Business Process Outsourcing: 2018 World Strategic Business Report

The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2015 through 2022. Also, a six-year historic analysis is provided for these markets.

This report analyzes the worldwide markets in US$ Million by the following Horizontal Segments:

Finance & Accounting
Customer Services
HR
KPO
Procurement

The market is also analyzed by the following End-Use Segments:

Manufacturing
Telecommunications & Technology
Banking
Insurance & Finance Services
Retail
Others

The report profiles 222 companies including many key and niche players such as:

Accenture Plc (Ireland)
Aon Hewitt (USA)
Automatic Data Processing, Inc. (USA)
Capgemini (France)
Capita Plc (UK)
Ceridian HCM, Inc. (USA)
CGI Group, Inc. (Canada)
Cognizant Technology Solutions Corporation (USA)
Computer Sciences Corporation (USA)
EXLService Holdings, Inc. (USA)
Genpact Limited (India)
Infosys BPO Ltd. (India)
International Business Machines Corp. (USA)
KARVY Global Services Limited (India)
NGA Human Resources (UK)
NTT DATA, Inc. (USA)
Randstad Holding NV (The Netherlands)
Sopra Steria Group (France)
StarTek, Inc. (USA)
Syntel, Inc. (USA)
Tata Consultancy Services Limited (India)
TriNet Group, Inc. (USA)
Wipro Limited (India)
WNS Global Services (India)

Key Topics Covered

1. INDUSTRY OVERVIEW
Business Process Outsourcing (BPO)
A Prelude
Advantages Offered by BPOs
BPO and its Role in Driving Global Expansion
Importance of BPO
Emerging Trends in BPO Industry
Current and Future Analysis
The Changing Scenario
Disruptive Forces Line the Future BPO Model
Overview of the Outsourcing Industry amid Economy Upheavals
Impact of Global Economic Crisis on the BPO Industry
Debt Crisis Drives Investors to become Risk Averse
Economy Outlook
Emerging Markets Drive Growth
The Asian BPO Phenomenon: Enabled by ‘Triple Convergence’
BPO Operations Bringing Appreciation to Eastern Countries
Trade-off between Quality and Cost Warrants Revamp of the Global BPO Industry
Uncertainties in Politico-Economic Policies Challenge BPO Sector
Benefits of Shared Services Propels BPO in Banking Sector
Re-shoring Strategies Highlight Salary Disparities in Different Regions
Growth Opportunities in Service Segments
BPO Adoption in End-User Markets

2. MARKET DYNAMICS
Outsourcing: More a Win-Win than a Zero-Sum Game
BPO: Its Effects on the Lifestyles of the Workforce
BPO’s Effect on Process Work
Sourcing Strategy/Model: Means to Achieve Business Process
Sole Sourcing
A Model for Increasing Operational Efficiency
One-Stop-Shop for Comprehensive HR Outsourcing
Multi-Source Approach: Gains Strength
Benefits of Multi-Sourcing Approach
Challenges Facing Multi-Sourcing Strategy
Offshore BPO: Driving Cost-Effectiveness
Offshore Outsourcing of Call Centers
Protectionism
Implications for Offshore BPOs
A Brief Sketch of Major Outsourcing Destinations
India
Philippines
China
Malaysia
Czech Republic
Singapore
Brazil
Canada
Poland
Egypt
Mexico
Innovations in BPO Industry
BPOs Use Predictive Models to Improve Processes
Robotic Digital Work Force Reduces Costs
Evolving Outsourcing Relationships
Consultative BPO
Simpler Processes to Take Customer Contact Flows to New Levels
Flexible and Agile Customer Care Solutions for Unpredictable Issues
Strategic Partners in High Demand

3. MARKET TRENDS
Snapshots of Key Trends Characterizing the BPO Industry
Altering Delivery Models
Small and Mid-Size Companies
An Expanding Clientele
Focus on Business Process Improvement Gains Momentum
Industry Expertise’ Becomes aMust-Have’ for Service Providers
MSM Model to Boost Client-Vendor Relationships
Service Providers to Focus on Data Security
Migration to SaaS and Private Cloud to Gain Momentum
Internet of Things Poised to Drive Gains
Alternate Offshore Locations Challenge Dominance of Traditional Centers
Nearshoring Finds Favor among Businesses
Latin America Emerges as a Global Delivery Location
Continental Europe Opens Up to BPO
New Business Areas Make Gains
Industry-Specific BPO Services Continue to Gain Strength
Advanced Technologies Come to the Aid of BPO Providers
Robotic Automation Makes In Roads in BPO Industry
Impact of RPA on the BPO Sector
Social Media Networking Trend Transforms Business Strategies
Growing Popularity of Cloud Computing
Growing Use of Mobile Based Customer Service Applications
Voice Biometrics
Growing Role in Customer Verification
BPO Providers Warm up to Green Computing
Analytic Outsourcing Registers Strong Growth
Supply Management Outsourcing Market on an Upswing
Rise of Bundled IT & BPO Deals
BPO: Heading towards Commoditization?
Growing Significance of Value Addition
Platform BPO
A Key Driving Factor
Merchants Opt for Outsourcing to Protect Credit Card Data
Growing Proportion of Non-Linear Revenues
The Importance of Impact Sourcing
Challenges for Impact Sourcing

4. AN INSIGHT INTO MAJOR HORIZONTAL SEGMENTS
Finance and Accounting BPO (FAO)
Customer Services BPO
Human Resources BPO (HRO)
Recruitment Process Outsourcing (RPO)
HR Outsourcing Types
Procurement BPO
Knowledge Process Outsourcing (KPO)
BPO Vs KPO

5. FINANCE & ACCOUNTING
Overview
Robust Growth across Capital Markets BPO Offers Opportunities for Providers
Competition

6. CUSTOMER SERVICES BPO
A Prelude
Opportunities from Growing Web-Based Interactions
Contact Center Outsourcing Services Makes Inroads into New Verticals
Service Providers Adopt New Strategies

7. HR BUSINESS PROCESSES OUTSOURCING
A High-Profile Segment
Future Growth Opportunities
Snapshots
Multi-Process HRO Market: An Overview
Payroll BPO Services
Witnesses Broader Adoption
Providers Focus on Consolidation and Cost Optimization
Fulfillment of Objectives and Customer Satisfaction
Providers Target SMB Market
Tax/Legislative Compliance Drives Payroll Outsourcing Demand
HCM Software Records Impressive Gains
Service Providers Focus on Evolved and Dynamic Offerings
Globalization and Standardization of Services and Processes
Popularity of BPaaS Options
Demand for Analytics and Ideation
Understanding Buyers to Fulfill Specific Needs
Noteworthy Trends & Issues
Cost Reduction: Finding Favor Again in Difficult Times
Buyers to Adopt a Tighter Focus
Emergence of Mid-Market
Demand for Newer & Innovative Platforms
Trend towards Process Convergence
Transformation to Services TCO
Focus on Short-term Deals
Fewer Processes in Multi-process HRO Deals
Best-of-the-Breed Concept Gains Strength
Multi-Country Presence of Vendors
Talent Acquisition and Retention: Important Tasks
Rising Significance of Analytics
HR Portal: A Highlighting Trend
Migration to the Cloud
Self-Service: An Option for Mobile Workforce

8. KNOWLEDGE PROCESS OUTSOURCING
Knowledge-Intensive Companies Foster Demand for KPO Services
India: The Leader in KPO Marketplace
BPO Providers Look to Extend Presence into KPO Sector
Shift Towards Value Creation
The Only Way Out
Supplier Glut Imminent
Future Looks Bright for Analytics Outsourcing Market

9. PROCUREMENT BPO
Introduction
Robust Growth Ahead for Procurement BPO
Key Demand Generators
Major Factors Driving Companies to Seek Procurement Outsourcing
Growing Significance of Procurement Function
Future Opportunities: An Increasingly Strategic Role for PO
Clients Look for New Business Models
Relevance of Procurement Outsourcing for Large Businesses
Challenges Confronting PO Vendors
Leading Players
Competition Heats Up in Procurement BPO Market
Logistics BPO

10. COMPETITIVE LANDSCAPE
BPO Industry: Competitive Scenario
Consolidation Activity Intensifies
Genpact Remains at Forefront of Advanced Banking BPO Services
Service Providers Focus on Innovative Offerings to Move up Value Chain
SmartLeap Platform from Sutherland
SYKES Insight Analytics from SYKES
Virtual Briefing Center from Teleperformance
Select BPO Mergers & Acquisitions Activity
Presence of Top 10 BPO Service Providers in Various Market Segments (2014)

11. REVIEW OF SELECT END-USE MARKETS
Manufacturing Sector
Telecommunications Industry
Retail Sector
Banking, Insurance & Finance Services
Bookkeeping
Budgeting
Credit Card Processing
Financial Reporting
Financial Statements
General Ledger Maintenance
Bank Reconciliation Statement
Financial Analysis
Preparation of Tax Returns
Mortgage Processing Services
Banking Sector
Insurance
Travel & Transportation Industry
Travel Services
Airline Industry
Logistics and Transportation
Healthcare BPO Market
Government BPO
Construction

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12. SERVICE OVERVIEW
Introduction
Vertical Vs Horizontal BPO
Vertical BPO
Horizontal BPO
Onsite, Offsite and Offshore BPO Models
Onsite Business Process Outsourcing
Offsite Business Process Outsourcing
Offshore Business Process Outsourcing
BPO Business Models
Types of BPO Structures
Common Services Offered by BPO Providers
Customer Support Services
Technical Support Services
Employee IT Help-desk Services
Telemarketing Services
Insurance Processing
Data Conversion Services
Data Entry Services
Planning for BPO
Why Outsource to Third World Countries?
The BPO Advantage
How is BPO Different from ASP?
Platform BPO
Platform BPO Vs Traditional BPO
Advantages of Platform BPO
Challenges Facing Platform BPO
Insights into Buyer and Supplier Aspects of BPO Services Market
Supplier Focus on Innovative Offerings and Partnerships
Procurement Concerns

13. SERVICE LAUNCHES
KMC Solutions Launches US Operations
Avaloq Launches BPO Center in Singapore
Wipro Plans Transaction Processing BPO Services in India
CGS Expands in Israel with Launch of New Office
Visionet Unveils Automated Pay-Off Request Processing System
Golden Gate BPO Establishes New Multi-Channel Contact Centre
Avaloq Introduces Business Process Outsourcing Services
Tata Consultancy Services, GE and Saudi Aramco Join Hands to Launch BPO in Saudi Arabia

14. RECENT INDUSTRY ACTIVITY
CSC and HPE Enterprise Services Merge to Form DXC Technology
Aon to Sell Benefits Administration and HR BPO Platform to Blackstone
NTT DATA Acquires Dell Services
Longreach Group Acquires Olympus Corp’s Nippon Outsourcing Corporation
SYNNEX Acquires Minacs Group and Integrates in Concentrix Business Segment
CSC Acquires Xchanging, Provider of Technology-Enabled Business Solutions
Firstsource Group Signs Definitive Agreement to Acquire BPO Division of ISGN
Carlyle Group Acquires Majority Stake in Digitex
Accenture F&A BPO Agreement with Schlumberger Gets Five Year Extension
Infosys McCamish Systems and M Financial Group Announce Ten Year Extension of BPO Contract
Accenture and RSA Extend BPO Agreement for Insurance Services until 2021
Xerox Spins off Business Services Division to Form Conduent
Blackstone Group Acquires India BPO Operation of Serco Group
ExlService Takes Over RPM Direct
Telamon Takes Over Rizzo Consulting
Cognizant Acquires CNO Financial Group’s India-based Operations
MiraMed Global Acquires On Call Consulting
e-Nxt Financials Merges with Tata BSS
Canon Italia to Acquire Integra Document Management
Alorica to Acquire West Corporation’s Agent Services Business
Hinduja Global Services (HGS) to Acquire Majority Stake in Mphasis’ India Business
Accenture Signs Five-Year Contract Extension Agreement with Deutsche Bank for Procurement BPO Services
Capgemini Extends Relationship with Trintech
Accenture Signs Five-Year BPO Contract with TNT
Infosys BPO and AkzoNobel Extend Partnership Agreement
Infosys BPO and a.s.r. Partner for Pensions Back-Office Administration
Infosys BPO Collaborates with PRIDCO to Launch New Center in Puerto Rico
Arvato Inks Deal with Telefonica
MBA Fakhro Forms Voyager IT Solutions
Expert Global Solutions Undertakes Expansion Plans
Spoken Communications Enters Into Technological Partnership with Startek
Visionet Systems Implements FREEMAN ONLINE
SunGard Inks Deal with InCore Bank
Ubiquity Global Enters into Service Agreement with Wave Crest
Accenture Extends Agreement with Enbridge Gas Distribution
Serco Divests Offshore Private Sector BPO Operations
Owner Resource Divests Gila
CapMan Sells Symbio Stake to VXI Global
Webhelp Acquires FDI
Cinven Acquires Visma
Convergys Acquires Stream
SYNNEX Acquires Customer Care Services Business of IBM
OpenText Acquires GXS
Concentrix Concludes Second Phase of Acquisition of IBM’s Customer Care and Industry Process Services Business
Convergys Takes Over Stream
SPi Global Acquires Bachieve International
Arvato Acquires Stok UK
Vitruvian Acquires Stake in ASP4all Bitbrains
Acquire BPO Takes Over Shore Solutions
ADP Spins Off Dealer Services Business
HOV Services Divests Stake in SourceHOV Holdings
R Systems Divests Stake

15. FOCUS ON SELECT GLOBAL PLAYERS
Accenture Plc (Ireland)
Aon Hewitt (USA)
Automatic Data Processing, Inc. (USA)
Capgemini (France)
Capita Plc (UK)
Ceridian HCM, Inc. (USA)
CGI Group, Inc. (Canada)
Cognizant Technology Solutions Corporation (USA)
Computer Sciences Corporation (USA)
EXLService Holdings, Inc. (USA)
Genpact Limited (India)
Infosys BPO Ltd. (India)
International Business Machines Corp. (USA)
KARVY Global Services Limited (India)
NGA Human Resources (UK)
NTT DATA, Inc. (USA)
Randstad Holding NV (The Netherlands)
Sopra Steria Group (France)
StarTek, Inc. (USA)
Syntel, Inc. (USA)
Tata Consultancy Services Limited (India)
TriNet Group, Inc. (USA)
Wipro Limited (India)
WNS Global Services (India)

16. GLOBAL MARKET PERSPECTIVE

Total Companies Profiled: 222 (including Divisions/Subsidiaries 232)

The United States (81)
Canada (6)
Japan (2)
Europe (29)
- France (3)
- Germany (3)
- The United Kingdom (13)
- Italy (1)
- Spain (1)
- Rest of Europe (8)
Asia-Pacific (Excluding Japan) (109)
Middle East (1)
Latin America (3)
Africa (1)