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Business Process Outsourcing (BPO)

This report analyzes the worldwide markets for Business Process Outsourcing (BPO) in US$ Million by the following Horizontal segments: Finance & Accounting, Customer Services, HR, KPO, and Procurement. The market is also analyzed by the following End-Use Verticals: Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others. 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 2013 through 2020. Also, a seven-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 249 companies including many key and niche players such as -

Accenture Plc(br> Aon Hewitt
Capgemini
Capita Plc
Ceridian Corporation

Table of Contents

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

  • Study Reliability and Reporting Limitations
  • Disclaimers
  • Data Interpretation & Reporting Level
    • Quantitative Techniques & Analytics
  • Product Definitions and Scope of Study
    • Horizontal Segment
      • Finance & Accounting
      • Customer Services
      • Human Resources Outsourcing
      • Knowledge Process Outsourcing
      • Procurement BPO
    • End-Use Segments
      • Manufacturing
      • Banking, Insurance & Finance Services (BFSI)
      • Telecommunications & Technology
      • Retail
      • Others

II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW

  • A Prelude
  • High Potential for 'Business Transforming' BPO Services
  • BPO: Market Characteristics, Growth Drivers and Determinants
  • Recession Slows Down Growth in the Outsourcing Industry
  • Post Recession Prospects
  • Current and Future Analysis
  • Debt Crisis Reinforces Focus on Outsourcing
  • Emerging Markets Spur Growth
  • Growth Opportunities in Service Segments
  • BPO Adoption in End-User Markets

2. MARKET DYNAMICS

  • 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

3. MARKET TRENDS

  • Major Trends - In a Nutshell
  • 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
  • Supply Management Outsourcing Market on an Upswing
  • Rise of Bundled IT & BPO Deals
  • BPO: Heading towards Commoditization?
  • Contract Pricing: A Sticking Point
  • Vendors Endeavor to Address the Unique Needs of SME & Mid-Market Sectors
  • Advanced Technologies Come to the Aid of BPO Providers
  • Robotic Automation Makes In Roads in BPO Industry
  • Social Networking Trend Transforms Business Strategies
  • Growing Popularity of Cloud Computing
  • BPO Providers Warm up to Green Computing
  • Analytic Outsourcing to Register Strong Growth and Face Poaching of Talent
  • 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
  • Demand for BPOs that Bring About Transformational Change
  • 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
  • FAO Vendor Landscape
    • Table 1: Leading Players in the Global F&A BPO Market (2013): Percentage Breakdown of Revenues for Accenture, Capgemini, Genpact, IBM and Others (includes corresponding Graph/Chart)

5. CUSTOMER SERVICES BPO

  • A Prelude
  • Opportunities from Growing Web-Based Interactions
  • Asia-Pacific: A Favored Destination for Contact Centers
  • Contact Center Outsourcing Services Makes Inroads into New Verticals
  • Service Providers Adopt New Strategies

6. HR BUSINESS PROCESSES OUTSOURCING

  • A High-Profile Segment
  • Future Growth Opportunities
  • Snapshots
  • HR Activity in the Recent Past: A Review
  • RPO: Opportunities for Growth
  • Multi-Process HRO Market: An Overview
  • Competitive Landscape
    • Table 2: Leading Players in Global HR BPO Market (2012): Percentage Breakdown of Revenues for ADP, Alon Hewitt, Fidelity Work-Place Investment, Paychex, Xerox/ACS and Others (includes corresponding Graph/Chart)
  • Noteworthy Trends & Issues
  • Cost Reduction: Finding Favor Again in Difficult Times
  • Recession Ups Adoption of Single Process Deals
  • Companies to Continue Feeling the Heat of Recession
  • Contract Renewals - On the Rise
  • Buyers to Adopt a Tighter Focus
  • Shrinking Deal Sizes - A Recent Past Review
  • Emergence of Mid-Market
  • Demand for Newer & Innovative Platforms
  • Trend towards Process Convergence
  • Transformation to Services TCO
  • 'Transformational-Transfer' & 'Component Based' Models Find Acceptance
  • Focus on Short-term Deals
  • Fewer Processes in Multi-process HRO Deals
  • Best-of-the-Breed Concept Gains Strength
  • Multi-Country Presence of Vendors
  • Asia-Pacific: Center of Attraction
  • Talent Acquisition, Effective Alignment of Skills & Processes
  • Talent Retention: An Equally Important Task
  • Rising Significance of Analytics
  • HR Portal: The Latest Trend
  • Migration to the Cloud
  • Self-Service: An Option for Mobile Workforce

7. KNOWLEDGE PROCESS OUTSOURCING

  • Knowledge-Intensive Companies Foster Demand for KPO Services
  • KPO Industry Fights the Recession
  • 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
  • KPO Companies Focus on Productivity
  • Future Looks Bright for Analytics Outsourcing Market

8. PROCUREMENT BPO

  • Introduction
  • Robust Growth Ahead for Procurement BPO
  • Key Demand Generators
  • Major Factors Driving Companies to Seek Procurement Outsourcing
  • Multi-Process Procurement BPO: An Overview
  • 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
  • Procurian's Growing Presence in Direct Material Procurement - A Big Plus for Accenture
  • Procurian Acquisition Trumps Competitors
  • Logistics BPO

9. COMPETITIVE LANDSCAPE

  • BPO Industry: Competitive Scenario
  • Consolidation Activity Intensifies
  • Leading Players

10. 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
  • Salient features of the 3 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

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
    • MPO Market: Recession & Beyond
  • Banking Sector
    • Business Case for Outsourcing in Banking Sector
  • Insurance
    • A Prelude
    • Industry on the Recovery Mode
  • Travel & Transportation Industry
  • Travel Services
  • Airline Industry
  • Logistics and Transportation
  • Government BPO
  • Construction

12. RECENT INDUSTRY ACTIVITY

  • Convergys Acquires Stream
  • SYNNEX Acquires Customer Care Services Business of IBM
  • ISS Enters into a Partnership with CGI
  • Triangle Services Takes Over Content Critical Solutions
  • ELBRUS CAPITAL Acquired INTERCOMP
  • Harland Clarke Holdings Divests BPO Subsidiary, Faneuil, Inc., to ALJ Regional Holdings
  • Ephesoft Announces Sale of Enterprise Class System to Mediatica
  • FUJIFILM Holdings Acquires BPO Division of Salmat Limited
  • Accenture Acquires PROCURIAN
  • Cognizant Voiced Intentions to Acquire ValueSource
  • Stream Acquires N2SP
  • transcosmos Takes Over Data Entry Business from NBI
  • Kewill Group Takes Over FOUR SOFT
  • iD Commerce + Logistics Acquires In A Bind Assembly and Fullfillment
  • Enhanced Recovery Acquires TMone
  • Harland Clarke Holdings Inks Agreement with Davis + Henderson
  • PLDT Announces the Sale of BPO UNIT TO CVC
  • National Flood Services to Take Over CSC's Flood Insurance BPO Unit
  • Ayala Corp Takes Over LBM Holdings
  • Aurelius Group Acquires TDS HR SERVICES & SOLUTIONS
  • Gores Group Takes Over Davis + Henderson Outsourcing Business
  • Qualfon Takes Over Data Control Group (DCG)
  • Capita Acquires iQor UK
  • Swiss Post Takes Over Scalaris
  • Teleperformance Takes Over TLS Contact
  • INFOSYS BPO Opens New Delivery Center in Netherlands
  • TranSigma Joins Hands with Miratech
  • Brandix and Accenture Collaborate to Provide BPO Services
  • Astellas and Accenture Ink Agreement
  • Genpact Voiced Intentions to Expand Operations into Brazil
  • Accenture and Janalakshmi Financial Services Enter into a Partnership
  • Capital One Financial Corporation Opens BPO facility in Philippines
  • IBM Sets up BPO Facility in Laguna
  • Cityland Development Corp. Launched BPO hub, CityNet 1 in Philippines
  • Convergys Opens BPO Center in Mindanao
  • SUTHERLAND GLOBAL Unveils BPO Centre in Tiruchi
  • Jetking Infotrain Intends to Unveil a BPO Firm
  • Aegis Intends to Expand Operations in Asia
  • Marriot International, Inc. And Accenture Announce Plans for Strategic Collaboration
  • AVALOQ Unveils a BPO Center in Singapore
  • ING Unveils BPO facility in Manila
  • Ferro Selects Capgemini
  • Accenture Bags Deal from SSAB
  • GENPACT Expands Footprint in Netherlands
  • Logistics Executive Group of Australia and Milestone Consulting Group Establish Joint Venture
  • Major Global BPO Firms Ink Cooperation Agreement to Establish Call Center
  • FPT Software and Agrex Join Hands to Setup a BPO
  • Infosys Forays into Latin America
  • Serco Global Services Launches BPO Centre in South Africa
  • Hinduja Global Solutions Launches Delivery Centre in Hyderabad
  • Accenture to Provide Accounts Payable Invoice Processing Services to Westinghouse Electric Company
  • Itau BBA Selects Broadridge Financial Solutions's BPO Operations Solution
  • Paxys and Simpro Solutions Enter into a Joint Venture
  • Aegis BPO Starts Durban Operations
  • Sundaram BPO Ventures into UK Market
  • Capgemini Expands BPO Footprint in India
  • IBM Sets Up BPO Facility to Expand into Philippines
  • Serco Launches New Facility
  • Accenture Expands to Add New Facilities in Philippines
  • Rural Shores Sets up RURAL BPO in India
  • PAREXEL International Takes Over Liquent
  • Serco Acquires Majority Stake in the BPO Arm of Mena Business Services
  • PLDT Divests Majority Stake of Outsourcing Subsidiary Pangilinan
  • CSC Divests Consulting and Systems Integration Services Segment
  • CESC Acquires Firstsource Solutions
  • NIIT Technologies Takes Over Sabre Philippines Development Center
  • Infosys BPO Takes Over Marsh & McLennan's Outsourcing Division
  • ADITYA BIRLA NUVO Voiced Intentions to Sell Majority Stake in BPO Arm
  • WNS Takes Over Fusion Outsourcing Services
  • Innovation Group Takes Over Value Partners
  • Serco Group Acquires Vertex Public Sector
  • SuccessEHS Acquires Outsourcing/ Consulting Firm
  • NTT Closes Deal to Take Over a Controlling Stake in Diversified Technology Solutions International (DTSI) Group
  • GameCorp Acquires OC Communications Group
  • Datacom Takes Over Enterprise Support Asia-Pacific
  • NCO Group Completes Merger with APAC Customer Services
  • Paxys Divests Australian Subsidiary
  • Sistema Shyam Signs Agreement With IKF Technologies
  • Big Horn Energy Services Chooses AcctTwo as BPO Partner
  • Capgemini Provides BPO Services to Agrana

13. SERVICE LAUNCHES

  • Vestmark Unveils BPO Services
  • Optum Announces New Business Process Outsourcing Services for Payers
  • Stream Global Services Introduces BPO Service, Stream Enterprise, in Europe
  • DealNet's BPO Division Rolls Out Contact Center Services
  • HP Rolls Out BPO Analytics Services
  • Cemex and IBM Voice Intentions to Provide IT Services
  • Dell Increases BPO Services Offerings

14. FOCUS ON SELECT GLOBAL PLAYERS

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

15. GLOBAL MARKET PERSPECTIVE

    • Table 3: World Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 4: World Historic Review for Business Process Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 5: World 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
  • By Horizontal Segment
    • Table 6: World Recent Past, Current and Future Analysis for Finance & Accounting Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 7: World Historic Review for Finance & Accounting Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 8: World 15-Year Perspective for Finance & Accounting Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 9: World Recent Past, Current and Future Analysis for Customer Services Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 10: World Historic Review for Customer Services Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 11: World 15-Year Perspective for Customer Services Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 12: World Recent Past, Current and Future Analysis for HR Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 13: World Historic Review for HR Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 14: World 15-Year Perspective for HR Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 15: World Recent Past, Current and Future Analysis for KPO by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 16: World Historic Review for KPO by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 17: World 15-Year Perspective for KPO by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 18: World Recent Past, Current and Future Analysis for Procurement Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 19: World Historic Review for Procurement Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 20: World 15-Year Perspective for Procurement Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 21: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Manufacturing Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 22: World Historic Review for Business Process Outsourcing in Manufacturing Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 23: World 15-Year Perspective for Business Process Outsourcing in Manufacturing Industry by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 24: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 25: World Historic Review for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 26: World 15-Year Perspective Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 27: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 28: World Historic Review for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 29: World 15-Year Perspective Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 30: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Retail Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 31: World Historic Review for Business Process Outsourcing in Retail Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 32: World 15-Year Perspective Business Process Outsourcing in Retail Industry by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 33: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Other End-Use Sectors by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 34: World Historic Review for Business Process Outsourcing in Other End-Use Sectors by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 35: World 15-Year Perspective Business Process Outsourcing in Other End-Use Sectors by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

III. MARKET

1. THE UNITED STATES

  • A. Market Analysis
    • Outlook
    • Impact of Recession in Retrospect
    • Nearshore Strategy Gains Strength
    • Impact of Protectionist Policies
    • Shift Away from Cost Containment Outsourcing Strategy
    • HR Outsourcing -A Highly Lucrative Segment
    • The Offshoring Advantage
    • Indian BPOs Set Up Onshore Service Centers in US
    • Offshoring Challenges
    • Procurement BPO Market
    • Bank Outsourcing Market
    • Residential Mortgage Outsourcing Market
    • Service Launches
    • Strategic Corporate Developments
    • Key Players
  • B. Market Analytics
    • Table 36: US Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 37: US Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 38: US 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 39: US Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 40: US Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 41: US 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

2. CANADA

  • A. Market Analysis
    • Outlook
    • HR Outsourcing: On an Upswing
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 42: Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 43: Canadian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 44: Canadian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 45: Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 46: Canadian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 47: Canadian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

3. JAPAN

  • A. Market Analysis
    • Current & Future Analysis
    • Strategic Corporate Development
  • B. Market Analytics
    • Table 48: Japanese Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 49: Japanese Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 50: Japanese 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 51: Japanese Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 52: Japanese Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 53: Japanese 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4. EUROPE

  • A. Market Analysis
    • Outlook
    • Market Snapshots
    • Western Europe BPO Market
    • Continental Europe Warms Up to BPO
    • Service Launch
    • Strategic Corporate Development
  • B. Market Analytics
    • Table 54: European Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 55: European Historic Review for Business Process Outsourcing by Geographic Region - France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 56: European 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 57: European Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 58: European Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 59: European 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 60: European Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 61: European Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 62: European 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4a. FRANCE

  • A. Market Analysis
    • Outlook
    • Key Players
  • B. Market Analytics
    • Table 63: French Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 64: French Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 65: French 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 66: French Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 67: French Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 68: French 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4b. GERMANY

  • A. Market Analysis
    • Outlook
    • A Leading European BPO Market
    • Advantages of Germany as an outsourcing location
    • Strategic Corporate Development
  • B. Market Analytics
    • Table 69: German Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 70: German Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 71: German 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 72: German Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 73: German Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 74: German 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4c. ITALY

  • A. Market Analysis
    • Outlook
    • Financial Services Outsourcing in Italy: An Overview
    • Strategic Corporate Development
  • B. Market Analytics
    • Table 75: Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 76: Italian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 77: Italian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 78: Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 79: Italian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 80: Italian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4d. THE UNITED KINGDOM

  • A. Market Analysis
    • Outlook
    • A Quick Primer
    • Recession & the BPO Industry
    • UK Outsourcing Companies Move Overseas
    • Competitive Landscape
    • Table 81: Leading Players in UK BPO Services Market (2012): Percentage Breakdown of Revenues for Accenture, Atos, Capita, Serco, Xerox/ACS and Others (includes corresponding Graph/Chart)
    • Strategic Corporate Developments
    • Key Players
  • B. Market Analytics
    • Table 82: UK Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 83: UK Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 84: UK 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 85: UK Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 86: UK Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 87: UK 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4e. SPAIN

  • Market Analysis
    • Table 88: Spanish Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 89: Spanish Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 90: Spanish 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 91: Spanish Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 92: Spanish Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 93: Spanish 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4f. RUSSIA

  • Market Analysis
    • Table 94: Russian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 95: Russian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 96: Russian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 97: Russian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 98: Russian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 99: Russian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4g. REST OF EUROPE

  • A. Market Analysis
    • Outlook
    • Eastern and Central Europe
    • Czech Republic
      • Call Centers
      • Shared Service Centers
    • Russia
    • Poland
    • Strategic Corporate Developments
    • Key Players
  • B. Market Analytics
    • Table 100: Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 101: Rest of Europe Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 102: Rest of Europe 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 103: Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 104: Rest of Europe Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 105: Rest of Europe 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

5. ASIA-PACIFIC

  • A. Market Analysis
    • Outlook
    • Asia-Pacific Market for BPO: A Primer
    • HR Outsourcing to Expand
    • Growing Prospects in SMB Segment
  • B. Market Analytics
    • Table 106: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - Australia, China, India and Rest of Asia-Pacific Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 107: Asia-Pacific Historic Review for Business Process Outsourcing by Geographic Region - Australia, China, India and Rest of Asia-Pacific Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 108: Asia-Pacific 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for Australia, China, India and Rest of Asia-Pacific Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 109: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 110: Asia-Pacific Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 111: Asia-Pacific 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 112: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 113: Asia-Pacific Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 114: Asia-Pacific 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

5a. AUSTRALIA

  • A. Market Analysis
    • Market Overview
    • Australian Domestic Market
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 115: Australian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 116: Australian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 117: Australian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 118: Australian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 119: Australian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 120: Australian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

5b. CHINA

  • A. Market Analysis
    • Market Overview
    • China Looks to Strengthen Presence in Global BPO Industry
    • Emphasis on Developing Domestic Chinese Outsourcing Market
    • Outsourcing of Back Office Functions
    • HR Outsourcing in China
  • B. Market Analytics
    • Table 121: Chinese Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 122: Chinese Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 123: Chinese 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 124: Chinese Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 125: Chinese Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 126: Chinese 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

5c. INDIA

  • A. Market Analysis
    • India - A Key Global Destination for Outsourcing
    • Recession in Retrospect
    • On the Road to Recovery
    • Depreciating Rupee: Boon or Bane?
    • The Changing Role of Indian BPOs
    • Role of Captive BPOs
    • Financial Services Market - A Vital BPO Vertical
    • Human Resource Outsourcing in India
    • Export Market Continues to Offer Growth Prospects
    • Domestic BPO Market Offers Growth Potential
    • Rural BPO Concept Strengthens
    • SMEs: Potential for Growth
    • Focus Shifts to Smaller Towns and Cities
    • Tier-II and Tier III Cities to Gain Prominence
    • India's Pole Position Being Threatened by the Emergence of New Low Cost Destinations
    • KPO Industry Gains Efficiency
    • Emerging Competition Fails to Affect India's Dominance
    • India Vis-a-vis Other Global Destinations in KPO Market
      • Global KPO Market by Segment - India Vs Other Offshore Destinations
    • Recession Fuels Growth in Few KPO Segments
    • Segment Analysis
    • Vendors Look to Strengthen Presence in KPO
    • Analytics Outsourcing Providers Move towards Sophisticated Segments
    • Valuation Advisory/Services: A New Area of Opportunity for Indian KPOs
    • Outsourcing & the Real Estate Industry
    • Outsourcing Drives Demand for Corporate Real Estate
    • Major Challenges Confronting India's BPO Industry
      • Attrition - The Bane of Indian BPO Sector
      • Lack of Employability: A Cause of Concern
      • Rising Salaries Affect India's Edge as a Cost Competitive Destination
      • Talent Shortage Drives BPOs towards Global Delivery Model
    • BPO Vendor Landscape in India
      • India Centric BPO Providers - Breakdown by Vertical Industry
      • India-Centric BPO Providers: Breakdown by Product/Service Offerings
    • BPO Industry Focuses on Inorganic Growth Strategy
    • TCS Eyes Leading Position in the Indian BPO Market
    • Strategic Corporate Developments
    • Service Launch
    • Key Players
  • B. Market Analytics
    • Table 127: Indian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 128: Indian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 129: Indian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 130: Indian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 131: Indian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 132: Indian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

5d. REST OF ASIA-PACIFIC

  • A. Market Analysis
    • Philippines
      • Philippines Emerges as One of Asia's Premier Outsourcing Destinations
      • Impact of Recession
      • BPO Industry's Shift Up the Value Chain
      • Government Efforts to Promote BPO
      • Next Wave Cities to Spur Growth
    • Malaysia
    • Singapore
    • Thailand
    • Sri Lanka: A Emerging BPO Destination
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 133: Rest of Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 134: Rest of Asia-Pacific Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 135: Rest Asia-Pacific 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 136: Rest of Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 137: Rest of Asia-Pacific Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 138: Rest of Asia-Pacific 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

6. LATIN AMERICA

  • A. Market Analysis
    • Latin America as a Global Delivery Location
    • Strategic Corporate Development
  • B. Market Analytics
    • Table 139: Latin American Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - Brazil and Rest of Latin America Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 140: Latin American Historic Review for Business Process Outsourcing by Geographic Region - Brazil and Rest of Latin America Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 141: Latin American 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for Brazil and Rest of Latin America Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 142: Latin American Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 143: Latin American Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 144: Latin American 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 145: Latin American Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 146: Latin American Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 147: Latin American 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

6a. BRAZIL

  • A. Market Analysis
    • Brazil
    • Increasing Demand for Contact Center Outsourcing
    • Strategic Corporate Development
  • B. Market Analytics
    • Table 148: Brazilian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 149: Brazilian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 150: Brazilian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 151: Brazilian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 152: Brazilian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 153: Brazilian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

6b. REST OF LATIN AMERICA

  • A. Market Analysis
    • Argentina
    • Chile
    • Colombia
    • El Salvador
    • Mexico
    • Panama
    • Uruguay
  • B. Market Analytics
    • Table 154: Rest of Latin America Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 155: Rest of Latin America Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 156: Rest of Latin America 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
    • Table 157: Rest of Latin America Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 158: Rest of Latin America Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 159: Rest of Latin America 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

7. REST OF WORLD

  • A. Market Analysis
    • Outlook
    • Israel
    • Africa
      • Egypt: An Emerging Market
      • South Africa
      • Market Overview
      • South Africa Emerges as a Major Offshoring Market
      • Outlook
      • Telecom Industry Deregulation - A Major Step Towards Rapid BPO Market Growth
      • South Africa to Gain as Global Companies Look to Minimize Risks
      • Tanzania: An Emerging Outsourcing Destination in East Africa
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 160: Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 161: Rest of World Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 162: Rest of World 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
    • Table 163: Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 164: Rest of World Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 165: Rest of World 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
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