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 Segments: 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 2015 through 2022. Also, a six-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 222 companies including many key and niche players such as -

Accenture Plc
Aon Hewitt
Automatic Data Processing, Inc.
Capgemini
Capita Plc

Table of Contents

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

II. EXECUTIVE SUMMARY

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
• Table 1: World Real GDP Growth Rates in % (2014-2017P): Breakdown by Country/Region (includes corresponding Graph/Chart)
• 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 a'Must-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
• Table 2: Leading Players in the Global F&A BPO Market (2014): Percentage Breakdown of Revenues for Accenture, Capgemini, Genpact, IBM and Others (includes corresponding Graph/Chart)

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(tm) 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

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(r)
• 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

• 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 5: World 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)
• Market 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 8: World 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 11: World 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 14: World 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 17: World 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 20: World 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)
• Market by End-Use Segment
• 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 23: World 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 26: World 14-Year Perspective for 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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 29: World 14-Year Perspective for 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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 32: World 14-Year Perspective for 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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 35: World 14-Year Perspective for 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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

III. MARKET

1. THE UNITED STATES

• A. Market Analysis
• Outlook
• Nearshore Strategy Gains Strength
• Domestic Politics Impact on BPO Sector
• 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
• Affordable Care Act Invigorates Healthcare Payer BPO
• Win-Win for US Outsourcing Companies
• 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 38: US 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 41: US 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

2. CANADA

• A. Market Analysis
• Outlook
• HR Outsourcing: On an Upswing
• Strategic Corporate Developments
• Key Player
• 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 44: Canadian 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 47: Canadian 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 50: Japanese 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 53: Japanese 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

4. EUROPE

• A. Market Analysis
• Current and Future Analysis
• Outlook
• Trends and Opportunities in the European Outsourcing Market
• Cloud Computing - Wide Opportunities in Business Processes and Software as a Service
• Big Data Revolution to Streamline Operations
• Demand for Data Collection Tools and Services
• Increasing Demand for Development of Mobile Applications
• Demand for Tailor-made Enterprise Apps
• Growing Demand for Social Media Services
• Rise of Internet of Things (IoT)
• The Industrial Internet of Things - Industry 4.0
• Wide Availability of Augmented Reality (AR) and Virtual Reality (VR)
• Graphic Design Services Outsourcing
• Outsourcing Driven by Shortage of Adequate IT Skills
• Need for Added Value
• Impact of Geopolitical Instability on Outsourcing Services
• 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 56: European 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 59: European 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 62: European 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

4a. FRANCE

• A. Market Analysis
• Outlook
• Strategic Corporate Development
• 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 65: French 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 68: French 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 71: German 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 74: German 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 77: Italian 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 80: Italian 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

4d. THE UNITED KINGDOM

• A. Market Analysis
• Outlook
• A Quick Primer
• Uncertainty Surrounding Brexit Driving Growth of Outsourcing Market
• UK Outsourcing Companies Move Overseas
• Competitive Landscape
• Table 81: Leading Players in UK BPO Services Market (2015): Percentage Breakdown of Market Share for Accenture, Atos, Capita, Serco, Xerox and Others (includes corresponding Graph/Chart)
• Service Launch
• 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 84: UK 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 87: UK 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

4e. SPAIN

• A. Market Analysis
• Current & Future Analysis
• Strategic Corporate Development
• B. Market Analytics
• 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 90: Spanish 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 93: Spanish 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 96: Russian 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 99: Russian 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

4g. REST OF EUROPE

• A. Market Analysis
• Outlook
• Eastern and Central Europe
• Czech Republic
• Lithuania
• Poland
• Romania
• Focus on Nordic Region Outsourcing Market - A Complementary Review
• Companies Constantly Focus on Operational Cost Reduction
• Human Capital Posing Immense Challenge
• Accessing Global Talent Base Critical to address Nordic's Talents Shortage and Talent Management Challenges
• Disruptive and Cloud Technologies
• 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 102: Rest of Europe 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 105: Rest of Europe 14-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 2009, 2016 and 2022 (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
• Disadvantages of BPO Phenomenon to Host and Target Countries
• India - A Key Global Destination for Outsourcing
• Philippines - One of Asia's Premier Outsourcing Destinations
• 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 108: Asia-Pacific 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 111: Asia-Pacific 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 114: Asia-Pacific 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

5a. AUSTRALIA

• A. Market Analysis
• Current & Future Analysis
• Market Overview
• 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 117: Australian 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 120: Australian 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

5b. CHINA

• A. Market Analysis
• Market Overview
• Emphasis on Developing Domestic Chinese Outsourcing Market
• Outsourcing of Back Office Functions
• HR Outsourcing in China
• Strategic Corporate Development
• 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 123: Chinese 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 126: Chinese 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

5c. INDIA

• A. Market Analysis
• Current & Future Analysis
• India's Formidable BPO Industry Leads the Way
• BPO Sector Exhibiting Robust Growth
• BPO Industry Focuses on Inorganic Growth Strategy
• The Changing Role of Indian BPOs
• Role of Captive BPOs
• Financial Services Market - A Vital BPO Vertical
• Human Resource Outsourcing in India
• Rural BPO Concept Strengthens
• SMEs: Potential for Growth
• Focus Shifts to Smaller Towns and Cities
• BPO Industry to Unlock the IT Potential of North East India
• Tier-II and Tier III Cities to Gain Prominence
• New Low Cost Destinations - A Growing Threat!
• KPO Industry Gains Efficiency
• Emerging Competition Fails to Affect India's Dominance
• Valuation Advisory/Services: A New Area of Opportunity for KPOs
• Reverse Outsourcing: New Trend in Outsourcing
• Future Prospects
• Challenges Confronting Indian BPO Industry
• Threat from Alternative Destinations
• Diminishing Cost Advantages
• Attrition - The Bane of Indian BPO Sector
• Lack of Employability: A Cause of Concern
• Talent Shortage Drives BPOs towards Global Delivery Model
• The Dampeners
• The Infosys Visa Fraud Case Vs Indian IT and BPO Sector
• Standard Chartered and HSBC Scandals: An Eye-Opener
• BPO Vendor Landscape in India
• India Centric BPO Providers - Breakdown by Vertical Industry
• India-Centric BPO Providers: Breakdown by Product/Service Offerings
• Service Launch
• Strategic Corporate Developments
• 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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 129: Indian 14-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 2009, 2016 and 2022 (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 2015 through 2022 (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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 132: Indian 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

5d. REST OF ASIA-PACIFIC

• A. Market Analysis
• Current & Future Analysis
• Philippines - Forges Ahead as Favorable Destination for BPO Sector
• Table 133: Philippines BPO Industry (2016): Percentage Breakdown of Export Revenue by Destination (includes corresponding Graph/Chart)
• Table 134: Philippines BPO Industry (2016): Percentage Breakdown of Export Revenue by Sector (includes corresponding Graph/Chart)
• Growth Drivers
• Key Factors Responsible for Philippines' Success in BPO Sector
• Demand for Value-Added Services Drives Development of KPO
• Table 135: Philippines BPO Market (2016): Percentage Breakdown of Revenues by Segment/Type of Service Offerings - Animation, Contact Center, Software Development, Transcription and Others (includes corresponding Graph/Chart)
• Challenges for the BPO Industry
• Next Wave Cities to Spur Growth
• Outlook
• Malaysia
• Singapore
• Thailand
• Sri Lanka: An Emerging BPO Destination
• Vietnam to Succeed Japan in F&A Outsourcing Services
• Service Launches
• Strategic Corporate Developments
• B. Market Analytics
• Table 136: 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 2015 through 2022 (includes corresponding Graph/Chart)
• Table 137: 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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 138: Rest of Asia-Pacific 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)
• Table 139: 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 2015 through 2022 (includes corresponding Graph/Chart)
• Table 140: 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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 141: Rest of Asia-Pacific 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

6. LATIN AMERICA

• A. Market Analysis
• Outlook
• Latin America as a Global Delivery Location
• Market Snapshots
• BPO Industry Shift Up the Value Chain
• B. Market Analytics
• Table 142: 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 2015 through 2022 (includes corresponding Graph/Chart)
• Table 143: 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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 144: Latin American 14-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for Brazil and Rest of Latin America Markets for Years 2009, 2016 and 2022 (includes corresponding Graph/Chart)
• Table 145: 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 2015 through 2022 (includes corresponding Graph/Chart)
• Table 146: 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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 147: Latin American 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)
• Table 148: 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 2015 through 2022 (includes corresponding Graph/Chart)
• Table 149: 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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 150: Latin American 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

6a. BRAZIL

• A. Market Analysis
• Current & Future Analysis
• Increasing Demand for Contact Center Outsourcing
• B. Market Analytics
• Table 151: 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 2015 through 2022 (includes corresponding Graph/Chart)
• Table 152: 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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 153: Brazilian 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)
• Table 154: 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 2015 through 2022 (includes corresponding Graph/Chart)
• Table 155: 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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 156: Brazilian 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

6b. REST OF LATIN AMERICA

• A. Market Analysis
• Current & Future Analysis
• Argentina
• Chile
• Colombia
• Costa Rica - A Foreign Investment Hub
• Mexico
• Peru Drives Demand for Software Outsourcing Professionals
• Uruguay
• B. Market Analytics
• Table 157: 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 2015 through 2022 (includes corresponding Graph/Chart)
• Table 158: 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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 159: Rest of Latin America 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)
• Table 160: 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 2015 through 2022 (includes corresponding Graph/Chart)
• Table 161: 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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 162: Rest of Latin America 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)

7. REST OF WORLD

• A. Market Analysis
• Outlook
• Israel
• Africa
• Egypt: An Emerging Market
• Kenyan BPO Sector
• South Africa
• Tanzania: An Emerging Outsourcing Destination in East Africa
• Service Launches
• Strategic Corporate Developments
• B. Market Analytics
• Table 163: 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 2015 through 2022 (includes corresponding Graph/Chart)
• Table 164: 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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 165: Rest of World 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)
• Table 166: 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 2015 through 2022 (includes corresponding Graph/Chart)
• Table 167: 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 2009 through 2014 (includes corresponding Graph/Chart)
• Table 168: Rest of World 14-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 2009, 2016 and 2022 (includes corresponding Graph/Chart)