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1035224

BPO Services Retail Global Industry Almanac - Market Summary, Competitive Analysis and Forecast to 2025

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BPO Services Retail Global Industry Almanac - Market Summary, Competitive Analysis and Forecast to 2025
Published: October 26, 2021
MarketLine
Content info: 501 Pages
Delivery time: 1-2 business days
  • Description
  • Table of Contents
  • List of Tables

Summary

Global BPO Services industry profile provides top-line qualitative and quantitative summary information including: market size (value 2016-20, and forecast to 2025). The profile also contains descriptions of the leading players including key financial metrics and analysis of competitive pressures within the market.

Key Highlights

BPO services include revenues generated both from signed deals that remain under contract and the annual revenues associated with new contracts signed within a particular calendar year. The services include the outsourcing of functions such as customer relationship management, knowledge process outsourcing, finance & accounting, human resources, procurement, and vertical-specific processes. The total value of the market represents the demand for the service coming from a particular country.

CRM BPO services typically include consumer direct services, contact center outsourcing (which includes customer care, sales and marketing, and technical product support), collection services, and claims & warranty services.

Knowledge process outsourcing (KPO) services include research and analytics services such as competitive analysis, quantitative research & analytics, risk management & analytics, strategy & business development research, financial research, and legal process outsourcing (LPO).

Finance & accounting BPO covers operations relating to financial support functions, such as accounts payable and receivable, general ledger, payment processing, invoice, purchase order management & processing, receipt & reconciliation, and management reporting.

HR outsourcing services include benefits administration, payroll services, recruitment outsourcing, relocation and assignment services, workforce administration & development services / talent management, and performance management.

Procurement BPO covers the outsourcing of key procurement processes including sourcing support and administration, contract management, demand management, supplier relationship management, and performance reporting.

Vertical-specific BPO covers the outsourcing of services that require domain expertise. Vertical-specific BPO includes a range of processes such as insurance and annuities policy administration, claims and transaction processing, credit card analytics for banks and insurers, patient administration, medical coding, clinical research, and drug discovery & development for healthcare providers and pharmaceuticals.

All market data and forecasts are represented in nominal terms (i.e., without adjustment for inflation) and all currency conversions used in the creation of this report have been calculated using constant 2020 annual average exchange rates.

Forecast figures presented in this report are calculated using crisis scenarios for the market. The length of the pandemic and restrictions introduced by various countries are still difficult to predict. Many governments had introduced the national lockdowns and temporarily banned sales of products that are deemed "non-essential". As the length of the pandemic and its impact on this market is not certain, the data used in this report has been modeled taking forecast impacts on national economics into consideration.

The global BPO services market had total revenue of $317.3bn in 2020, representing a compound annual growth rate (CAGR) of 1.6% between 2016 and 2020.

The Vertical-specific BPO segment was the market's most lucrative in 2020, with total revenue of $79.9bn, equivalent to 25.2% of the market's overall value.

The largest BPO service markets globally are the United States, Asia-Pacific, and Europe with 25%, 39.9% and 24.8% of the market value.

Scope

  • Save time carrying out entry-level research by identifying the size, growth, major segments, and leading players in the global bpo services market
  • Use the Five Forces analysis to determine the competitive intensity and therefore attractiveness of the global bpo services market
  • Leading company profiles reveal details of key bpo services market players' global operations and financial performance
  • Add weight to presentations and pitches by understanding the future growth prospects of the global bpo services market with five year forecasts

Reasons to Buy

  • What was the size of the global bpo services market by value in 2020?
  • What will be the size of the global bpo services market in 2025?
  • What factors are affecting the strength of competition in the global bpo services market?
  • How has the market performed over the last five years?
  • What are the main segments that make up the global bpo services market?
Product Code: MLIG210037-01

Table of Contents

1 EXECUTIVE SUMMARY

  • 1.1. Market value
  • 1.2. Market value forecast
  • 1.3. Category segmentation
  • 1.4. Geography segmentation
  • 1.5. Competitive Landscape

2 Introduction

  • 2.1. What is this report about?
  • 2.2. Who is the target reader?
  • 2.3. How to use this report
  • 2.4. Definitions

3 Global BPO Services

  • 3.1. Market Overview
  • 3.2. Market Data
  • 3.3. Market Segmentation
  • 3.4. Market outlook
  • 3.5. Five forces analysis
  • 3.6. Macroeconomic Indicators

4 BPO Services in Asia-Pacific

  • 4.1. Market Overview
  • 4.2. Market Data
  • 4.3. Market Segmentation
  • 4.4. Market outlook
  • 4.5. Five forces analysis

5 BPO Services in Europe

  • 5.1. Market Overview
  • 5.2. Market Data
  • 5.3. Market Segmentation
  • 5.4. Market outlook
  • 5.5. Five forces analysis
  • 5.6. Macroeconomic Indicators

6 BPO Services in France

  • 6.1. Market Overview
  • 6.2. Market Data
  • 6.3. Market Segmentation
  • 6.4. Market outlook
  • 6.5. Five forces analysis
  • 6.6. Macroeconomic Indicators

7 BPO Services in Germany

  • 7.1. Market Overview
  • 7.2. Market Data
  • 7.3. Market Segmentation
  • 7.4. Market outlook
  • 7.5. Five forces analysis
  • 7.6. Macroeconomic Indicators

8 BPO Services in Australia

  • 8.1. Market Overview
  • 8.2. Market Data
  • 8.3. Market Segmentation
  • 8.4. Market outlook
  • 8.5. Five forces analysis
  • 8.6. Macroeconomic Indicators

9 BPO Services in Brazil

  • 9.1. Market Overview
  • 9.2. Market Data
  • 9.3. Market Segmentation
  • 9.4. Market outlook
  • 9.5. Five forces analysis
  • 9.6. Macroeconomic Indicators

10 BPO Services in Canada

  • 10.1. Market Overview
  • 10.2. Market Data
  • 10.3. Market Segmentation
  • 10.4. Market outlook
  • 10.5. Five forces analysis
  • 10.6. Macroeconomic Indicators

11 BPO Services in China

  • 11.1. Market Overview
  • 11.2. Market Data
  • 11.3. Market Segmentation
  • 11.4. Market outlook
  • 11.5. Five forces analysis
  • 11.6. Macroeconomic Indicators

12 BPO Services in India

  • 12.1. Market Overview
  • 12.2. Market Data
  • 12.3. Market Segmentation
  • 12.4. Market outlook
  • 12.5. Five forces analysis
  • 12.6. Macroeconomic Indicators

13 BPO Services in Indonesia

  • 13.1. Market Overview
  • 13.2. Market Data
  • 13.3. Market Segmentation
  • 13.4. Market outlook
  • 13.5. Five forces analysis
  • 13.6. Macroeconomic Indicators

14 BPO Services in Italy

  • 14.1. Market Overview
  • 14.2. Market Data
  • 14.3. Market Segmentation
  • 14.4. Market outlook
  • 14.5. Five forces analysis
  • 14.6. Macroeconomic Indicators

15 BPO Services in Japan

  • 15.1. Market Overview
  • 15.2. Market Data
  • 15.3. Market Segmentation
  • 15.4. Market outlook
  • 15.5. Five forces analysis
  • 15.6. Macroeconomic Indicators

16 BPO Services in Mexico

  • 16.1. Market Overview
  • 16.2. Market Data
  • 16.3. Market Segmentation
  • 16.4. Market outlook
  • 16.5. Five forces analysis
  • 16.6. Macroeconomic Indicators

17 BPO Services in The Netherlands

  • 17.1. Market Overview
  • 17.2. Market Data
  • 17.3. Market Segmentation
  • 17.4. Market outlook
  • 17.5. Five forces analysis
  • 17.6. Macroeconomic Indicators

18 BPO Services in North America

  • 18.1. Market Overview
  • 18.2. Market Data
  • 18.3. Market Segmentation
  • 18.4. Market outlook
  • 18.5. Five forces analysis

19 BPO Services in Russia

  • 19.1. Market Overview
  • 19.2. Market Data
  • 19.3. Market Segmentation
  • 19.4. Market outlook
  • 19.5. Five forces analysis
  • 19.6. Macroeconomic Indicators

20 BPO Services in Scandinavia

  • 20.1. Market Overview
  • 20.2. Market Data
  • 20.3. Market Segmentation
  • 20.4. Market outlook
  • 20.5. Five forces analysis

21 BPO Services in Singapore

  • 21.1. Market Overview
  • 21.2. Market Data
  • 21.3. Market Segmentation
  • 21.4. Market outlook
  • 21.5. Five forces analysis
  • 21.6. Macroeconomic Indicators

22 BPO Services in South Africa

  • 22.1. Market Overview
  • 22.2. Market Data
  • 22.3. Market Segmentation
  • 22.4. Market outlook
  • 22.5. Five forces analysis
  • 22.6. Macroeconomic Indicators

23 BPO Services in South Korea

  • 23.1. Market Overview
  • 23.2. Market Data
  • 23.3. Market Segmentation
  • 23.4. Market outlook
  • 23.5. Five forces analysis
  • 23.6. Macroeconomic Indicators

24 BPO Services in Spain

  • 24.1. Market Overview
  • 24.2. Market Data
  • 24.3. Market Segmentation
  • 24.4. Market outlook
  • 24.5. Five forces analysis
  • 24.6. Macroeconomic Indicators

25 BPO Services in Turkey

  • 25.1. Market Overview
  • 25.2. Market Data
  • 25.3. Market Segmentation
  • 25.4. Market outlook
  • 25.5. Five forces analysis
  • 25.6. Macroeconomic Indicators

26 BPO Services in The United Kingdom

  • 26.1. Market Overview
  • 26.2. Market Data
  • 26.3. Market Segmentation
  • 26.4. Market outlook
  • 26.5. Five forces analysis
  • 26.6. Macroeconomic Indicators

27 BPO Services in The United States

  • 27.1. Market Overview
  • 27.2. Market Data
  • 27.3. Market Segmentation
  • 27.4. Market outlook
  • 27.5. Five forces analysis
  • 27.6. Macroeconomic Indicators

28 Company Profiles

  • 28.1. Bertelsmann SE & Co. KGaA
  • 28.2. CGI Group Inc.
  • 28.3. TMF Group B.V.
  • 28.4. Teleperformance SE
  • 28.5. HCL Technologies Limited
  • 28.6. NCR Corp
  • 28.7. Accenture plc
  • 28.8. BDO Unicon AO
  • 28.9. Sutherland Global Services Inc
  • 28.10. Wipro Ltd
  • 28.11. Genpact Ltd
  • 28.12. Indra Sistemas, S.A.
  • 28.13. Atento S.A.
  • 28.14. ISS AS
  • 28.15. TTEC Holdings Inc.
  • 28.16. Capgemini SE
  • 28.17. Capita plc
  • 28.18. Infosys Limited
  • 28.19. Cognizant Technology Solutions Corp
  • 28.20. SYNNEX Corporation

29 Appendix

  • 29.1. Methodology
  • 29.2. About MarketLine

List of Tables

  • Table 1: Global bpo services market value: $ billion, 2016-20
  • Table 2: Global bpo services market category segmentation: $ billion, 2020
  • Table 3: Global bpo services market geography segmentation: $ billion, 2020
  • Table 4: Global bpo services market value forecast: $ billion, 2020-25
  • Table 5: Global size of population (million), 2016-20
  • Table 6: Global gdp (constant 2005 prices, $ billion), 2016-20
  • Table 7: Global gdp (current prices, $ billion), 2016-20
  • Table 8: Global inflation, 2016-20
  • Table 9: Global consumer price index (absolute), 2016-20
  • Table 10: Global exchange rate, 2016-20
  • Table 11: Asia-Pacific bpo services market value: $ billion, 2016-20
  • Table 12: Asia-Pacific bpo services market category segmentation: $ billion, 2020
  • Table 13: Asia-Pacific bpo services market geography segmentation: $ billion, 2020
  • Table 14: Asia-Pacific bpo services market value forecast: $ billion, 2020-25
  • Table 15: Europe bpo services market value: $ billion, 2016-20
  • Table 16: Europe bpo services market category segmentation: $ billion, 2020
  • Table 17: Europe bpo services market geography segmentation: $ billion, 2020
  • Table 18: Europe bpo services market value forecast: $ billion, 2020-25
  • Table 19: Europe size of population (million), 2016-20
  • Table 20: Europe gdp (constant 2005 prices, $ billion), 2016-20
  • Table 21: Europe gdp (current prices, $ billion), 2016-20
  • Table 22: Europe inflation, 2016-20
  • Table 23: Europe consumer price index (absolute), 2016-20
  • Table 24: Europe exchange rate, 2016-20
  • Table 25: France bpo services market value: $ million, 2016-20
  • Table 26: France bpo services market category segmentation: $ million, 2020
  • Table 27: France bpo services market geography segmentation: $ million, 2020
  • Table 28: France bpo services market value forecast: $ million, 2020-25
  • Table 29: France size of population (million), 2016-20
  • Table 30: France gdp (constant 2005 prices, $ billion), 2016-20
  • Table 31: France gdp (current prices, $ billion), 2016-20
  • Table 32: France inflation, 2016-20
  • Table 33: France consumer price index (absolute), 2016-20
  • Table 34: France exchange rate, 2016-20
  • Table 35: Germany bpo services market value: $ million, 2016-20
  • Table 36: Germany bpo services market category segmentation: $ million, 2020
  • Table 37: Germany bpo services market geography segmentation: $ million, 2020
  • Table 38: Germany bpo services market value forecast: $ million, 2020-25
  • Table 39: Germany size of population (million), 2016-20
  • Table 40: Germany gdp (constant 2005 prices, $ billion), 2016-20
  • Table 41: Germany gdp (current prices, $ billion), 2016-20
  • Table 42: Germany inflation, 2016-20
  • Table 43: Germany consumer price index (absolute), 2016-20
  • Table 44: Germany exchange rate, 2016-20
  • Table 45: Australia bpo services market value: $ million, 2016-20
  • Table 46: Australia bpo services market category segmentation: $ million, 2020
  • Table 47: Australia bpo services market geography segmentation: $ million, 2020
  • Table 48: Australia bpo services market value forecast: $ million, 2020-25
  • Table 49: Australia size of population (million), 2016-20
  • Table 50: Australia gdp (constant 2005 prices, $ billion), 2016-20
  • Table 51: Australia gdp (current prices, $ billion), 2016-20
  • Table 52: Australia inflation, 2016-20
  • Table 53: Australia consumer price index (absolute), 2016-20
  • Table 54: Australia exchange rate, 2016-20
  • Table 55: Brazil bpo services market value: $ million, 2016-20
  • Table 56: Brazil bpo services market category segmentation: $ million, 2020
  • Table 57: Brazil bpo services market geography segmentation: $ million, 2020
  • Table 58: Brazil bpo services market value forecast: $ million, 2020-25
  • Table 59: Brazil size of population (million), 2016-20
  • Table 60: Brazil gdp (constant 2005 prices, $ billion), 2016-20
  • Table 61: Brazil gdp (current prices, $ billion), 2016-20
  • Table 62: Brazil inflation, 2016-20
  • Table 63: Brazil consumer price index (absolute), 2016-20
  • Table 64: Brazil exchange rate, 2016-20
  • Table 65: Canada bpo services market value: $ million, 2016-20
  • Table 66: Canada bpo services market category segmentation: $ million, 2020
  • Table 67: Canada bpo services market geography segmentation: $ million, 2020
  • Table 68: Canada bpo services market value forecast: $ million, 2020-25
  • Table 69: Canada size of population (million), 2016-20
  • Table 70: Canada gdp (constant 2005 prices, $ billion), 2016-20

List of Figures

  • Figure 1: Global bpo services market value: $ billion, 2016-20
  • Figure 2: Global bpo services market category segmentation: % share, by value, 2020
  • Figure 3: Global bpo services market geography segmentation: % share, by value, 2020
  • Figure 4: Global bpo services market value forecast: $ billion, 2020-25
  • Figure 5: Forces driving competition in the global bpo services market, 2020
  • Figure 6: Drivers of buyer power in the global bpo services market, 2020
  • Figure 7: Drivers of supplier power in the global bpo services market, 2020
  • Figure 8: Factors influencing the likelihood of new entrants in the global bpo services market, 2020
  • Figure 9: Factors influencing the threat of substitutes in the global bpo services market, 2020
  • Figure 10: Drivers of degree of rivalry in the global bpo services market, 2020
  • Figure 11: Asia-Pacific bpo services market value: $ billion, 2016-20
  • Figure 12: Asia-Pacific bpo services market category segmentation: % share, by value, 2020
  • Figure 13: Asia-Pacific bpo services market geography segmentation: % share, by value, 2020
  • Figure 14: Asia-Pacific bpo services market value forecast: $ billion, 2020-25
  • Figure 15: Forces driving competition in the bpo services market in Asia-Pacific, 2020
  • Figure 16: Drivers of buyer power in the bpo services market in Asia-Pacific, 2020
  • Figure 17: Drivers of supplier power in the bpo services market in Asia-Pacific, 2020
  • Figure 18: Factors influencing the likelihood of new entrants in the bpo services market in Asia-Pacific, 2020
  • Figure 19: Factors influencing the threat of substitutes in the bpo services market in Asia-Pacific, 2020
  • Figure 20: Drivers of degree of rivalry in the bpo services market in Asia-Pacific, 2020
  • Figure 21: Europe bpo services market value: $ billion, 2016-20
  • Figure 22: Europe bpo services market category segmentation: % share, by value, 2020
  • Figure 23: Europe bpo services market geography segmentation: % share, by value, 2020
  • Figure 24: Europe bpo services market value forecast: $ billion, 2020-25
  • Figure 25: Forces driving competition in the bpo services market in Europe, 2020
  • Figure 26: Drivers of buyer power in the bpo services market in Europe, 2020
  • Figure 27: Drivers of supplier power in the bpo services market in Europe, 2020
  • Figure 28: Factors influencing the likelihood of new entrants in the bpo services market in Europe, 2020
  • Figure 29: Factors influencing the threat of substitutes in the bpo services market in Europe, 2020
  • Figure 30: Drivers of degree of rivalry in the bpo services market in Europe, 2020
  • Figure 31: France bpo services market value: $ million, 2016-20
  • Figure 32: France bpo services market category segmentation: % share, by value, 2020
  • Figure 33: France bpo services market geography segmentation: % share, by value, 2020
  • Figure 34: France bpo services market value forecast: $ million, 2020-25
  • Figure 35: Forces driving competition in the bpo services market in France, 2020
  • Figure 36: Drivers of buyer power in the bpo services market in France, 2020
  • Figure 37: Drivers of supplier power in the bpo services market in France, 2020
  • Figure 38: Factors influencing the likelihood of new entrants in the bpo services market in France, 2020
  • Figure 39: Factors influencing the threat of substitutes in the bpo services market in France, 2020
  • Figure 40: Drivers of degree of rivalry in the bpo services market in France, 2020
  • Figure 41: Germany bpo services market value: $ million, 2016-20
  • Figure 42: Germany bpo services market category segmentation: % share, by value, 2020
  • Figure 43: Germany bpo services market geography segmentation: % share, by value, 2020
  • Figure 44: Germany bpo services market value forecast: $ million, 2020-25
  • Figure 45: Forces driving competition in the bpo services market in Germany, 2020
  • Figure 46: Drivers of buyer power in the bpo services market in Germany, 2020
  • Figure 47: Drivers of supplier power in the bpo services market in Germany, 2020
  • Figure 48: Factors influencing the likelihood of new entrants in the bpo services market in Germany, 2020
  • Figure 49: Factors influencing the threat of substitutes in the bpo services market in Germany, 2020
  • Figure 50: Drivers of degree of rivalry in the bpo services market in Germany, 2020
  • Figure 51: Australia bpo services market value: $ million, 2016-20
  • Figure 52: Australia bpo services market category segmentation: % share, by value, 2020
  • Figure 53: Australia bpo services market geography segmentation: % share, by value, 2020
  • Figure 54: Australia bpo services market value forecast: $ million, 2020-25
  • Figure 55: Forces driving competition in the bpo services market in Australia, 2020
  • Figure 56: Drivers of buyer power in the bpo services market in Australia, 2020
  • Figure 57: Drivers of supplier power in the bpo services market in Australia, 2020
  • Figure 58: Factors influencing the likelihood of new entrants in the bpo services market in Australia, 2020
  • Figure 59: Factors influencing the threat of substitutes in the bpo services market in Australia, 2020
  • Figure 60: Drivers of degree of rivalry in the bpo services market in Australia, 2020
  • Figure 61: Brazil bpo services market value: $ million, 2016-20
  • Figure 62: Brazil bpo services market category segmentation: % share, by value, 2020
  • Figure 63: Brazil bpo services market geography segmentation: % share, by value, 2020
  • Figure 64: Brazil bpo services market value forecast: $ million, 2020-25
  • Figure 65: Forces driving competition in the bpo services market in Brazil, 2020
  • Figure 66: Drivers of buyer power in the bpo services market in Brazil, 2020
  • Figure 67: Drivers of supplier power in the bpo services market in Brazil, 2020