Key Market Insights
In 2022, the World business process outsourcing market was valued at USD 245.9 billion and is expected to grow US$ 544.8 billion in 2032. Between 2023 and 2032 this market is estimated to register a CAGR of 8.5%.
- In 2022, IT and telecom was the leading end user sector of the BPO market with 25% market share. This can be explained by IT/telecommunication companies seeking BPO services to manage non-core processes for them - customer relationship management (CRM), finance/accounting services as well as human resource (HR).
- North America held the highest market share for BPO services globally in 2022 with 40.41% market share due to an abundance of BPO service providers and their adoption among enterprises in this region.
- Asia Pacific stands out as the fastest-growing segment within the global BPO market with compound annual compound annual compound annual compounded annual compound annual compound compounding rate at 11.2% over its forecast period due to increasing BPO services demand among emerging economies like India, China and Philippines.
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Latest Trends
- Artificial intelligence (AI), machine learning (ML), and robotic process automation (RPA) technologies are increasingly driving growth of the BPO market, helping service providers automate processes more easily while improving efficiency and lowering costs.
- Emerging economies' increasing appetite for BPO services is driving market expansion. Businesses based in these countries increasingly entrusting non-core processes to BPO service providers so as to concentrate their attention and reduce expenses on core competencies while outsourcing non-essential processes to BPO vendors.
- Customer experience has emerged as a central trend driving the expansion of BPO market. More and more enterprises outsource customer-facing processes to BPO providers to enhance customer experiences and satisfaction levels.
COVID-19's Effect
- The COVID-19 pandemic had an immense effect on the global BPO market. At first, economic slowdown caused by disruptions of business operations temporarily decreased demand for BPO services; however, after recovery occurred and growth is anticipated for coming years.
- COVID-19 pandemic has also hastened adoption of digital technologies by BPO service providers. BPO service providers increasingly utilize these digital solutions to automate processes, increase efficiency and lower costs - while simultaneously encouraging remote work practices within this industry.
Driving Factors
Below are the primary driving forces influencing the BPO market:
- Focusing on Core Competencies: Businesses today increasingly understand the necessity of focusing on their core competencies by outsourcing non-core processes to BPO providers, thus freeing them up to focus on what they do best and improve overall efficiency.
- Rising demand for cost-effective solutions: BPO services offer businesses cost savings through accessing skilled professionals at reduced fees.
- Digital technologies: Digital technologies such as AI, robotics and machine learning are increasingly used to automate and streamline business processes, offering more cost-efficient services to their clients than ever before. BPO providers utilize such technologies as part of their offering.
Restraining Factors
Here are a few restraining factors for the BPO market.
- Businesses often hesitate to entrust sensitive data and processes with BPO providers due to security and privacy worries, while unawareness about its advantages may deter others. Without knowing its advantages and how to select one of its providers can cause many business owners pause before outsourcing BPO processes or services.
- Language and cultural barriers: Businesses may face some difficulty when outsourcing to BPO providers in other countries due to language and cultural differences between providers and themselves.
Key Opportunity Factors
Below are a few key opportunity factors in the BPO market.
- Emerging Markets: BPO services have seen steady increases in emerging markets such as India, China and the Philippines as demand rises due to an abundance of skilled BPO professionals available there.
- Adopting New Technologies: BPO providers have increasingly turned to cutting-edge technologies like AI, robotics and machine learning in order to offer more cost-efficient yet client-specific services - creating new opportunities within the BPO market.
- Demand for customer-centric BPO Services Is Rising: Businesses have increasingly prioritized providing superior customer experiences. Customer-focused BPO services help organizations improve customer satisfaction and loyalty thereby creating new opportunities for BPO providers.
Challenging Factors
Here are a few key challenging factors for the BPO market:
- Competition from in-house BPO teams: Some businesses are opting to build in-house BPO teams instead of outsourcing external providers, thus creating competition among BPO providers.
- Compliance requirements: BPO providers must abide by a host of complex and costly regulations when offering BPO services, making compliance costly yet time-consuming.
- Talent Gap: There is currently an inability of BPO service providers in some countries to meet rising customer demand due to an absence of experienced BPO professionals. This situation makes fulfilling orders for services more challenging.
Key Market Segments
Based on the Service Type
- Finance & Accounting
- Human Resources
- Procurement & Supply Chain
- Customer Services
- Other Service Types
Based on the Operating Model
- Cloud
- On-Premise
- Based on End-User
- BFSI
- Healthcare
- Manufacturing
- IT & Telecom
- Retail
- Other End-Users
Key players
Listed below are some of the most prominent business process outsourcing industry players.
- Accenture PLC
- Amdocs Ltd
- Capgemini SE
- CBRE Group, Inc.
- HCL Technologies Limited
- Infosys BPM Limited
- NCR Corporation
- SODEXO S.A.
- TTEC Holdings, Inc.
- Wipro Limited
- Other Key Players
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