Business Process Outsourcing - A World Market Analysis

1.METHODOLOGY
Study Reliability and Reporting Limitations
Disclaimers
Quantitative Techniques & Reporting Level
2.GLOBAL MARKET OVERVIEW AND OUTLOOK
Market Scenario
Business Process Outsourcing Market: A Primer
Change in Market Scenario with Outsourcing
Major Threats
Competition in the BPO Vendor Market
Egypt to be Emerging Destination for IT outsourcing and BPO
Key Industry Segments
Worldwide Logistics BPO Market
Customer Care Services
Growth of Finance and Accounting Outsourcing Market Worldwide
HR Business Processes Outsourcing Market
One-Stop-Shop for Complete HR Outsourcing Draws Appeal
Building Up the Right Team Essential for Successful HR BPO Outsourcing
Procurement BPO Market
Increased Demand for Procurement BPO
Consulting Services Market
Future of Outsourcing – A Global Outlook
3.MARKET TRENDS
BPO Market and its Growth
Emerging Markets Spur Growth
Outsourcing Taps New Benefit Areas
Emerging Trend Towards Automation
Offshore Outsourcing of Call Centers Gains Ground
Offshore BPO Driving Cost-Effectiveness
BPO - Transitioning
De-Stressing of Voice in Call centers
Captivation of the Voice
Back Office Transactions
BPO Moving Towards Multiple Process Outsourcing
Shift Towards BPO
BPO Market on a High Note
Seeking Support from Third-Party Consultants: A Growing Trend
Factors Driving Growth
Changing Business Perspectives
Widening of Scope of New Segments
Further Expansion in Established Segments
Multi-Process BPO - A Key Growth Driver
Impact on Software Enterprises
Major Obstacles
Pricing Pressure Continues
US Slowdown Places BPO in Consolidation Mode
Vendor Capacity - an Important Inhibiting Factor
Differences in Growth Trends by Geography and Market Segment
IT & BPO firms to Realign Its Service Delivery Operations
Demand for BPOs that Bring About Transformational Change
Implementation Risk in Transformational BPO
Trends in Key Industry Segments
Financial Services
Finance & Accounting Outsourcing – The Dynamic BPO Segment
Financial BPO Segment to Witness Robust Growth
Trends in HRO
HRO - A High-Profile BPO Segment
Multiple-Process and Total Human Resource Outsourcing to Keep Growing
Increasing "Commoditization" in HR Functions
Senior HR Executives to Play Decisive Roles in HRO Implementation
Small and Medium Enterprises to Expand HRO Services Usage
Sole Sourcing - A Potential HRO Model to Increase Operational Efficiency
HRO Demonstrates Vibrant Growth
Outsourcing in HR to Increase
Procurement Service Outsourcing
The Global Procurement BPO Market - An Overview
Demand Uptake in Procurement BPO Market
Procurement BPO Market – Key Demand Generators
Procurement BPO Market – Key Players
Major Challenges Faced by Procurement BPO Vendors
Knowledge Process Outsourcing
Challenges in KPO
Changing BPO Buyer and Vendor Roles
Spending Trends by Segment
BPO Market Trends – Recent Past Perspective
Pricing Trends
BPO Sales Cycle
The Range of Multishore BPO Expands
Outsourcing Transactions Grow, While Value Takes a Plunge
Maturing Market to Drive Trend for Consolidation
Changing Perceptions
Outsourced Functions and Growth Sectors
Advantage of Integrators
Buyer and Vendor Relationships
Europe Surpasses US in Large Outsourcing Contracts
Market Players
HR BPO Gaining Rapid Ground
Offshoring and Nearshoring
Key Factors Influencing Outsourcing
Advantages and Downsides of Outsourcing
Outsourcing Model Under Transformation
Location – A Key Factor Influencing Outsourcing Decisions
OTC Technology Creating New Avenues in B2B Billing Outsourcing
On-Demand Services Picking up Momentum
Major Outsourcing Destinations for Global Companies
Client Base of Outsourcing Business
Countries with Potential Capabilities to Challenge India’s BPO Supremacy
Outsourcing Challenges
4.SERVICE FACTS
Business Process Outsourcing (BPO)
Planning for BPO
Cost Savings in BPO
Types of BPOs
Onsite Business Process Outsourcing
Offsite Business Process Outsourcing
Offshore Business Process Outsourcing
5.CORPORATE DEVELOPMENTS
BancTec Acquires DocuData Solutions
Genpact Acquires Majority Stake in Citigroup
Aegis BPO Takes Over AOL Call Center
NCO Group Completes Acquisition of Outsourcing Solutions
Accenture Acquires Gestalt
Affiliated Computer Services to Take Over CompIQ
Affiliated Computer Services Takes OverCommunications Development
Accenture Inks Agreement to Take Over AddVal Technology
HP to Take Over EDS
Hewitt Announces Acquisition of LCG
South West Water and Accenture Enter into Outsourcing Agreement
Eisai Inks Outsourcing Agreement with Accenture
Accenture Enters into BPO Services Agreement with CNA Financial
ACS Renews Contract with Weld County
Baltimore Gas Selects Accenture to Rollout Smart Energy Savers Program
The US Department of VA Selects EDS to Support Combat Veteran Call Center
Scripps Selects ADP for Providing BPO Services
TCS Bags Multi-Year IT Outsourcing Contract
TCS Subsidiary Receives Contract for BPO Services from Sun Life Financial
TeleTech Inks Multiyear Service Contract with JNET
StarTek Renews Agreement with a Communication Company
HP Bags a Long-Term Contract from Tribune Publishing
ACS Receives a Supply Contract from CAQH
ADP to provide HR BPO Services to Sodexo
Convergys Enters into Agreement with a Financial Services Company
Convergys Enters into Contract with Avaya
CSC Wins Contract from Zurich Financial Services
CSC Signs BPO Contract with Wilton Re
CSC Enters into Contract with GSA
CSC Bags Contract from Eaton
TCS Renews Contract with Virgin Atlantic
Spherion and United Airlines Renew Contract for Recruitment Outsourcing
Harvard Pilgrim Extends Agreement with Perot Systems
CGI Extends Contract with Océ North America
Spherion to Expand RPO Operations
Tata to Set-up Rural BPO Unit in Orissa
Perot Systems to Establish Infrastructure, IT services and BPO Division in Coimbatore
Accenture Announces its Procurement BPO
CGI Announces Merger of its Insurance Divisions
Spherion to Acquire Technisource
Gevity Announces Acquisition of HRAmerica
ACS Announces Acquisition of Albion
Convergys Acquires AOL Contact Center
Adaptis Inks Partnership with Kaye-Smith
Adaptis Signs BPO Alliance with Clear Choice Health Plan
Accenture Signs Outsourcing Agreement with AIG
Accenture and Microsoft Enter into an Outsourcing Agreement
Accenture and BT Enter into an Outsourcing Agreement
Washington Gas Signs Agreement with Accenture
Accenture and United Utilities Enter Outsourcing Agreement
Convergys Inks Contract with Johnson & Johnson
Convergys and Fifth Third Bancorp Renews Contract
Convergys and Rosetta Stone Sign Contract
CGI Renews Agreement with The Commerce Group
ACS Renews Contract with PERSI
ACS Inks Deal with Safety-Kleen
CSC Enters into a BPO Contract with UKvisas
CSC Secures a Contract from DHS to Develop IDDMP for USCIS
CSC Wins BPO Contract from Universal for Providing Banking Services
CSC Wins BPO Services Contract from Chubb
CSC Obtains an Eagle Task Order from USCIS
Hewitt Contracts with Rogers
Intelligroup Contracts with eXpertivity
TCS Contracts with Hawaiian Airlines
EDS Inks Agreement with Telekomunikacja
TCS Enters into an Agreement with Pichincha
Computer Sciences Enters Multi-Year BPO Agreement with Northstar
Convergys to Provide Marketing Research for a Global Financial Firm
Convergys Enters into Agreement with Telecom Egypt
Convergys Enters into Contract with Starbucks
CSC Expands Contract with John Hancock
Rabobank Extends BPO Contract with Unisys
CSC Extends Outsourcing Contract with Swiss Re
6.MAJOR PLAYERS
Accenture (USA)
Adaptis, Inc. (USA)
Aegis InterWorld, Inc. (USA)
Affiliated Computer Services (USA)
Amdocs Limited (USA)
Ceridian Corporation (USA)
CGI Group (Canada)
Computer Sciences Corporation (USA)
Convergys Corporation (USA)
Electronic Data Systems Corporation (USA)
Gevity HR, Inc. (USA)
Hewitt Associates, LLC (USA)
Intelligroup, Inc. (USA)
KARVY Global Services Limited (India)
Keane, Inc. (USA)
Perot Systems Corporation (USA)
Sapient Corporation (USA)
Spherion Corporation (USA)
StarTek, Inc. (USA)
Tata Consultancy Services Limited (India)
Intelenet Global Services Pvt. Ltd. (India)
Unisys Corporation (USA)
7.MARKET ANALYTICS
8.THE UNITED STATES
Market Overview and Outlook
Human Resources Outsourcing – A Highly Lucrative and Rapidly Growing Segment
Key Issues in HRO
The US Imaging and Document Management Outsourcing Market
The Offshoring Advantage
Offshoring Challenges
The Right Strategy for Offshoring
Procurement BPO Market
HR Outsourcing – The Fastest Growing BPO Domain
Outsource to Remain Competitive
Factors Compelling US Businesses to Move to Offshore BPO Sector
The Trend for Relocating
9.CANADA
Market Overview and Outlook
10.EUROPE
a.France
b.Germany
c.The United Kingdom
d.Rest of Europe
11.ASIA-PACIFIC
Asia-Pacific Market for BPO
Asia-Pacific Registers High Growth in Outsourcing
HR Outsourcing to Expand
India – A Key Destination for Outsourcing in Asia-Pacific
The BPO Industry - Year 2008
Outsourcing Remains Strong Despite Margin Pressures
Smaller Companies Under Intense Pressure
Vendors Call for Economies of Scale
BPO Sector Eyes Smaller Cities
Players to Witness Diversified Client Base
Domestic Market Depicts Signs of Waking Up
Mid-Market – the Next Big Stop
The Integration of Software and BPO
KPO Industry Gains Efficiency
IT and BPO Sector to Register High Growth
The IT-BPO Sector Flourishing in India
The Indian Edge in the Global BPO Market
Factors Underpinning the Indian ITES-BPO Exports
Large English Speaking Cohort
Standard Security Setting
Focus on Premium Quality
Enabling Policy Setting
Low-Cost Advantage
Accelerating Business Infrastructure
More Foreign Language Jobs to Create Need for Foreign Language Professionals
Indian Outsourcing Market
Indian BPO Market in Boom
India Leads in BPO Transactions
Year 2008 - Assumes Greater Importance for the BPO Sector
Indian Procurement Service Outsourcing
India Becomes Global BPO Publishing Hub
US Mortgage Outsourcing Opportunity for India
Indian BPOs Under Pressure, as Tier-Two Players Gain Ground
Tier-One Suppliers Face Troubled Waters
North East India Entices BPO Firms
Market Competition
Tier-Two Players Drive on Uneven Ground
BPO Leader - Today India, Tomorrow…?
India BPO Sector En Route to Growth Despite Odds
BPO Market All Set to Target Finance Sector
Indian IT Vendors Target to Increase BPO Market Share
Captive Players Dominate BPO Services Market
Indian BPO Industry to Face Shortage of Labor
India to Lose Dominance in Future
Indian Vendors Eye Domestic Potential
Government Eases Policies, Allows Sharing of Facilities for Daytime Processes
Indian Government’s New Regime Strengthens Domestic BPO Market
India’s Competitive Stance Expected to Weaken
Indian Vendors Target US Healthcare Sector
Increasing Opportunities for Chartered Accountant in India
Financial Companies Plan End-to-End Outsourcing
US Healthcare Industry Opens Door to Indian BPOs
BPO-IT Companies Venture into KPO Business for Higher Returns
Indian BPO Market
Indian BPO Industry Outlook
Infrastructure and Staff Constraints
Growth Prospects
Indian BPO Clients Prefer Integrated IT-BPO Services
Rising Rupee Strongly Impacts the BPO Sector
Role of Indian Suppliers in the Domestic Market
The Competition Ahead
Issues Affecting the Industry
Attrition – The Bane of Indian BPO Sector
India Faces Increasing Challenge in Global BPO Market
India to Suffer Erosion in BPO Market Share
Challenging Attrition
The Emergence of Indian BPO in the Global Scene
Changing Trends of Indian BPO Sector
Indian Back-Office Service Providers Eye Overseas Markets
Educational Segment Opens New Grounds
India Dominates Worldwide Offshore Segment
Growth of the Offshore Market
Consolidation and Fragmentation Go Parallel
Multinationals Threaten Dominance of Indian Players
Opportunities for Indian Vendors
Philippines
The Philippines BPO Market
Philippines BPO Industry to Record Improved Growth
Philippines Eyes US BPO Market
Strengths of Philippines
Philippines to Tap Australian BPO Opportunities
The Singapore BPO Market Scenario
China to Support BPO Development
Malaysian BPO Sector
Singaporean BPO Sector
The Thailand BPO Sector
12.REST OF WORLD
Outlook
Brazil
Chile
Israel
Egypt: An Emerging Market
Africa
South Africa
Service Overview
Current Scenario
Growth Strategies
Outlook
Call Centers Dominate the BPO Scene
Team SA - A Group Effort to Boost Domestic BPO Market
Exhibits
Table 1: Global Business Process Outsourcing Market by Region for the Period 2007-2015 (Sales in US$ Billion)
Table 2: Percentage Breakdown of Global Business Process Outsourcing Market by Region for the Years 2008 & 2009
Table 3: Global Logistics Outsourcing Market by Region for the Period 2007-2015 (Sales in US$ Billion)
Table 4: Percentage Breakdown of Global Logistics Outsourcing Market by Region for the Years 2008 & 2009
Table 5: Global Sales and Marketing Outsourcing Market by Region for the Period 2007-2015 (Sales in US$ Billion)
Table 6: Percentage Breakdown of Global Sales and Marketing Outsourcing Market by Region for the Years 2008 & 2009
Table 7: Global Customer Care Outsourcing Market by Region for the Period 2007-2015 (Sales in US$ Billion)
Table 8: Percentage Breakdown of Global Customer Care Outsourcing Market by Region for the Years 2008 & 2009
Table 9: Global Finance and Accounting Outsourcing Market by Region for the Period 2007-2015 (Sales in US$ Billion)
Table 10: Percentage Breakdown of Global Finance & Accounting Outsourcing Market by Region for the Years 2008 & 2009
Table 11: Global Human Resource Outsourcing Market by Region for the Period 2007-2015 (Sales in US$ Billion)
Table 12: Percentage Breakdown of Global Human Resource Outsourcing Market by Region for the Years 2008 & 2009
Table 13: Global Other Business Process Outsourcing Market by Region for the Period 2007-2015 (Sales in US$ Billion)
Table 14: Percentage Breakdown of Global Other Business Process Outsourcing Market by Region for the Years 2008 & 2009
Table 15: Business Process Outsourcing Market by Service Segment in the US: 2007-2015 (Sales in US$ billion)
Table 16: Percentage Breakdown of Business Process Outsourcing Market by Service Segment in the US for the Years 2008 & 2009
Table 17: Business Process Outsourcing Market by Service Segment in Canada: 2007-2015 (Sales in US$ billion)
Table 18: Percentage Breakdown of Business Process Outsourcing Market by Service Segment in Canada for the Years 2008 & 2009
Table 19: Business Process Outsourcing Market by Region in Europe: 2007-2015 (Sales in US$ billion)
Table 20: Percentage Breakdown of Business Process Outsourcing Market by Region in Europe for the Years 2008 & 2009
Table 21: Business Process Outsourcing Market by Service Segment in Europe: 2007-2015 (Sales in US$ billion)
Table 22: Percentage Breakdown of Business Process Outsourcing Market by Service Segment in Europe for the Years 2008 & 2009
Table 23: Business Process Outsourcing Market by Service Segment in France: 2007-2015 (Sales in US$ billion)
Table 24: Percentage Breakdown of Business Process Outsourcing Market by Service Segment in France for the Years 2008 & 2009
Table 25: Business Process Outsourcing Market by Service Segment in Germany: 2007-2015 (Sales in US$ billion)
Table 26: Percentage Breakdown of Business Process Outsourcing Market by Service Segment in Germany for the Years 2008 & 2009
Table 27: Business Process Outsourcing Market by Service Segment in the UK: 2007-2015 (Sales in US$ billion)
Table 28: Percentage Breakdown of Business Process Outsourcing Market by Service Segment in the UK for the Years 2008 & 2009
Table 29: Business Process Outsourcing Market by Service Segment in Rest of Europe: 2007-2015 (Sales in US$ billion)
Table 30: Percentage Breakdown of Business Process Outsourcing Market by Service Segment in Rest of Europe for the Years 2008 & 2009
Table 31: Business Process Outsourcing Market by Service Segment in Asia-Pacific: 2007-2015 (Sales in US$ billion)
Table 32: Percentage Breakdown of Business Process Outsourcing Market by Service Segment in Asia-Pacific for the Years 2008 & 2009
Table 33: Business Process Outsourcing Market by Service Segment in Rest of World: 2007-2015 (Sales in US$ billion)
Table 34: Percentage Breakdown of Business Process Outsourcing Market by Service Segment in Rest of World for the Years 2008 & 2009
Companies Profiled