BPO is an acronym for Business Process Outsourcing. This is a practice of contracting a particular work process or the processes to some external service provider. The services may include accounting, payroll, Human resource, IT services, data recording, telemarketing, social media marketing and more

1. T A B L E O F C O N T E N T S
Market Size & share - Segments, Companies & Geography
Key Trends in the market
01
02
03
04
05 Top Growth Areas
Market Definition
Key industry segments
06 Top 3 players overview

2. Source: Global BPO Market, Nelson Hall
▪ BPO is an acronym for Business Process Outsourcing. This is a practice of contracting a particular work process or the processes to some
external service provider. The services may include accounting, payroll, Human resource, IT services, data recording, telemarketing,
social media marketing and more
▪ Business process outsourcing (BPO) is a method of subcontracting various business-related operations to third-party vendors
▪ Business process outsourcing is defined as the outsourcing of business functions or processes. In order to qualify under this definition, BPO
contracts must involve the vendor in taking responsibility for the delivery of the function concerned
Various Definitions
The BPO industry provides economically viable solutions to businesses
and are also good at providing expertise in a particular field
Definition

3. T A B L E O F C O N T E N T S
Market Size & share - Segments, Companies & Geography
Key Trends in the market
01
02
03
04
05 Top Growth Areas
Market Definition
Key industry segments
06 Top 3 players overview

4. Market
Summary
▪ Demand for business process outsourcing(BPO) services is being driven by businesses that find the need to decrease their
operating cost, harmonize processes and improve their access to qualified talent
▪ Technologies such as cloud and robotic process automation are impacting the BPO industry and opening avenues for
future growth
▪ Overall BPO market is in decline which can be attributed to the increasing capacity for business processes to be
automated. As per estimates the BPO market will shrink by 25.5 bn US dollar due to automation in the coming decade
(2016-2026)
Companies
Global BPO Market Size by Segment (2018) Total value of the Global BPO Market (USD Bn)
Market Size
& Segments
Source: Statista, mordorintelligence.com,
Despite the potential cost savings available through offshoring business
processes, BPO market is witnessing decline due to impact of automation
Market Size & Share

5. ▪ Asia Pacific - China India
Japan Singapore Malaysia
▪ Americas - U.S, Canada
▪ Europe - U.K, Germany,
France
▪ Middle East & Africa
▪ South America - Brazil,
Mexico
▪ Finance & Accounting, Human Resources, KPO, Procurement & Supply Chain, Customer Services
▪ Banking, Financial Services, and Insurance (BFSI), Healthcare, Manufacturing, IT &
Telecommunications, Retail
Market by Region
Market by
Service
Market by End
Use
Source: grandviewresearch, mordorintelligence.com
In 2017, the European business process outsourcing market accounted
for more than 25.0% of the global revenue
Market Segmentation – Geography, Service Type & End Use

6. T A B L E O F C O N T E N T S
Market Size & share - Segments, Companies & Geography
Key Trends in the market
01
02
03
04
05 Top Growth Areas
Market Definition
Key industry segments
06 Top 3 players overview

7. 1
Emerging technologies such as cloud computing, social media, software, and automation are being used by BPOs to reduce costs and
accelerate growth
BPO service providers are investing in Robotic process automation (RPA) as they fear getting replaced by RPA’s themselves. Investment in
RPA has become necessary as bots and artificial intelligence is completing the work at faster and cheaper rate.
2
With increase in social media platform ‘s popularity and their ability to provide wealth of consumer data and feedback BPOs have started
investing in the social media management tools in order to offer a wide range of social media management services
3
Outsourcing is enabling competitive advantage as disruptive outsourcing is delivering competitive advantage by transforming the way
organizations operate by making them more agile, efficient, and effective.
4
Cloud based BPO’s are gaining traction for two main reasons - flexibility and scalability which is being provided by them to small and
medium businesses. Improved business collaboration, higher data security and simplified data administration are major features
5
More and more start-ups are relying on BPO for providing talent at lower costs, completing tedious tasks such as recruitment and trading
which is helping them improve their quality of work, utilize the most recent technologies, and produce higher revenue
6
Source: Technavio, deloitte.com, biz30.timedoctor.com
BPO centric countries like India and the Philippines are facing a skill
shortage and are also investing in lower costing alternatives such as AI
Trends in BPO

8. T A B L E O F C O N T E N T S
Market Size & share - Segments, Companies & Geography
Key Trends in the market
01
02
03
04
05 Top Growth Areas
Market Definition
Key industrysegments
06 Top 3 players overview

9. BFSI Healthcare IT & Telecommunications
In Healthcare BPO Segment, North America accounted for the largest
share of over 55% in 2014
Key Industry Segments
Source: compass.grandviewresearch.com, tcs.com, sourcefit.com, marketwatch.com, Marketresearch
The BFSI industry comprises organizations
that are into –
• banking services such as core banking,
corporate, retail, investment, private, and
cards; financial services
• The BPO industry in BFSI segment provides
services in retail banking and cards
services, commercial banking services,
capital market service, lending services,
analytics, risk management, and reporting
• BPO’s address several challenges faced by
the BFSI industry such as data
management and data integrity. This in
turn is helping it emerge as the fastest-
growing segment with coming years
• According to consulting firm KPMG global
spending on finance and accounting
business process outsourcing (BPO)
services has grown at a rate of 8 percent
until 2017
The healthcare industry includes
pharmaceutical, medical devices, and life
sciences.
• The healthcare payer BPO market is
segmented into claims processing services,
member services, HR services, finance and
accounting services
• Global healthcare payer BPO market size
was valued at USD 15,084.6 million in 2014
and is expected to grow at CAGR of over
10% in coming years
• The market’s growth’s is attributed to
increasing global geriatric population,
regulatory changes, rising healthcare costs,
and the need to improve payer’s operational
efficiency and customer satisfaction
• Key players operating in the healthcare
payer BPO market include Cognizant
Technology Solutions, Xerox Corporation,
Accenture Wipro Limited
It includes various software development
companies and telecommunication service
providers.
Telecom outsourcing has advantages such as
–
▪ Increase in the overall efficiency of the
network operation centers,
▪ Increased focus of telecom operation
centers on more important business
strategies due to more efficient
management of the data
• Rapid proliferation of the IT &
telecommunication sectors in U.S had
helped BPO sector gain market share of
70.0% in 2017
• The global Telecom Outsourcing market
was valued at USD 100.1 Billion in 2017
and is projected to reach USD 106.5 Billion
by 2025

10. T A B L E O F C O N T E N T S
Market Size & share - Segments, Companies & Geography
Key Trends in the market
01
02
03
04
05 TopGrowthAreas
Market Definition
Key industry segments
06 Top 3 players overview

11. India
The IT-BPO industry grew by 8 percent
in 2017 and the sector contributed 7.7
percent to India’s GDP
▪ According to the National Association of Software and Services
Companies (NASSCOM), the IT and BPO trade body in India, a
total of 1.1 million people worked in the Indian BPO industry in
2017
▪ The Indian BPO sector is preparing to re-skill their workforce
after foreseeing the increase of Robotic process automation
▪ Over 500 companies in India offer outsourcing services to over
66 countries. About 200 multinational corporations operate out
of India
▪ NASSCOM estimates up to 40 percent of India’s IT-BPO
workforce would upgrade their skills over the next five years.
Emerging skills that will be in high demand include robotics, big
data analytics, artificial intelligence, and machine learning
Philippines
The Philippines Market for BPO is one of
the Fastest Growing Markets in the World
▪ The Philippines market is fastest growing market in the ASEAN
region, as the government sees BPO as the best opportunity to
create jobs in the country
▪ The BPO sector in the Philippines currently employs over 1.2
million people and accounts for nearly 9% of the country's GDP
▪ It is estimated by 2022, Filipino BPO services will cover 15 percent
of the total global outsourcing market. The industry is also
expected to grow 9% annually for the next five years (2019-24)
▪ Since 2010, in terms of the voice segment the Philippines has
been the market leader
▪ The BPO industry at an annual growth rate of 17% in
Philippines(2016) is projected to generate 1.3 million new jobs
In Philippines, the IT-BPO industry is expected to witness compound
annual growth rate of 11.5% in revenue between 2018 & 2023
Source: biz30.timedoctor.com, flatworldsolutions.com
Top Growth Areas – India and Philippines

12. T A B L E O F C O N T E N T S
Market Size & share - Segments, Companies & Geography
Key Trends in the market
01
02
03
04
05 Top Growth Areas
Market Definition
Key industry segments
06 Top 3 playersoverview

13. Automatic Data Processing (ADP)
▪ With 40 years of BPO experience Capgemini focuses on following sectors –
▪ Retail & distribution, Utilities , Media and Entertainments, Manufacturing and
Financial Services
▪ The company provides its BPO services in more than 40 countries with
solutions for –
▪ Technical Publications for Manufacturing Industries, Finance and accounting
▪ Supply chain, Procurement
▪ Customer operations management, Human resources
▪ The company also boasts expertise in managing complex media and
entertainment industry issues with its platform-based Business Process
Outsourcing (BPO) solutions
▪ The company was positioned in the leader's quadrant for Comprehensive
Finance & Accounting BPO for 2011 and 2012 by Gartner, Inc.
Capgemini
Accenture
▪ Accenture BPO with more than 21years experience offers BPO services
across multiple business functions and processes—finance & accounting,
procurement, marketing, supply chain, HR and learning.
▪ Accenture BPO has more than 350 clients in 150 countries and more than
38,500 BPO clients
▪ It has industry specific and custom BPO’s for Utilities, Insurance,
Health and Pharma sector
▪ In April 2017, Accenture announced the acquisition of Genfour that
provides automation solutions to strengthen the capabilities of Accenture
Operations for multiple sectors such as banking, insurance, and utilities.
▪ Accenture plans to cross-sell its products such as BPO services, IoT, cloud
services, and data analytics to the clients of IBB Consulting.
▪ Accenture is improving its BPO with intelligent operations which includes
an operating model that harnesses new and innovative technologies
including artificial intelligence, distributed ledger technology and quantum
computing
▪ In November 2017, Accenture announced the establishment of a new BPO
center in Romania that is expected to open by December 2018 and employ
over 100 people.
Automatic Data Processing provides payroll & HR outsourcing solutions
for companies in hospitality, financial, healthcare and other industries
Top Players
▪ ADP has a presence in 130+ countries, including India and the Philippines
▪ The Key BPO Services it provides –
▪ Payroll management
▪ Tax services.
▪ Human capital management
▪ ADP has been named a “Leader” in payroll business process outsourcing
(BPO) services by Gartner
Source: capgemini.com, Capgemini-1, Capgemini-2, accenture.com, biz30.timedoctor.com, businesswire.com