Business Process Outsourcing - A World Market Analysis

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Business Process Outsourcing - A World Market Analysis

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With the development of the business process outsourcing market, service providers are experiencing increasing growth opportunities. Demand of companies is on the rise along with the expectations of the clients. Execution of deals depends on the ability of companies to meet client demands. Future of business process outsourcing depends on investments made by vendors and the relationship of vendors with clients.

There is an increase in outsourcing of key business functions and related IT operations, as companies intend to get the right things done for less money. Usually, processes that are outsourced include those, which are necessary but provide no competitive edge. Outsourced business processes include administration, billing, payroll, training, HR functions and logistics management. With increase in mergers, acquisitions, competition and globalization, BPO industry is expected to witness higher demand for new applications and advanced systems leading to growth in the outsourcing market.

These and other market data and trends are presented in "Business Process Outsourcing: A World Market Analysis" by BizAcumen, Inc. Our reports are designed to be most comprehensive in geographic coverage and vertical market analyses

BUSINESS PROCESS OUTSOURCING BMR-6002

CONTENTS

1. METHODOLOGY 1

Study Reliability and Reporting Limitations 1

Disclaimers 2

Quantitative Techniques & Reporting Level 3

2. GLOBAL MARKET OVERVIEW AND OUTLOOK 4

Market Scenario 4

Business Process Outsourcing Market: A Primer 4

Change in Market Scenario with Outsourcing 5

Major Threats 6

Competition in the BPO Vendor Market 6

Egypt to be Emerging Destination for IT outsourcing and BPO 6

Key Industry Segments 6

Worldwide Logistics BPO Market 6

Customer Care Services 7

Growth of Finance and Accounting Outsourcing Market Worldwide 7

HR Business Processes Outsourcing Market 8

One-Stop-Shop for Complete HR Outsourcing Draws Appeal 9

Building Up the Right Team Essential for Successful HR BPO

Outsourcing 9

Procurement BPO Market 10

Increased Demand for Procurement BPO 10

Consulting Services Market 10

Future of Outsourcing - A Global Outlook 11

3. MARKET TRENDS 12

BPO Market and its Growth 12

Emerging Markets Spur Growth 12

Outsourcing Taps New Benefit Areas 12

Emerging Trend Towards Automation 12

Offshore Outsourcing of Call Centers Gains Ground 13

Offshore BPO Driving Cost-Effectiveness 13

BPO - Transitioning 14

De-Stressing of Voice in Call centers 14

Captivation of the Voice 14

Back Office Transactions 14

BPO Moving Towards Multiple Process Outsourcing 14

Shift Towards BPO 14

BPO Market on a High Note 15

Seeking Support from Third-Party Consultants: A Growing Trend 16

Factors Driving Growth 16

Changing Business Perspectives 16

Widening of Scope of New Segments 16

Further Expansion in Established Segments 16

Multi-Process BPO - A Key Growth Driver 17

Impact on Software Enterprises 17

Major Obstacles 17

Pricing Pressure Continues 17

US Slowdown Places BPO in Consolidation Mode 17

Vendor Capacity - an Important Inhibiting Factor 18

Differences in Growth Trends by Geography and Market Segment 18

IT & BPO firms to Realign Its Service Delivery Operations 19

Demand for BPOs that Bring About Transformational Change 19

Implementation Risk in Transformational BPO 20

Trends in Key Industry Segments 20

Financial Services 20

Finance & Accounting Outsourcing - The Dynamic BPO Segment 20

Financial BPO Segment to Witness Robust Growth 21

Trends in HRO 22

HRO - A High-Profile BPO Segment 22

Multiple-Process and Total Human Resource Outsourcing to

Keep Growing 22

Increasing "Commoditization" in HR Functions 22

Senior HR Executives to Play Decisive Roles in HRO

Implementation 22

Small and Medium Enterprises to Expand HRO Services Usage 23

Sole Sourcing - A Potential HRO Model to Increase

Operational Efficiency 23

HRO Demonstrates Vibrant Growth 23

Outsourcing in HR to Increase 24

Procurement Service Outsourcing 25

The Global Procurement BPO Market - An Overview 26

Demand Uptake in Procurement BPO Market 26

Procurement BPO Market - Key Demand Generators 27

Procurement BPO Market - Key Players 27

Major Challenges Faced by Procurement BPO Vendors 27

Knowledge Process Outsourcing 28

Challenges in KPO 28

Changing BPO Buyer and Vendor Roles 29

Spending Trends by Segment 29

BPO Market Trends - Recent Past Perspective 29

Pricing Trends 29

BPO Sales Cycle 29

The Range of Multishore BPO Expands 30

Outsourcing Transactions Grow, While Value Takes a Plunge 30

Maturing Market to Drive Trend for Consolidation 30

Changing Perceptions 30

Outsourced Functions and Growth Sectors 31

Advantage of Integrators 32

Buyer and Vendor Relationships 32

Europe Surpasses US in Large Outsourcing Contracts 32

Market Players 32

HR BPO Gaining Rapid Ground 33

Offshoring and Nearshoring 33

Key Factors Influencing Outsourcing 34

Advantages and Downsides of Outsourcing 34

Outsourcing Model Under Transformation 35

Location - A Key Factor Influencing Outsourcing Decisions 36

OTC Technology Creating New Avenues in B2B Billing Outsourcing 37

On-Demand Services Picking up Momentum 37

Major Outsourcing Destinations for Global Companies 37

Client Base of Outsourcing Business 38

Countries with Potential Capabilities to Challenge India's

BPO Supremacy 38

Outsourcing Challenges 39

4. SERVICE FACTS 39

Business Process Outsourcing (BPO) 39

Planning for BPO 40

Cost Savings in BPO 40

Types of BPOs 40

Onsite Business Process Outsourcing 40

Offsite Business Process Outsourcing 41

Offshore Business Process Outsourcing 41

5. CORPORATE DEVELOPMENTS 42

BancTec Acquires DocuData Solutions 42

Genpact Acquires Majority Stake in Citigroup 42

Aegis BPO Takes Over AOL Call Center 42

NCO Group Completes Acquisition of Outsourcing Solutions 42

Accenture Acquires Gestalt 43

Affiliated Computer Services to Take Over CompIQ 43

Affiliated Computer Services Takes Over Communications

Development 44

Accenture Inks Agreement to Take Over AddVal Technology 44

HP to Take Over EDS 44

Hewitt Announces Acquisition of LCG 45

South West Water and Accenture Enter into Outsourcing Agreement 46

Eisai Inks Outsourcing Agreement with Accenture 46

Accenture Enters into BPO Services Agreement with CNA Financial 46

ACS Renews Contract with Weld County 47

Baltimore Gas Selects Accenture to Rollout Smart Energy Savers

Program 47

The US Department of VA Selects EDS to Support Combat Veteran

Call Center 47

Scripps Selects ADP for Providing BPO Services 48

TCS Bags Multi-Year IT Outsourcing Contract 48

TCS Subsidiary Receives Contract for BPO Services from Sun

Life Financial 48

TeleTech Inks Multiyear Service Contract with JNET 48

StarTek Renews Agreement with a Communication Company 49

HP Bags a Long-Term Contract from Tribune Publishing 49

ACS Receives a Supply Contract from CAQH 50

ADP to provide HR BPO Services to Sodexo 50

Convergys Enters into Agreement with a Financial Services Company 50

Convergys Enters into Contract with Avaya 51

CSC Wins Contract from Zurich Financial Services 51

CSC Signs BPO Contract with Wilton Re 51

CSC Enters into Contract with GSA 52

CSC Bags Contract from Eaton 52

TCS Renews Contract with Virgin Atlantic 53

Spherion and United Airlines Renew Contract for Recruitment

Outsourcing 53

Harvard Pilgrim Extends Agreement with Perot Systems 53

CGI Extends Contract with Océ North America 54

Spherion to Expand RPO Operations 54

Tata to Set-up Rural BPO Unit in Orissa 54

Perot Systems to Establish Infrastructure, IT services and BPO

Division in Coimbatore 54

Accenture Announces its Procurement BPO 54

CGI Announces Merger of its Insurance Divisions 55

Spherion to Acquire Technisource 55

Gevity Announces Acquisition of HRAmerica 56

ACS Announces Acquisition of Albion 56

Convergys Acquires AOL Contact Center 57

Adaptis Inks Partnership with Kaye-Smith 57

Adaptis Signs BPO Alliance with Clear Choice Health Plan 57

Accenture Signs Outsourcing Agreement with AIG 58

Accenture and Microsoft Enter into an Outsourcing Agreement 58

Accenture and BT Enter into an Outsourcing Agreement 59

Washington Gas Signs Agreement with Accenture 59

Accenture and United Utilities Enter Outsourcing Agreement 59

Convergys Inks Contract with Johnson & Johnson 59

Convergys and Fifth Third Bancorp Renews Contract 60

Convergys and Rosetta Stone Sign Contract 60

CGI Renews Agreement with The Commerce Group 61

ACS Renews Contract with PERSI 61

ACS Inks Deal with Safety-Kleen 62

CSC Enters into a BPO Contract with UKvisas 62

CSC Secures a Contract from DHS to Develop IDDMP for USCIS 62

CSC Wins BPO Contract from Universal for Providing Banking

Services 63

CSC Wins BPO Services Contract from Chubb 63

CSC Obtains an Eagle Task Order from USCIS 64

Hewitt Contracts with Rogers 64

Intelligroup Contracts with eXpertivity 65

TCS Contracts with Hawaiian Airlines 65

EDS Inks Agreement with Telekomunikacja 66

TCS Enters into an Agreement with Pichincha 66

Computer Sciences Enters Multi-Year BPO Agreement with Northstar 67

Convergys to Provide Marketing Research for a Global Financial

Firm 67

Convergys Enters into Agreement with Telecom Egypt 68

Convergys Enters into Contract with Starbucks 68

CSC Expands Contract with John Hancock 68

Rabobank Extends BPO Contract with Unisys 69

CSC Extends Outsourcing Contract with Swiss Re 69

6. MAJOR PLAYERS 70

Accenture (USA) 70

Adaptis, Inc. (USA) 70

Aegis InterWorld, Inc. (USA) 70

Affiliated Computer Services (USA) 70

Amdocs Limited (USA) 70

Ceridian Corporation (USA) 70

CGI Group (Canada) 71

Computer Sciences Corporation (USA) 71

Convergys Corporation (USA) 71

Electronic Data Systems Corporation (USA) 71

Gevity HR, Inc. (USA) 72

Hewitt Associates, LLC (USA) 72

Intelligroup, Inc. (USA) 72

KARVY Global Services Limited (India) 72

Keane, Inc. (USA) 72

Perot Systems Corporation (USA) 73

Sapient Corporation (USA) 73

Spherion Corporation (USA) 73

StarTek, Inc. (USA) 73

Tata Consultancy Services Limited (India) 74

Intelenet Global Services Pvt. Ltd. (India) 74

Unisys Corporation (USA) 74

7. MARKET ANALYTICS 75

8. THE UNITED STATES 82

Market Overview and Outlook 82

Human Resources Outsourcing - A Highly Lucrative and Rapidly

Growing Segment 82

Key Issues in HRO 83

The US Imaging and Document Management Outsourcing Market 84

The Offshoring Advantage 84

Offshoring Challenges 85

The Right Strategy for Offshoring 85

Procurement BPO Market 85

HR Outsourcing - The Fastest Growing BPO Domain 86

Outsource to Remain Competitive 86

Factors Compelling US Businesses to Move to Offshore BPO Sector 87

The Trend for Relocating 87

9. CANADA 89

Market Overview and Outlook 89

10. EUROPE 91

a. France 96

b. Germany 97

c. The United Kingdom 98

d. Rest of Europe 101

11. ASIA-PACIFIC 104

Asia-Pacific Market for BPO 104

Asia-Pacific Registers High Growth in Outsourcing 105

HR Outsourcing to Expand 105

India - A Key Destination for Outsourcing in Asia-Pacific 105

The BPO Industry - Year 2008 105

Outsourcing Remains Strong Despite Margin Pressures 105

Smaller Companies Under Intense Pressure 106

Vendors Call for Economies of Scale 106

BPO Sector Eyes Smaller Cities 107

Players to Witness Diversified Client Base 107

Domestic Market Depicts Signs of Waking Up 107

Mid-Market - the Next Big Stop 107

The Integration of Software and BPO 108

KPO Industry Gains Efficiency 108

IT and BPO Sector to Register High Growth 108

The IT-BPO Sector Flourishing in India 109

The Indian Edge in the Global BPO Market 110

Factors Underpinning the Indian ITES-BPO Exports 111

Large English Speaking Cohort 111

Standard Security Setting 111

Focus on Premium Quality 111

Enabling Policy Setting 112

Low-Cost Advantage 112

Accelerating Business Infrastructure 112

More Foreign Language Jobs to Create Need for Foreign

Language Professionals 112

Indian Outsourcing Market 113

Indian BPO Market in Boom 113

India Leads in BPO Transactions 113

Year 2008 - Assumes Greater Importance for the BPO Sector 115

Indian Procurement Service Outsourcing 115

India Becomes Global BPO Publishing Hub 115

US Mortgage Outsourcing Opportunity for India 116

Indian BPOs Under Pressure, as Tier-Two Players Gain Ground 117

Tier-One Suppliers Face Troubled Waters 117

North East India Entices BPO Firms 118

Market Competition 118

Tier-Two Players Drive on Uneven Ground 119

BPO Leader - Today India, Tomorrow ? 119

India BPO Sector En Route to Growth Despite Odds 120

BPO Market All Set to Target Finance Sector 120

Indian IT Vendors Target to Increase BPO Market Share 121

Captive Players Dominate BPO Services Market 122

Indian BPO Industry to Face Shortage of Labor 123

India to Lose Dominance in Future 123

Indian Vendors Eye Domestic Potential 124

Government Eases Policies, Allows Sharing of Facilities for

Daytime Processes 124

Indian Government's New Regime Strengthens Domestic BPO Market 124

India's Competitive Stance Expected to Weaken 125

Indian Vendors Target US Healthcare Sector 125

Increasing Opportunities for Chartered Accountant in India 126

Financial Companies Plan End-to-End Outsourcing 126

US Healthcare Industry Opens Door to Indian BPOs 126

BPO-IT Companies Venture into KPO Business for Higher Returns 127

Indian BPO Market 127

Indian BPO Industry Outlook 128

Infrastructure and Staff Constraints 128

Growth Prospects 128

Indian BPO Clients Prefer Integrated IT-BPO Services 128

Rising Rupee Strongly Impacts the BPO Sector 129

Role of Indian Suppliers in the Domestic Market 129

The Competition Ahead 130

Issues Affecting the Industry 131

Attrition - The Bane of Indian BPO Sector 131

India Faces Increasing Challenge in Global BPO Market 132

India to Suffer Erosion in BPO Market Share 132

Challenging Attrition 133

The Emergence of Indian BPO in the Global Scene 133

Changing Trends of Indian BPO Sector 134

Indian Back-Office Service Providers Eye Overseas Markets 134

Educational Segment Opens New Grounds 134

India Dominates Worldwide Offshore Segment 135

Growth of the Offshore Market 135

Consolidation and Fragmentation Go Parallel 136

Multinationals Threaten Dominance of Indian Players 136

Opportunities for Indian Vendors 136

Philippines 137

The Philippines BPO Market 137

Philippines BPO Industry to Record Improved Growth 138

Philippines Eyes US BPO Market 138

Strengths of Philippines 138

Philippines to Tap Australian BPO Opportunities 139

The Singapore BPO Market Scenario 139

China to Support BPO Development 139

Malaysian BPO Sector 140

Singaporean BPO Sector 140

The Thailand BPO Sector 140

12. REST OF WORLD 142

Outlook 142

Brazil 142

Chile 142

Israel 142

Egypt: An Emerging Market 143

Africa 143

South Africa 144

Service Overview 145

Current Scenario 145

Growth Strategies 146

Outlook 146

Call Centers Dominate the BPO Scene 147

Team SA - A Group Effort to Boost Domestic BPO Market 147

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 & 2012

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 & 2012

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 & 2012

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 & 2012

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 & 2012

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 & 2012

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 & 2012

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 & 2012

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 & 2012

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 & 2012

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 & 2012

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 & 2012

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 & 2012

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 & 2012

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

& 2012

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 &

2012

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

& 2012

COMPANIES PROFILED

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