NEW YORK, May 19, 2011 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:
Global Business Process Outsourcing (BPO) Industry
This report analyzes the worldwide markets for Business Process Outsourcing in US$ Million by the following Service segments - Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource, and Other Services. The report provides separate comprehensive analytics for the US, Canada, Asia-Pacific, Europe and Rest of World. Annual estimates and forecasts are provided for the period 2007 through 2015. Also, a seven-year historic analysis is provided for these markets. The report profiles 519 companies including many key and niche players such as Accenture Plc, ACS, A Xerox Company, Amdocs Limited, Ceridian Corporation, CGI Group, Computer Sciences Corporation, Convergys Corporation, Dell Services, HP Enterprise Services, Hewitt Associates LLC, Intelenet Global Services Pvt. Ltd., Intelligroup, Inc., KARVY Global Services Limited., Keane, Inc., Sapient Corporation, Spherion Corp, StarTek, Inc., Tata Consultancy Services Limited, TriNet Group, Inc., Gevity HR, Inc., and Unisys Corporation. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.
1. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS 1
Study Reliability and Reporting Limitations 1
Disclaimers 2
Data Interpretation & Reporting Level 2
Quantitative Techniques & Analytics 3
Product Definitions and Scope of Study 3
Planning for BPO 4
Cost Savings in BPO 4
Types of BPOs 4
Onsite Business Process Outsourcing 4
Offsite Business Process Outsourcing 5
Offshore Business Process Outsourcing 5
2. INDUSTRY OVERVIEW 6
Impact of Recession on Outsourcing Industry 6
Focus Shifts to Leaner Business Operations 6
Snapshots 7
Total Contact Value 7
Highlights 8
Recession and the BPO Sector 8
Geographical Diversification of BPO Customers 9
Opportunities Despite Recession 9
Captives: Generating Cash During Liquidity Crunch 10
Recession Accelerates Industry's Consolidation 10
BPO: Transforming Business Processes 10
Potential Opportunities in the BPO Sphere 11
Outsourcing of Comprehensive Processes Gains Momentum 11
Current and Future Analysis 11
Emerging Markets Spur Growth 12
Segment Analysis 12
Major Threats 12
Future of Outsourcing - A Global Outlook 13
Competition in the BPO Market 13
India 13
China 14
Malaysia 14
Czech Republic 14
Singapore 14
Philippines 15
Brazil 15
Canada 15
Chile 15
Poland 16
Egypt 16
3. REVIEW OF SELECT SERVICE SEGMENTS 17
Logistics BPO 17
Customer Care Services 17
Finance and Accounting Outsourcing 17
A Dynamic Segment 17
Steady Growth Prospects 18
HR Business Processes Outsourcing 18
A High-Profile Segment 18
Cost Reduction: Finding Favor Again in Difficult Times 19
Contract Renewals - On the Rise 19
Buyers to Adopt a Tighter Focus 20
Supplier Selection Based on Global Capabilities 20
Global Sourcing Gains Strength 20
Growing Popularity of Platform BPO 20
Shrinking Deal Sizes 21
Emergence of Mid-Market 21
Demand for Newer & Innovative Platforms 21
Trend Towards Process Convergence 21
Transformation to Services TCO 22
Multiple-Process and Total HRO to Keep Growing 22
'Transformational-Transfer' & 'Component Based' Models Find
Acceptance 22
Alliances: Critical for Addressing Emerging Demand 23
Competition in HR Outsourcing Market 23
Recruitment Process Outsourcing 23
Future of Recruitment Outsourcing 24
Procurement BPO Market 24
Key Demand Generators 25
Player Strategies 25
Major Challenges 26
Consulting Services 26
Knowledge Process Outsourcing 27
Challenges in KPO 27
4. MARKET DYNAMICS 28
BPO: Market Characteristics and Determinants 28
Factors Driving Growth 28
Changing Business Perspectives 28
Widening of Scope of New Segments 29
Expansion into Established Segments 29
Multi-Process & Single Process BPO 29
Emerging Trend Towards Automation 29
Evaluating and Selecting Services - A Critical Requirement 30
Vendor Capacity - An Important Inhibiting Factor 30
Growing Significance of Value Addition 30
Platform BPO - A Key Driving Factor 30
Offshore BPO: Driving Cost-Effectiveness 31
Offshore Outsourcing of Call Centers 31
Predictive Dialing Improves Efficiency in Call Centers 32
Growing Opportunities in Public Sector 32
BPO Services in the Retail Sector 32
Seeking Support from Third-Party Consultants 33
Demand for BPOs that Bring About Transformational Change 33
Implementation Risk in Transformational BPO 33
Approaches/Models of Outsourcing 33
Sole Sourcing - A Model for Increasing Operational Efficiency 33
One-Stop-Shop for Comprehensive HR Outsourcing 34
Multi-Source Approach: Gains Strength 34
Benefits of Multi-Sourcing Approach 35
Challenges Facing Multi-Sourcing Strategy 35
5. SERVICE OVERVIEW 37
Introduction 37
Types of BPOs 37
Onsite Business Process Outsourcing 37
Offsite Business Process Outsourcing 38
Offshore Business Process Outsourcing 38
BPO Business Models 38
Planning for BPO 40
Why Outsource to Third World Countries? 40
The BPO Advantage 40
BPOs Deliver More than Just Cost Savings 41
How is BPO Different from ASP? 41
A Comparative Study of Business Process Outsourcing Against IT
Outsourcing 41
HR BPO - Key Focus Area 42
Human Resources Outsourcing 42
Factors Influencing Renewal of Outsourcing Contracts 43
Key Prerequisites for Success of New Entrants in HR BPO
Outsourcing 43
Mid Size Firms Show Increasing Acceptance for HR BPO 43
Evolution and Growth of HRO 43
Rationale Behind HRO 44
HR Outsourcing Types 44
Discrete Services Outsourcing 44
Multi-Process Services 44
Total HRO 44
Productivity Gaining Key Focus in HRO 44
HRO - Transforming HR Approach in Organization 44
Prerequisites for HRO 45
Sales & Marketing Outsourcing (SMO) 45
SMO Business Models 45
Advantages of SMO for Small Businesses 46
6. SERVICE/PRODUCT LAUNCHES 47
Infosys BPO Introduces Enhanced Sales and Fulfillment
Outsourcing Services 47
NewlineNoosh Enhances Noosh 47
SOURCECORP Introduces Revenue Integrity and Risk Assessment
Offering 47
TCS to Launch Platform-Based BPO 47
KUNNECT Unveils Call Center Solutions 48
ACS Introduces SyncHRO 48
7. RECENT INDUSTRY ACTIVITY 49
Intelenet in Strategic Partnership with Barclays 49
Intelenet Bags Call Center Outsourcing Deal for UID Project 49
TriZetto Takes Over Tela Sourcing 49
Xerox Acquires ACS 49
Aditya Birla Minacs Takes Over Compass BPO 49
TriNet Group Takes Over Gevity 50
NorthgateArinso Acquires HR Management Unit of Convergys 50
Dibon BPO Takes Over ARO Inc. 50
Sykes Enterprises Acquires ICT Group 50
Genpact to Take Over Intelenet Global Services 51
Fusion BPO Merges with Centennial Marketing Group 51
VWA Merges with Aon 51
Apax Acquires Major Stake in Tivit 52
Ingenix to Take Over CareMedic Services 52
NTT to Buy Majority Stake in Emerio GlobeSoft 52
Aegis to Acquire Customer Service Centre from Sallie Mae 52
Avantha Group Acquires Pyramid Healthcare Solutions 52
ICICI Bank to Reduce Interest in Firstsource 52
AL Tamimi Enters into Joint Venture with Intelligroup 52
HCL BPO Forges Partnership with Talisma Corp 53
WNS Renews Agreement with Sabre Holdings 53
TechTeam Inks Agreement with Stefanini 53
DataCede Signs Agreement with MFX 54
Bristlecone Signs Agreement with SAP 54
CMS Cameron McKenna Inks Outsourcing Agreement with Integreon 54
Carter's Inks Web Commerce Services Agreement with PFSweb 55
UTV Inks Agreement with IBM 55
Aditro to Provide Outsourcing Services to Maersk 55
TechTeam Global Signs Contract with Orange Business Services 56
TCS Bags BPO and IT Contract from PADA 56
Mahindra Satyam Renews Contract with GlaxoSmithKline 56
Integreon Bags Contract from CMS Cameron McKenna 56
Genpact Inks Contract with Hikari Tsushin 56
BancTec and BMO Capital Markets Sign BPO Contract 57
Capgemini Extends BPO Contract with Syngenta 57
Hindustan Unilever Divests Remaining Share in Capgemini 57
State Auto Mutual Insurance Chooses BancTec 57
Reliance World Inks Agreement with Aryans 58
Infosys BPO Partners with CIMA for Training Programs 58
WNS Implements Oracle E-Business Suite for Minerals Technologies 58
Aegis' BPO Signs Contract with Vodafone Essar 59
Energizer Philippines to Establish BPO Facility 59
Essar Group to Set Up Technology Parks in India 59
Wipro Establishes New Facility in Melbourne 59
Patni Computer Systems Establishes New BPO Center in Texas 59
EXL to Establish BPO Facilities at Jaipur and Noida 59
Infosys Establishes Rural BPO Unit in Andhra Pradesh 60
Intelenet Establishes New Facility in Poland 60
Dell Services Acquires Perot Systems 60
EXL Acquires AmEx's Travel Services Captive 60
PLDT Takes Over LMS 61
Infosys BPO Acquires McCamish Systems 61
Aegis Takes Over CCN Group 61
HDFC Takes Over Stake in Rural BPO 61
ACS to Take Over Anix 62
Sequoia Acquires Stake in Eclerx 62
Essar Announces EITH Merger with Aegis 62
Ayala Corp. Acquires On-Site Sourcing 62
EXL Takes Over BPO Unit of Schneider Logistics 62
Fortify Takes Over UCA Services 62
H.I.G. Capital and Reprise Management Group Acquire NARS 63
Aegis BPO Acquires UCMS Group 63
Aegis Acquires Majority Stake in Ismart Timex 63
Stream Global Services Merges with EGS 63
Spice Televenture and Spanco Establish BPO JV 64
Trianz in Joint Venture Agreement with Vee Technologies 64
Ocwen Financial to Spin Off Shoot Ocwen Solutions 64
ACS to Snap Up e-Services Group International 64
JD Group Increases Stake in Blake Contact Center 65
Lovelace Health Inks BPO Agreement with TriZetto 65
RSA Extends BPO Agreement with Accenture 65
Haishi Invests in Join Innovation Technology 65
Essar Group to Invest in J&K 66
CDC Global Services to Expand BPO Operations 66
Achievo to Provide BPO Services in Japan 66
PRWT and Epitome to Provide Technology Enhanced BPO 66
Lam Research Renews Outsourcing Agreement with IBM 66
Wipro Collaborates with Oracle 67
WNS Inks Partnership Deal with Trintech Group 67
CSC in New Deal with Wilton Re 67
Accenture to Support Global Operations of Banco Santander 67
Kraft Foods Signs BPO Agreement with IBM 67
Samsung Signs Deal with InnerWorkings 68
ATCO I-Tek Signs Agreement with Wipro 68
Bantec Inks BPO Agreement with Exelon 68
RDA Inks Agreement with Arvato Print Management GmbH 68
Infosys BPO to Partner with Rural BPO Operators 68
Friends Provident Inks Contract with Wipro 68
Sitel to Provide BPO Services to Global Travel Management Company 69
Ceridian to Combine Multinational Business and HR Outsourcing
Teams 69
Unitech Wireless BPO Contract to Genpact 69
Accenture Renews Outsourcing Contract with RSA 69
I-T Department Awards BPO Contract to Infosys 69
Scandinavian Airlines Awards Seven-Year Contract to Accenture 70
Idea Cellular Awards BPO Contract to Aditya Birla Minacs 70
Firstsource Signs Five-Year Agreement with Idea 70
Citigroup Awards BPO Contracts to Wipro 70
Tech Mahindra Bags Etisalat's BPO Contract 70
AmEx to Sell Portion of BPO Units 71
Inktel Direct Establishes Inktel Direct Government BPO Services 71
Perot Systems to Set Up More Facilities 71
Tesco to Expand its Bangalore Facility 71
Hinduja Global to Open New Delivery Centres in India 71
TCS Opens New Global Delivery Centre in Argentina 71
Tech Mahindra Sets Up Center of Excellence in UK 71
IGT Establishes Outsourcing Unit in Manila 72
Motif Sets Up Delivery Center in Costa Rica 72
FSL to Enter into BPO Market 72
Cognizant Expands Phoenix Operations 72
Tech Mahindra Opens New BPO Unit in Chandigarh 72
Amtex to Expand BPO Facility in India 72
8. CORPORATE ACTIVITY IN THE RECENT PAST - A PERSPECTIVE BUILDER 73
Xchanging to Take Over Cambridge Solutions 73
Transcosmos Merges with Logicall 73
REcap to Purchase HOV Services 73
TCS Takes Over CGSL 73
KKR Takes Over Northgate 73
arvato Takes Over Qualytel Teleservices 74
HCL to Acquire CPS 74
Aegis Acquires Offshore Business of PeopleSupport 74
PriceWaterhouseCoopers India Takes Over ECS 74
Nomura Inks Acquisition Deal with Lehman Brothers 75
NCO Takes Over Outsourcing Solutions 75
Vista Acquires Cyborg from Hewitt 75
Idhasoft Takes Over Enterpulse 75
Foresters to Take Over BPO Unit of Unity Life 75
BPO Management Services Merges with Healthaxis 76
BankAm Plans Merger of Continuum Solutions with CIS 76
Serco Enters Indian BPO Sector 76
Omega to Expand India Operations 76
HTMT Global Solutions to Expand BPO Operations 76
H.I.G. Capital Divests Stream Holdings 76
Omidyar and UEF Invest for Comat Expansion 77
Zensar Enters into Agreement with Kotak 77
Quadrem Inks BPO Deal with SAP 77
SAP Invests INR10 Crore in Newgen 77
Hero MindMine Inks Agreement with BPO Certification Institute 77
NetSol Enters into Agreement with AJK Group 78
Medi-CareFirst Extends BPO Deal with CGI 78
Bharti Airtel Announces Restructuring of BPO Agreements 78
Wipro BPO to Offer Shared Services to AmBev 78
TRG Merges with Callworx 79
BancTec Acquires DocuData Solutions 79
Genpact Acquires Majority Stake in Citigroup 79
Aegis BPO Takes Over AOL Call Center 79
NCO Group Completes Acquisition of Outsourcing Solutions 80
IPVG to Acquire Majority Stake in Influent 80
Intelenet Takes Over Mauritian Company 80
SYNNEX Acquires New Age Electronics 80
IA Global to Take Over Shift Resources 80
Tricom Takes Over Apex Document Solutions 81
IA Global to Take Over Asia Premier 81
Accenture Acquires Gestalt 81
Affiliated Computer Services to Take Over CompIQ 81
Affiliated Computer Services Takes Over Communications
Development 82
Accenture Inks Agreement to Take Over AddVal Technology 82
Global BPO Signs Agreement for Acquisition of Stream Holdings 83
HP Takes Over EDS 83
TechTeam Global Completes the Acquisition of Onvaio 83
Genpact and EXL to Acquire Majority Stake in Infovision 83
WNS Acquires Aviva BPO 84
Hewitt Announces Acquisition of LCG 84
Vista Equity Announces Acquisition of Cyborg 84
Cbay Acquires Majority Stake in MedQuist 85
Healthcare Investment to Acquire Stake in Apollo Health Street 85
Infosys Plans to Acquire Aptara 85
Intelenet Obtains Approval from SEBI to Acquire Remaining
Stake in Sparsh 85
Tivit Completes Acquisition of Open Concept 86
3iI Completes Acquisition of LFMS Majority Stake 86
WNS Takes Over Call 24/7 86
Nalanda Capital Takes Over 5.25% Stake in WNS 87
DPWN to Acquire Williams Lea 87
IPVG to Acquire Medium-Sized BPO Companies in Asia 87
Adventity Forms Joint Venture with Noor for Outsourcing Services 87
WNS and Advanced Contact Solutions Establish a Joint Venture
Company 88
Genpact Inks Agreement with Ceridian 88
South West Water and Accenture Enter into Outsourcing Agreement 88
Eisai Inks Outsourcing Agreement with Accenture 89
BSNL Inks Contract with Convergys 89
BancTec Enters into Agreement with Large Insurance Provider 90
Accenture Enters into BPO Services Agreement with CNA Financial 90
CGI Enters into Ten-Year Contract with Magnolia Company 90
ACS Renews Contract with Weld County 91
Baltimore Gas Selects Accenture to Rollout Smart Energy Savers
Program 91
The US Department of VA Selects EDS to Support Combat Veteran
Call Center 91
Scripps Selects ADP for Providing BPO Services 92
TCS Bags Multi-Year IT Outsourcing Contract 92
TCS Subsidiary Receives Contract for BPO Services from Sun
Life Financial 92
TeleTech Inks Multiyear Service Contract with JNET 92
TeleTech Enters into an Agreement with Global 100 Communications 92
StarTek Renews Agreement with a Communication Company 93
BPOMS Secure Contracts for ECM Outsourcing Solution 93
HP Bags a Long-Term Contract from Tribune Publishing 94
Capgemini Bags Major Outsourcing Contract from Unilever 94
ACS Receives a Supply Contract from CAQH 95
ADP to provide HR BPO Services to Sodexo 95
Convergys Enters into Agreement with a Financial Services Company 96
Convergys Enters into Contract with Avaya 96
CSC Wins Contract from Zurich Financial Services 96
CSC Signs BPO Contract with Wilton Re 97
CSC Enters into Contract with GSA 97
CSC Bags Contract from Eaton 97
Cambridge Bags the Australian State Government-run Project 98
TPI Facilitates US$1.5 Billion Transaction Between Capita and
Prudential UK 98
TCS Renews Contract with Virgin Atlantic 98
Spherion and United Airlines Renew Contract for Recruitment
Outsourcing 99
Harvard Pilgrim Extends Agreement with Perot Systems 99
DST Health and Independence Blue Cross Extend BPO Agreement 99
CGI Extends Contract with Océ North America 100
Stellar Renews BPO Contract with Simply Energy 100
Nineteen Hours IT to Expand BPO Operations in India 100
Nineteen Hours IT to Expand BPO Operations in India 100
Spherion to Expand RPO Operations 101
ExlService Holding to Invest in Indian Operations 101
Genpact to Extend APO Business to Australia 101
SBPO to Expand GramIT, the Rural Back Office Vehicle 101
iGATE Sets Up Facility in Mexico 101
Tier Technologies Divests Government BPO Division 101
eTelecare to Open New Delivery center for BPO Services in
Jacksonville 102
Infosys Sets up Mexican Subsidiary 102
Wipro Establishes New BPO Center 102
Cipher Dynamics Commences its Business Activity in India 102
OPI Sets Up Service Center in Delhi 103
Sundaram Finance BPO Unit Establishes New Facility in Madurai 103
Tata to Set-up Rural BPO Unit in Orissa 103
Bihar Establishes Rural BPO for Locals 103
HDFC Bank All Set to Establish a BPO Unit in Tirupati 103
Sutherland to Establish New Global Campus in Chennai 103
Wipro's BPO Unit Establishes Offices in China 104
Perot Systems to Establish Infrastructure, IT services and BPO
Division in Coimbatore 104
Accenture Announces its Procurement BPO 104
Wipro Inaugurates a Global Service Management Center in Malaysia 104
Tata Chem Division Initiates a BPO Project 104
Tech Mahindra Plans to Diversify Customer Base 105
MphasiS Plans to Tap New Opportunities in India 105
Bacnotan Plans Investments in BPO 105
Stellar Forays into UK Business Process Outsourcing Market 105
Omega Healthcare Plans to Tap Opportunities in Patient
Hospital Coding 106
Enlightened Announces its BPO Operations in Louisiana 106
Vertex Shifts Key Functions to Gurgaon 106
Spanco Plans Demerger of BPO Business 106
Genpact Ready to Enter Domestic BPO Market 106
ClientLogic Merges with SITEL 106
CGI Announces Merger of its Insurance Divisions 107
Accentia Acquires Three Healthcare BPOs in the US 107
Usha-Martin Acquires Converso 107
Ebix Announces Acquisition of JenQuest and Subsidiary, IDS 108
Apollo Acquires BPO Company- Zavata 108
Fuji Xerox Australia Takes Over KAZ's BPO Division 108
Integreon Takes Over CBF 108
Essar Takes Over Global Vantedge 109
TMF Takes Over Ernst & Young BPO Business 109
Aegis to Take Over Teletech 109
Satyam Takes Over Stake in BPO firm Nipuna 109
Hero Group Acquires Dalglen 109
Gallagher Acquires Cedar Hill 110
Allsec Takes Over Kingdom Builders 110
HOV Services to Acquire BPO Center 110
Integreon to Take Over BPO Firm in the US 110
Firstsource Solutions Completes BPM Acquisition 110
Cognizant Technology Takes Over marketRx 110
BPO Management Services Completes Blue Hill Data Services
Acquisition 111
Firstsource Solutions Takes Over MedAssist Holding 111
Mirrus Systems Acquires AMSplus 111
Quatrro BPO Solutions Acquires Certain Assets of Preferred
Financial Group 111
Spinnaker Management Group Completes Prosero Acquisition 111
Indecomm Global Completes Acquisition of US Recordings 111
Bhilwara Scribe Takes Over Benson Transcription Technologies 112
Genpact Completes Acquisition of Axis Risk Consulting 112
Advent International Completes Acquisition of Lloyds 112
The Sun Group Plans to Acquire Stake in Firstsource Solutions 112
Deloitte Consulting Completes Stake Acquisition of Mastek 113
SunGard Capital Completes Acquisition of Aceva Technologies 113
Equifax Completes Acquisition of TALX 113
Private Equity Firms Consortium Acquires Vertex Data 113
Ayala's Subsidiary Completes Acquisition of Affinity Express 113
NetFabric Holdings to Take Over Help Desk NOW 114
Tela Sourcing Takes Over HealthASPex Business Assets 114
Spherion to Acquire Technisource 114
Gevity Announces Acquisition of HRAmerica 115
ACS Announces Acquisition of Albion 115
THL Partners and FNF Acquires Ceridian 115
Convergys Acquires AOL Contact Center 115
RPG Acquires Stake in Zensar 116
Fujitsu Plans to Acquire Intelenet 116
Keane Enters into a JV with ZC Sterling to Introduce BestShoresSM 116
Zensar Forms IT and BPO Joint Venture with EZA 116
Adaptis Inks Partnership with Kaye-Smith 117
Adaptis Signs BPO Alliance with Clear Choice Health Plan 117
Quistor Collaborates with Oracle to Launch e-Learning BPO
Platform 118
Effort BPO Collaborates with Asia Star Info to Establish BPO
Centers in China 118
Accenture Signs Outsourcing Agreement with AIG 118
Accenture and Microsoft Enter into an Outsourcing Agreement 118
Accenture and BT Enter into an Outsourcing Agreement 119
Washington Gas Signs Agreement with Accenture 119
Accenture and United Utilities Enter Outsourcing Agreement 119
Tetra Pak Signs BPO Agreement with Capgemini 119
Capgemini Inks 5-Year BPO Contract with NXP 120
Convergys Inks Contract with Johnson & Johnson 120
Convergys and Fifth Third Bancorp Renews Contract 120
Convergys and Rosetta Stone Sign Contract 121
CGI Renews Agreement with The Commerce Group 121
ACS Renews Contract with PERSI 121
ACS Inks Deal with Safety-Kleen 122
Infosys Secures Contract from Philips 122
CSC Enters into a BPO Contract with UKvisas 123
CSC Secures a Contract from DHS to Develop IDDMP for USCIS 123
CSC Wins BPO Contract from Universal for Providing Banking
Services 124
CSC Wins BPO Services Contract from Chubb 124
CSC Obtains an Eagle Task Order from USCIS 124
Hewitt Contracts with Rogers 125
Intelligroup Contracts with eXpertivity 125
TCS Contracts with Hawaiian Airlines 125
EDS Inks Agreement with Telekomunikacja 126
TCS Enters into an Agreement with Pichincha 126
Computer Sciences Enters Multi-Year BPO Agreement with Northstar 127
Convergys to Provide Marketing Research for a Global Financial
Firm 127
Convergys Enters into Agreement with Telecom Egypt 128
Convergys Enters into Contract with Starbucks 128
Wipro Infocrossing Bags Outsourcing Deal from Missouri Health
Net Division 128
CSC Expands Contract with John Hancock 128
Rabobank Extends BPO Contract with Unisys 129
CSC Extends Outsourcing Contract with Swiss Re 129
Sitel Plans Further Expansion in India 129
TeleTech Establishes New BPO Facility in South Africa 130
MphasiS Inaugurates Exclusive BPO Center for Idea Cellular 130
Infosys Extends BPO and IT Center in Czech Republic 130
Barclays Divests Stake in Indian BPO 130
Jay Shree Tea Plans to Sell its BPO Unit 131
Ninestars Begins BPO Business 131
Spanco Invests in Indian BPO Segment 131
FirstSource Receives Authorization from Financial Services
Authority of UK 131
9. FOCUS ON SELECT GLOBAL PLAYERS 132
Accenture Plc (Ireland) 132
ACS, A Xerox Company (USA) 132
Amdocs Limited (USA) 133
Ceridian Corporation (USA) 133
CGI Group (Canada) 133
Computer Sciences Corporation (USA) 134
Convergys Corporation (USA) 134
Dell Services (USA) 135
HP Enterprise Services (USA) 135
Hewitt Associates LLC (USA) 135
Intelenet Global Services Pvt. Ltd. (India) 136
Intelligroup, Inc. (USA) 136
KARVY Global Services Limited (India) 136
Keane, Inc. (USA) 137
Sapient Corporation (USA) 137
Spherion Corporation (USA) 137
StarTek, Inc. (USA) 138
Tata Consultancy Services Limited (India) 138
TriNet Group, Inc. (USA) 138
Gevity HR, Inc. (USA) 138
Unisys Corporation (USA) 139
10. GLOBAL MARKET PERSPECTIVE 140
Table 1: World Recent Past, Current and Future Analysis for
Business Process Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenue Figures in US$ Billion for the
Years 2007 through 2015 (includes corresponding Graph/Chart) 140
Table 2: World Historic Review for Business Process
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenue Figures in US$ Billion for the Years 2000 through 2006
(includes corresponding Graph/Chart) 141
Table 3: World 11-Year Perspective for Business Process
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2005, 2010 and 2015 (includes
corresponding Graph/Chart) 142
Table 4: World Recent Past, Current and Future Analysis for
Logistics Outsourcing by Geographic Region - US, Canada,
Asia-Pacific, Europe and Rest of World Independently Analyzed
by Annual Revenue Figures in US$ Billion for the Years 2007
through 2015 (includes corresponding Graph/Chart) 143
Table 5: World Historic Review for Logistics Outsourcing by
Geographic Region - US, Canada, Asia-Pacific, Europe and Rest
of World Independently Analyzed by Annual Revenue Figures in
US$ Billion for the Years 2000 through 2006 (includes
corresponding Graph/Chart) 144
Table 6: World 11-Year Perspective for Logistics Outsourcing
by Geographic Region - Percentage Breakdown of Revenues for
US, Canada, Asia-Pacific, Europe and Rest of World for the
Years 2005, 2010 and 2015 (includes corresponding Graph/Chart) 145
Table 7: World Recent Past, Current and Future Analysis for
Sales & Marketing Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenue Figures in US$ Billion for the
Years 2007 through 2015 (includes corresponding Graph/Chart) 146
Table 8: World Historic Review for Sales & Marketing
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenue Figures in US$ Billion for the Years 2000 through 2006
(includes corresponding Graph/Chart) 147
Table 9: World 11-Year Perspective for Sales & Marketing
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2005, 2010 and 2015 (includes
corresponding Graph/Chart) 148
Table 10: World Recent Past, Current and Future Analysis for
Customer Care Outsourcing by Geographic Region - US, Canada,
Asia-Pacific, Europe and Rest of World Independently Analyzed
by Annual Revenue Figures in US$ Billion for the Years 2007
through 2015 (includes corresponding Graph/Chart) 149
Table 11: World Historic Review for Customer Care Outsourcing
by Geographic Region - US, Canada, Asia-Pacific, Europe and
Rest of World Independently Analyzed by Annual Revenue Figures
in US$ Billion for the Years 2000 through 2006 (includes
corresponding Graph/Chart) 150
Table 12: World 11-Year Perspective for Customer Care
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2005, 2010 and 2015 (includes
corresponding Graph/Chart) 151
Table 13: World Recent Past, Current and Future Analysis for
Finance & Accounting Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenue Figures in US$ Billion for the
Years 2007 through 2015 (includes corresponding Graph/Chart) 152
Table 14: World Historic Review for Finance & Accounting
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenue Figures in US$ Billion for the Years 2000 through 2006
(includes corresponding Graph/Chart) 153
Table 15: World 11-Year Perspective for Finance & Accounting
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2005, 2010 and 2015 (includes
corresponding Graph/Chart) 154
Table 16: World Recent Past, Current and Future Analysis for
Human Resource Outsourcing by Geographic Region - US, Canada,
Asia-Pacific, Europe and Rest of World Independently Analyzed
by Annual Revenue Figures in US$ Billion for the Years 2007
through 2015 (includes corresponding Graph/Chart) 155
Table 17: World Historic Review for Human Resource Outsourcing
by Geographic Region - US, Canada, Asia-Pacific, Europe and
Rest of World Independently Analyzed by Annual Revenue Figures
in US$ Billion for the Years 2000 through 2006 (includes
corresponding Graph/Chart) 156
Table 18: World 11-Year Perspective for Human Resource
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2005, 2010 and 2015 (includes
corresponding Graph/Chart) 157
Table 19: World Recent Past, Current and Future Analysis for
Other Business Process Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenues in US$ Billion for the Years 2007
through 2015 (includes corresponding Graph/Chart) 158
Table 20: World Historic Review for Other Business Process
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenue Figures in US$ Billion for the Years 2000 through 2006
(includes corresponding Graph/Chart) 159
Table 21: World 11-Year Perspective for Other Business Process
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2005, 2010 and 2015 (includes
corresponding Graph/Chart) 160
11. THE UNITED STATES 161
A.Market Analysis 161
Outlook 161
Impact of Recession 161
Nearshore Strategy Gains Strength 161
Shift Away from Cost Containment Outsourcing Strategy 162
HR Outsourcing - The Fastest Growing BPO Domain 162
A Highly Lucrative Segment 163
Key Issues in HRO 163
Imaging and Document Management Outsourcing Market 164
The Offshoring Advantage 164
Factors Compelling US Companies to Offshore Business 164
Indian BPOs Set Up Onshore Service Centers in US 164
Offshoring Challenges 165
The Right Strategy for Offshoring 165
Procurement BPO Market 166
Outsourcing to Remain Competitive 166
B.Market Analytics 167
Table 22: US Recent Past, Current and Future Analysis for
Business Process Outsourcing by Service Segment - Logistics,
Sales & Marketing, Customer Care, Finance & Accounting,
Human Resource and Other Services Independently Analyzed by
Annual Revenue Figures in US$ Billion for the Years 2007
through 2015 (includes corresponding Graph/Chart) 167
Table 23: US Historic Review for Business Process
Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenue Figures in US$ Billion for the Years 2000 through
2006 (includes corresponding Graph/Chart) 168
Table 24: US 11-Year Perspective for Business Process
Outsourcing by Service Segment - Percentage Breakdown of
Revenues for Logistics, Sales & Marketing, Customer Care,
Finance & Accounting, Human Resource and Other Services for
the Years 2005, 2010 and 2015 (includes corresponding
Graph/Chart) 169
12. CANADA 170
A.Market Analysis 170
Outlook 170
Overview 170
B.Market Analytics 171
Table 25: Canadian Recent Past, Current and Future Analysis
for Business Process Outsourcing by Service Segment -
Logistics, Sales & Marketing, Customer Care, Finance &
Accounting, Human Resource and Other Services Independently
Analyzed by Annual Revenue Figures in US$ Billion for the
Years 2007 through 2015 (includes corresponding Graph/Chart) 171
Table 26: Canadian Historic Review for Business Process
Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenue Figures in US$ Billion for the Years 2000 through
2006 (includes corresponding Graph/Chart) 172
Table 27: Canadian 11-Year Perspective for Business Process
Outsourcing by Service Segment - Percentage Breakdown of
Revenues for Logistics, Sales & Marketing, Customer Care,
Finance & Accounting, Human Resource and Other Services for
the Years 2005, 2010 and 2015 (includes corresponding
Graph/Chart) 173
13. EUROPE 174
A.Market Analysis 174
Outlook 174
Business Process Outsourcing in Europe 174
Market Snapshots 174
Outsourcing Business Process 175
HRO Services Market: An Overview 175
B.Market Analytics 176
Table 28: European Recent Past, Current and Future Analysis
for Business Process Outsourcing by Geographic Region -
France, Germany, UK and Rest of Europe Independently
Analyzed by Annual Revenue Figures in US$ Billion for the
Years 2007 through 2015 (includes corresponding Graph/Chart) 176
Table 29: European Historic Review for Business Process
Outsourcing by Geographic Region - France, Germany, UK and
Rest of Europe Independently Analyzed by Annual Revenue
Figures in US$ Billion for the Years 2000 through 2006
(includes corresponding Graph/Chart) 177
Table 30: European Recent Past, Current and Future Analysis
for Business Process Outsourcing by Service Segment -
Logistics, Sales & Marketing, Customer Care, Finance &
Accounting, Human Resource and Other Services Independently
Analyzed by Annual Revenue Figures in US$ Billion for the
Years 2007 through 2015 (includes corresponding Graph/Chart) 178
Table 31: European Historic Review for Business Process
Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenue Figures in US$ Billion for the Years 2000 through
2006 (includes corresponding Graph/Chart) 179
Table 32: European 11-Year Perspective for Business Process
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for France, Germany, UK and Rest of Europe for the
Years 2005, 2010 and 2015 (includes corresponding
Graph/Chart) 180
Table 33: European 11-Year Perspective for Business Process
Outsourcing by Service Segment - Percentage Breakdown of
Revenues for Logistics, Sales & Marketing, Customer Care,
Finance & Accounting, Human Resource and Other Services for
the Years 2005, 2010 and 2015 (includes corresponding
Graph/Chart) 181
13a. FRANCE 182
Market Analysis 182
Table 34: French Recent Past, Current and Future Analysis
for Business Process Outsourcing by Service Segment -
Logistics, Sales & Marketing, Customer Care, Finance &
Accounting, Human Resource and Other Services Independently
Analyzed by Annual Revenue Figures in US$ Billion for the
Years 2007 through 2015 (includes corresponding Graph/Chart) 182
Table 35: French Historic Review for Business Process
Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2000 through 2006
(includes corresponding Graph/Chart) 183
Table 36: French 11-Year Perspective for Business Process
Outsourcing by Service Segment - Percentage Breakdown of
Revenues for Logistics, Sales & Marketing, Customer Care,
Finance & Accounting, Human Resource and Other Services for
the Years 2005, 2010 and 2015 (includes corresponding
Graph/Chart) 184
13b. GERMANY 185
A.Market Analysis 185
Outlook 185
A Leading European BPO Market 185
Table 37: German BPO Market by Segment (2009): Percentage
Share Breakdown of Revenues for Front Office, Middle
Office, and Back Office (includes corresponding
Graph/Chart) 186
B.Market Analytics 187
Table 38: German Recent Past, Current and Future Analysis
for Business Process Outsourcing by Service Segment -
Logistics, Sales & Marketing, Customer Care, Finance &
Accounting, Human Resource and Other Services Independently
Analyzed by Annual Revenue Figures in US$ Billion for the
Years 2007 through 2015 (includes corresponding Graph/Chart) 187
Table 39: German Historic Review for Business Process
Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2000 through 2006
(includes corresponding Graph/Chart) 188
Table 40: German 11-Year Perspective for Business Process
Outsourcing by Service Segment - Percentage Breakdown of
Revenues for Logistics, Sales & Marketing, Customer Care,
Finance & Accounting, Human Resource and Other Services for
the Years 2005, 2010 and 2015 (includes corresponding
Graph/Chart) 189
13c. THE UNITED KINGDOM 190
A.Market Analysis 190
Outlook 190
Recession & the BPO Industry 190
A Major BPO Market 190
UK Outsourcing Companies Move Overseas 191
India - The Chosen One for UK Firms 191
Competition 191
Table 41: Leading Players in the UK BPO Market (2009):
Percentage Share Breakdown of Turnover for Capita,
Xchanging, Accenture, HP Enterprise Services, BT Global
Services, and Others (includes corresponding Graph/Chart) 191
B.Market Analytics 192
Table 42: UK Recent Past, Current and Future Analysis for
Business Process Outsourcing by Service Segment - Logistics,
Sales & Marketing, Customer Care, Finance & Accounting,
Human Resource and Other Services Independently Analyzed by
Annual Revenues in US$ Billion for the Years 2007 through
2015 (includes corresponding Graph/Chart) 192
Table 43: UK Historic Review for Business Process
Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenue Figures in US$ Billion for the Years 2000 through
2006 (includes corresponding Graph/Chart) 193
Table 44: UK 11-Year Perspective for Business Process
Outsourcing by Service Segment - Percentage Breakdown of
Revenues for Logistics, Sales & Marketing, Customer Care,
Finance & Accounting, Human Resource and Other Services for
the Years 2005, 2010 and 2015 (includes corresponding
Graph/Chart) 194
13d. REST OF EUROPE 195
A.Market Analysis 195
Outlook 195
Eastern and Central Europe 195
Russia 195
B.Market Analytics 196
Table 45: Rest of Europe Recent Past, Current and Future
Analysis for Business Process Outsourcing by Service Segment
- Logistics, Sales & Marketing, Customer Care, Finance &
Accounting, Human Resource and Other Services Independently
Analyzed by Annual Revenue Figures in US$ Billion for the
Years 2007 through 2015 (includes corresponding Graph/Chart) 196
Table 46: Rest of Europe Historic Review for Business
Process Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2000 through 2006
(includes corresponding Graph/Chart) 197
Table 47: Rest of Europe 11-Year Perspective for Business
Process Outsourcing by Service Segment - Percentage
Breakdown of Revenues for Logistics, Sales & Marketing,
Customer Care, Finance & Accounting, Human Resource and
Other Services for the Years 2005, 2010 and 2015 (includes
corresponding Graph/Chart) 198
14. ASIA-PACIFIC 199
A.Market Analysis 199
Outlook 199
Asia-Pacific Market for BPO 199
Snapshots 199
HR Outsourcing to Expand 200
Providers from India & Philippines Collaborate 200
Growing Prospects in SMB Segment 200
BPO Transactions in Asia-Pacific - A Past Perspective 200
India - A Key Global Destination for Outsourcing 201
Recession Slows Down Growth 201
Recession Transforms Business Dynamics 202
Impact on Inbound Call Centers Industry 203
On the Road to Recovery 203
Factors Favoring Growth in Indian IT- BPO industry 204
Competition Intensifies
To order this report:
: Global Business Process Outsourcing (BPO) Industry
Check our Company Profile, SWOT and Revenue Analysis!
Contact Nicolas Bombourg
Reportlinker
Email: [email protected]
US: (805)652-2626
Intl: +1 805-652-2626
SOURCE Reportlinker
WANT YOUR COMPANY'S NEWS FEATURED ON PRNEWSWIRE.COM?
Newsrooms &
Influencers
Digital Media
Outlets
Journalists
Opted In
Share this article