Gauging the Demand for Globally Sourced BPO Services: An IDC Pulse Survey: Industry

Gauging the Demand for Globally Sourced BPO Services: An IDC Pulse Survey

Product Type: Market Research Report
Published by: IDC
Published: April 2005
Product Code: R104-19113

Description

This IDC study discusses the results from a United States?based survey IDC conducted regarding demand for offshoring business process outsourcing (BPO) services. The document includes information on attitudes toward BPO offshoring, the percentage of companies using such services, levels of satisfaction of those currently using them, BPO business processes that are typically offshored, and which countries are typically used for offshore BPO services. For those companies not currently using BPO offshore services, the study also includes information about the business processes for which they might use offshoring and in which countries. The results of the study are segmented by company size and by three cohorts representing current usage of offshore BPO services.

"Buyers of BPO services continue to weigh the benefits and challenges of global sourcing strategies, often tempted by the cost savings offered by offshore sourcing and concerned by the potential organizational challenges they face in the adoption of these services," commented Katrina Menzigian, vice president, BPO Services.

Table of Contents

Table of Contents
IDC Opinion
In This Study
Methodology
Figure: Respondents by Company Size
Figure: Respondents by Job Title
Executive Summary
Attitudes
Experience with Offshore BPO Services
Specifics of Current Offshore BPO Services Use
Preferences and Attitudes of Those Not Using Offshore BPO Services
Decision-Making Criteria
Situation Overview
Introduction
An Overview of Attitudes About Offshore BPO Services
Figure: Respondent Reaction to the Terms "Offshore Outsourcing" and "Global Sourcing" by Service Attribute
Figure: Respondent Reaction to the Terms "Offshore Outsourcing" and "Global Sourcing" by Service Attribute and Company Size
Preferences for Sourcing Options
Figure: Respondent Comfort Levels with Offshore BPO Sourcing Options
Figure: Respondent Comfort Levels with Offshore BPO Sourcing Options by Company Size
Figure: Respondent Reasons for Nearshore BPO Services Preference
Figure: Respondent Reasons for Nearshore BPO Services Preference by Company Size
Impact of Public Discourse
Figure: Impact of Current Public Media Discussion on Offshore BPO Services by Company Size
Experience with BPO Services
Overall Use of BPO Services
Figure: BPO Services Usage for Non-Core Business Processes by Company Size
Figure: BPO Services Usage for Core Business Processes by Company Size
Use of Offshore BPO Services
Current Usage or Adoption
Figure: Offshore BPO Services Usage by Company Size
Processes Being Offshored
Figure: Offshore BPO Services Usage by Business Process
Geographic Breakdown of Sourcing Locations
Figure: Offshore BPO Services Usage by Provider Country
Satisfaction Levels
Figure: Offshore BPO Services Satisfaction Level by Company Size
Figure: Offshore BPO Services Respondent Reasons for Dissatisfaction
Figure: Offshore BPO Services Satisfaction Level by Business Process
Figure: Offshore BPO Services Satisfaction Level by Provider Country
Preferences of Those Not Using Offshore BPO Services
Figure: Offshore Sourcing's Effect on Attractiveness of BPO Services by Company Size
Figure: Potential Interest in Offshore BPO Services by Business Process
Figure: Potential Interest in Offshore BPO Services by Business Process and Company Size
Figure: Potential Interest in Offshore BPO Services by Provider Country
Figure: Potential Interest in Offshore BPO Services by Provider Country and Company Size
Attitudes of Companies with No Plans to Use BPO Services
Figure: Non-User Attitude Toward Offshore BPO Services by Company Size
Decision-Making Criteria for Offshore BPO Services
Reasons for Adoption
Figure: Offshore BPO Services Factors Influencing Usage Decision
Figure: Offshore BPO Services Factors Influencing Usage Decision by Company Size
The Influence of Business Process Characteristics
Figure: Business Process Characteristics Influencing Offshore BPO Services Usage Decision
Figure: Offshore BPO Services Business Process Characteristics Influencing Usage Decision by Company Size
Sourcing Country Criteria
Figure: Offshore BPO Services Top 3 Criteria Affecting Provider Country Attractiveness
Figure: Offshore BPO Services Top 3 Criteria Affecting Provider Country Attractiveness by Company Size
Future Outlook
Future Attitudes
Figure: Anticipated Attitude Toward Offshore BPO Services in 12 Months by Company Size
Figure: Anticipated Attitude Toward Offshore BPO Services in 12 Months by Previous Experience
Choosing a Specific Type of Service Provider
Figure: Likelihood of Choosing an Offshore BPO Service Provider by Type
Figure: Likelihood of Choosing an Offshore BPO Service Provider by Type and Company Size
Figure: Likelihood of Choosing an Offshore BPO Service Provider by Type and Previous Experience
Essential Guidance
Actions to Consider
Learn More
Related Research
Synopsis

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