Product Type: Market Research Report
Published by: Business Insights
Published: September 2008
Product Code: R162-893Description Leading BPO Vendors and Processes
Major markets, competitive landscape and company profiles
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Key issues examined by this report include
- Data piracy and fraud. BPO involves sharing confidential information with vendors. Data abuse has lead to stringent policies on fraudulent practices across delivery destinations to prevent data piracy.
- Loss of expertise. Relinquishing control of business processes may lead to a loss of in-house business functionality expertise.
- Dependence. Buyers become dependent on their vendor for the process outsourced. Vendor managing a crucial processes may then become indispensable. Also financial instability of BPO vendors, may force buyers to seek alternative providers, which may put the operation this business process at risk.
- Service quality. Lack of quality manpower and infrastructure problems may affect the quality of service provided by a vendor.
- Vendor consolidation. The emergence of well-managed, third party BPO firms has lead to companies looking for buyers for their captive BPO operations. Vendors consider acquisitions as a means of expanding their offshore presence, augmenting the range of their services and acquiring skilled staff.
Cost reduction, enhancing flexibility of organizations by transforming fixed costs into a variable cost, speeding up business processes and adding to the ability of focusing on core activities have fuelled the growth of the BPO industry. The global BPO market grew by 5% over 2006 to $235,700m in 2007. However, further growth may be hindered by fears over loss of control and data security.
Leading BPO Vendors and Processes is a new report published by Business Insights that analyzes the global BPO industry, detailing market sizes and growth levels. It assesses emerging delivery destinations and profiles the key players in each of the key countries across the EMEA, Asia-Pacific, North and Latin American regions. This report also provides insight into the direction of the BPO market and the key trends that will change the future dynamics of the industry.
Assess the competitive landscape of the BPO market and identify the destinations and offerings that will drive future growth with the help of this new report...
This new report will enable you to
- Quantify the size and growth potential of the BPO market by function using this report’s profiles of key players in each of the major BPO functions and market forecast to 2010.
- Understand BPO market dynamics and the key trends and major issues that are affecting the BPO industry including data piracy, dependence, service quality and consolidation.
- Benchmark your performance against the leading BPO companies with this report’s assessment of deals signed, offerings and target sectors.
- Assess emerging delivery destinations with this report’s analysis of the pros and cons of BPO destinations beyond the Indian sub-continent.
- Target BPO growth areas more effectively by avoiding the mistakes made by other vendors, replicating their successes and planning response strategies for potential threats.
Table of Contents - Leading BPO Vendors and Processes
- Executive summary
- Overview of the global BPO industry
- Major markets
- Customer management and contact center BPO
- Human resources BPO
- Finance and accounting BPO
- Payments and billing BPO
- Supply management BPO
- Chapter 1 Introduction
- What is this report about?
- Methodology
- Chapter 2 Overview of the global BPO industry
- Summary
- Introduction
- Market dynamics
- Evolution of BPO industry and processes
- Key BPO functions
- BPO value creation
- Market size and growth rate
- Risks associated with BPO
- Trends
- Proliferation of ‘multi-sourcing’
- Increasing dependence on global delivery models
- Global delivery centers move beyond India
- Continuing vendor consolidation in BPO industry
- Growing outsourcing demand for non-traditional functions
- Stringent policies to prevent misuse of sensitive data
- Chapter 3 Major markets
- Summary
- Introduction
- EMEA
- Ireland
- Major BPO vendors in Ireland
- Russia
- Major BPO vendors in Russia
- Poland
- Major BPO vendors in Poland
- Czech Republic
- Major BPO vendors in the Czech Republic
- Romania
- Major BPO vendors in Romania
- South Africa
- Major BPO vendors in South Africa
- Latin America
- Brazil
- Major BPO vendors in Brazil
- Asia Pacific
- India
- Major BPO vendors in India
- Philippines
- Major BPO vendors in Philippines
- China
- Major BPO vendors in China
- North America
- Mexico
- Major BPO vendors in Mexico
- Canada
- Major BPO vendors in Canada
- Chapter 4 Customer management and contact center BPO
- Summary
- Introduction
- Customer management and contact center BPO processes
- Market dynamics
- Market size and growth rate
- Customer management and contact center BPO deals
- Competitive landscape
- Aegis Communications
- Snapshot
- Company overview
- Key offerings
- Target sectors
- Major clients
- Recent major contracts
- New developments in 2008
- 24/7 Customer
- Snapshot
- Company overview
- Key offerings
- Target sectors
- Major clients
- Awards and recognitions in 2007-08
- Recent major contracts
- New developments in 2008
- Chapter 5 Human resources BPO
- Summary
- Introduction
- HR BPO processes
- Market dynamics
- Market size and growth rate
- HR BPO deals
- Competitive landscape
- Accenture
- Snapshot
- Company overview
- Key offerings
- Target sectors
- Major clients
- Awards and recognitions in 2007-08
- Recent major contracts
- New developments in 2008
- ADP
- Snapshot
- Company overview
- Key offerings
- Major clients
- Awards and recognitions in 2007-08
- Recent major contracts
- New developments in 2008
- Chapter 6 Finance and accounting BPO
- Summary
- Introduction
- Major F&A BPO processes
- Market dynamics
- Market size and growth rate
- F&A BPO deals
- Competitive landscape
- Genpact
- Snapshot
- Company overview
- Key offerings
- Target sectors
- Major clients
- Awards and recognitions in 2007-08
- Recent major contracts
- New developments in 2008
- Capgemini
- Snapshot
- Company overview
- Key offerings
- Target sectors
- Major clients
- Awards and recognitions in 2007-08
- Recent major contracts
- New developments in 2008
- Chapter 7 Payments and billing BPO
- Summary
- Introduction
- P&B BPO processes
- Market dynamics
- Market size and growth rate
- P&B BPO deals
- Competitive landscape
- Convergys
- Snapshot
- Company overview
- Key offerings
- Target sectors
- Major clients
- Awards and recognitions in 2007-08
- Recent major contracts
- New developments in 2008
- Vertex
- Snapshot
- Company overview
- Key offerings
- Target sectors
- Major clients
- Awards and recognitions in 2007-08
- Recent major contracts
- New developments in 2008
- Chapter 8 Supply management BPO
- Summary
- Introduction
- Supply management BPO processes
- Market dynamics
- Market size and growth rate
- Supply management BPO deals
- Competitive landscape
- NAL Worldwide
- Snapshot
- Company overview
- Key offerings
- Target sectors
- Major clients
- Recent major contracts
- ICG Commerce
- Snapshot
- Company overview
- Key offerings
- Major clients
- Awards and recognitions in 2007-08
- Recent major contracts
- Chapter 9 Appendix
- Glossary
- Index
- List of Figures
- Figure 2.1: Evolution of BPO industry
- Figure 2.2: BPO value creation
- Figure 2.3: Global BPO market size ($m), 2006-10F
- Figure 2.4: Key BPO functions mix globally, 2007
- Figure 2.5: Market size of key BPO functions ($m), 2006-10F
- Figure 2.6: Major players across the key BPO functions, 2007
- Figure 2.7: Comparative analysis of leading BPO vendors
- Figure 3.8: Key global BPO delivery destinations
- Figure 3.9: SWOT analysis-Ireland
- Figure 3.10: SWOT analysis-Russia
- Figure 3.11: SWOT analysis-Poland
- Figure 3.12: SWOT analysis-Czech Republic
- Figure 3.13: SWOT analysis-Romania
- Figure 3.14: SWOT analysis-South Africa
- Figure 3.15: SWOT analysis-Brazil
- Figure 3.16: SWOT analysis-India
- Figure 3.17: SWOT analysis-Philippines
- Figure 3.18: SWOT analysis-China
- Figure 3.19: SWOT analysis-Mexico
- Figure 3.20: SWOT analysis-Canada
- Figure 4.21: Customer management and contact center BPO processes
- Figure 4.22: Customer management and contact center BPO market size ($m), 2006-10F
- Figure 5.23: HR BPO market size ($m), 2006-10F
- Figure 6.24: F&A BPO processes
- Figure 6.25: F&A BPO market size ($m), 2006-10F
- Figure 7.26: P&B BPO market size ($m), 2006-10F
- Figure 8.27: Supply management BPO processes
- Figure 8.28: Supply management BPO market size ($m), 2006-10F
- List of Tables
- Table 2.1: Market size of key BPO functions ($m), 2006-10F
- Table 4.2: Customer management and contact center BPO market size ($m), 2006-10F
- Table 4.3: Major customer management and contact center BPO contracts, 2007-08
- Table 4.4: Aegis Communications snapshot
- Table 4.5: Aegis Communications offerings
- Table 4.6: Aegis Communications target sectors
- Table 4.7: Aegis Communications major contracts, 2006-08
- Table 4.8: 24/7 Customer snapshot
- Table 4.9: 24/7 Customer offerings
- Table 4.10: 24/7 Customer target sectors
- Table 4.11: 24/7 Customer major contracts, 2006-08
- Table 5.12: HR BPO market size ($m), 2006-10F
- Table 5.13: Major HR BPO contracts, 2007-08
- Table 5.14: Accenture snapshot
- Table 5.15: Accenture offerings
- Table 5.16: Accenture target sectors
- Table 5.17: Accenture major contracts, 2006-08
- Table 5.18: ADP snapshot
- Table 5.19: ADP offerings
- Table 5.20: ADP major contracts, 2006-08
- Table 6.21: F&A BPO market size ($m), 2006-10F
- Table 6.22: Major F&A BPO contracts, 2007-08
- Table 6.23: Genpact snapshot
- Table 6.24: Genpact offerings
- Table 6.25: Genpact target sectors
- Table 6.26: Genpact major contracts, 2006-08
- Table 6.27: Capgemini snapshot
- Table 6.28: Capgemini offerings
- Table 6.29: Capgemini target sectors
- Table 6.30: Capgemini major contracts, 2006-08
- Table 7.31: P&B BPO market size ($m), 2006-10F
- Table 7.32: Major P&B BPO contracts, 2007-08
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