Mapping the market for BPO (Review Report): Industry Report

Mapping the market for BPO (Review Report)

Product Type: Market Research Report
Published by: Datamonitor
Published: December 2006
Product Code: R313-18873

Description

Introduction

BPO spans a broad and growing range of core business processes, from CRM to finance & accounting. This review report comprehensively examines the BPO space providing insight into trends, market size and forecast and end-user investment priorities.

Scope

*Covers all key BPO. CRM, F&A, insurance, retail banking, transaction processing, HR, knowledge processes, payments and billing and supply management.
*Analysis is global in scope covering all BPO service areas, key regions and countries, and across verticals.
*This report examines the market from business process, market and end-user perspectives.

Highlights

This report allows the reader to both explore and understand the BPO services market from a process, market and end-user perspective. Key features of this market including offshoring, technology development and vertical adoption are explored providing a complete picture of this growing market.

Reasons to Purchase

*Understand the key influencers - including the offshore impact - shaping the BPO services market.
*Explore the key growth areas and vendor opportunity across BPO service types.
*Overcome the roadblocks to adoption found in security, location and control issues.

Table of Contents

DATAMONITOR VIEW 1

CATALYST 1

SUMMARY 1

METHODOLOGY 1

EXECUTIVE SUMMARY 2

Introduction 2

BPO market overview (Market Focus) 2

The top BPO priorities in 2006 (Customer Focus) 2

Trends in BPO services (Databook) 3

Summary 6

Retail banks fear the classic inhibitors to offfshore BPO 6

Vendor and market impact 7

BPO deals shrink in scope in spite of growth in signings 8

Vendor and market impact 9

Offshore BPO slowdown expected as voice BPO becomes a commodity 9

Vendor and market impact 11

First half 2006 sees record BPO signings despite poor Q2 12

Vendor and market impact 12

THE TOP BPO PRIORITIES IN 2006 (CUSTOMER FOCUS) 14

Summary 14

Investment priorities in BPO are shifting toward non-traditional services 14

In spite of bad press and the 'risk' of outsourcing CRM nearly 35% respondents are still likely to outsource 16

Newer, high-margin BPO services are a growing priority for customers 17

Risk and proximity are strong factors in the offshore decision process 19

Summary 23

TRENDS IN BPO SERVICES (DATABOOK) 24

BPO services globally, 2004-2008 24

BPO services in the Asia Pacific, 2004-2008 27

BPO services in Europe, 2004-2008 29

BPO services in Latin America, 2004-2008 31

BPO services in Middle East/Africa, 2004-2008 33

BPO services in North America, 2004-2008 35

BPO services globally by vertical 37

Definitions 48

CRM (Customer Relationship Management) 48

Finance and Accounting (F&A) 48

Financial Services Process Management 48

Insurance 48

Retail Banking BPO 48

Transaction Processing 48

HR 49

Knowledge Processes (Knowledge Management) 49

Payments and Billing 49

Supply Management 49

APPENDIX 50

Definitions 50

Ask the analyst 50

List of Tables

Table 1: Investment priorities in BPO 15

Table 2: Likely to outsource CRM in the next two years 17

Table 3: Likely to outsource BI/performance management in the next two years 19

Table 4: Likelihood of offshoring to specific countries/region, global response 21

Table 5: Likelihood of offshoring to specific countries/region, US response 21

Table 6: Likelihood of offshoring to specific countries/region, financial services response 22

Table 7: BPO services globally, 2004-2008 25

Table 8: BPO services in the Asia Pacific, 2004-2008 28

Table 9: BPO services in Europe, 2004-2008 30

Table 10: BPO services in Latin America, 2004-2008 32

Table 11: BPO services in Middle East/Africa, 2004-2008 34

Table 12: BPO services in North America, 2004-2008 36

Table 13: BPO services globally by vertical 38

Table 14: BPO services globally in the communications vertical, 2004-2008 39

Table 15: BPO services globally in the consumer industries vertical, 2004-2008 40

Table 16: BPO services globally in the energy vertical, 2004-2008 41

Table 17: BPO services globally in the financial services vertical, 2004-2008 42

Table 18: BPO services globally in the government vertical, 2004-2008 43

Table 19: BPO services globally in the healthcare vertical, 2004-2008 44

Table 20: BPO services globally in the manufacturing vertical, 2004-2008 45

Table 21: BPO services globally in the 'other' vertical, 2004-2008 46

Table 22: BPO services globally in the transportation vertical, 2004-2008 47

List of Figures

Figure 1: Investment priorities in BPO 15

Figure 2: Likely to outsource CRM in the next two years 17

Figure 3: Likely to outsource BI/performance management in the next two years 19

Figure 4: BPO services globally, 2004-2008 24

Figure 5: BPO services mix globally, 2005 and 2008 26

Figure 6: BPO services in the Asia Pacific, 2004-2008 27

Figure 7: BPO services in Europe, 2004-2008 29

Figure 8: BPO services in Latin America, 2004-2008 31

Figure 9: BPO services in Middle East/Africa, 2004-2008 33

Figure 10: BPO services in North America, 2004-2008 35

Figure 11: BPO services globally by vertical, 2005 and 2008 37

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