Market Trends: business process outsourcing

Table of Contents

EXECUTIVE SUMMARY

• FAST GROWING BUT FAST CHANGING

SCOPE

• EXAMINING UK S/ITS BPO MARKET DYNAMICS

DEMAND-SIDE TRENDS

• ECONOMIC DOWNTURN TO DRIVE BPO GROWTH
• MOVING BEYOND COST CUTTING
• RISK-REWARD CONTINUES TO GAIN IN POPULARITY
• FFSHORE CLIENTS MORE DISCERNING
• INDUSTRIALISED APPROACHES GAINING TRACTION
• PRIVATE SECTOR TAKES LEAD OVER PUBLIC
• LIFE & PENSIONS CONTINUES TO LEAD STRONG PRIVATE SECTOR
• LOCAL GOVERNMENT WANES; OTHER SEGMENTS PICK UP
• BITE-SIZE CONTRACTS BECOMING MORE POPULAR

SUPPLY-SIDE TRENDS

• VENDOR ‘STICKING TO THEIR KNITTING'
• ASSET-LED BPO ON THE RISE
• BUYING A FOOTPRINT
• INTERNATIONAL EXPANSION
• PRODUCTISATION IN HORIZONTAL SERVICES
• HEALTHIER VENDORS, BETTER OUTLOOK

MARKET FORECASTS

• BUSINESS PROCESS OUTSOURCING FORECAST
• KEY BPO MARKET TRENDS

RECOMMENDATIONS

• FOCUS INTERNATIONAL EXPANSION IN SMALL STEPS
• EXPECT ASSET-LED BPO PROPOSITIONS FROM VENDORS
• DELIVER AND EXPECT CLARITY AND CONSISTENCY IN OFFSHORE
• EXAMINE GLOBAL DELIVERY CHOICES CAREFULLY
• FOCUS ON VALUE AND STRATEGIC FIT, RATHER THAN SIMPLY PRICE

• FIGURE 1 UK BPO MARKET SIZE AND GROWTH
• TABLE 1 UK BPO MARKET SIZE AND GROWTH DATA