This IDC study provides IDC's forecast for the worldwide and U.S. business process outsourcing (BPO) market by key horizontals for the 2014–2018 forecast period. This study highlights key assumptions and drivers that are creating significant changes in this market. IDC expects that at a worldwide level, the BPO market will grow at a five-year CAGR of 5.6%, reaching $220 billion in 2018. The U.S. market is expected to grow at a five-year CAGR of 4%, reaching $100.3 billion in 2018.
"The BPO services market is undergoing considerable change, with buyers now expecting providers to offer automation and big data and analytics services along with traditional BPO services," says Mukesh Dialani, research director, BPO and Engineering Services at IDC. "As enterprises experience the benefits of these transformative services, BPO providers will have to up the ante to differentiate themselves by investing in automation, industry-specific talent and IP, and truly global infrastructure by reducing dependency on offshore infrastructure."