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Abstract

This IDC study presents forecasts of spending (customer expenditures) for the offshore-based horizontal BPO services market for 2018–2022 that includes HR, finance and accounting, procurement, and customer care by four importing regions (United States, Canada, EMEA, and APAC). This study includes advice to providers of BPO services, an analysis of key market and industry trends by importing markets, key market drivers and inhibitors, significant market developments, and highlights of key changes from the prior forecast. This study also updates the previous forecast published in Worldwide Offshore-Based Horizontal BPO Services Forecast, 2017–2021 (IDC #US43176517, November 2017).

"The offshore BPO services market continues to face challenges that are driven by geopolitical instability, customer shift to new service models (e.g., cloud), and increasing pressure to automate labor processes, all of which are driving fundamental changes to provider businesses," says David Tapper, vice president, Outsourcing and Managed Cloud Services at IDC. "Key areas of focus that will enable offshore BPO providers to maintain a competitive edge must include leveraging cloud as the core delivery platform, being proactive about automation, building a strong partner ecosystem, developing an intelligent management platform, and investing in robust security and data compliance capabilities."


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