USD 314.4 billion
Business Process Outsourcing Market Size, Share, and Growth Analysis
Business Process Outsourcing Market By Outsourcing Type (Offshore, Onshore), By Service (Voice Processing, Telemarketing Services), By Application (Customer Services, Finance and Accounting), By Deployment Mode, By Organization Size, By Region - Industry Forecast 2025-2032
Report ID:
SQMIG45B2086 |
Region:
Global |
Published Date: May, 2025
Pages:
165
|Tables:
118
|Figures:
78
Format -
Business Process Outsourcing Market Insights
Global Business Process Outsourcing Market size was valued at USD 314.4 billion in 2023 and is poised to grow from USD 332.01 billion in 2024 to USD 513.4 billion by 2032, growing at a CAGR of 5.6% during the forecast period (2025-2032).
The Business Process Outsourcing market is fueled by elements including the growing emphasis placed by businesses on enhancing productivity and adaptability, reducing operating expenses, and emphasizing core competencies to survive the ever-changing business dynamics. Several organizations are also concentrating more on lowering the cost of doing business to access global resources to fulfill the expanding Business Process Outsourcing industry demands. These factors have promoted the adoption of business process outsourcing (BPO) services across several firms that concentrate on technological advancements like AI and cloud computing for enhancing organizational efficiency. The COVID-19 pandemic's effects in 2019 also increased demand for standardized platform services, which give BPOs the ability to handle complicated business procedures and open up new opportunities for Business Process Outsourcing market expansion. BPO is the practice of assigning duties and operations for several business functions to outside service providers. Due to their advantages, including lower prices, more flexibility, and higher service quality, BPO services are in high demand. Additionally, BPO enables businesses to emphasize their core business operations so that they can provide customers with additional value. Due to its advantages, BPO services are in demand throughout end-use industries, including IT & telecommunication, BFSI, and healthcare.
One of the key factors driving the expansion of business process outsourcing is the rising popularity of cloud computing. Increased time to market, enhanced quality control and cost savings are all made possible by cloud computing for BPO providers. Additionally, cloud computing in BPO ensures immediate access to systems and support for computing, flexible provisioning, and all-access whenever necessary to meet business needs. During the forecast period, it is expected that these advantages will have a positive influence on the adoption of cloud computing in the business process outsourcing market. The growth prospects of the Business Process Outsourcing market are, however, expected to be constrained during the forecast period by concerns about confidentiality and intellectual property rights. The need to cut operational costs frequently forces the outsourcer to operate in nations without a well-established legal system to safeguard it against confidentiality and intellectual property rights violations. Due to the possibility that even a small mistake could permanently harm the outsourcing company's position in the market, outsourcing companies frequently worry about how the outsources handle the information shared. Additionally, Business Process Outsourcing market growth is expected to benefit from the growing number of government initiatives being carried out to encourage the use of cloud computing in the Business Process Outsourcing industry.
Beginning in 2019, there were social and economic disruptions brought on by the sharp rise in COVID-19 cases, and outsourcing tasks became more difficult. However, it is expected that the modifications made to business operations as a result of these disruptions will ultimately fuel the Business Process Outsourcing market. Business Continuity Plans (BCP) have been restructured by BPO companies to accommodate distributed workforces, which has altered their business models. Businesses now understand the value of disaster recovery and continuous operations planning for creating more dependable business models that can withstand unforeseeable disruptions like the COVID-19 pandemic. For instance, the major Business Process Outsourcing market players, such as Accenture and Infosys Limited (Infosys BPM), claimed that more than 80–90% of their staff members were working from remote locations as a result of the COVID-19 pandemic in 2019. The subsequent disruption to the workforce management process resulted in a lack of infrastructure equipment and increased data security risks, which in turn caused decreased work efficiency and delays in project completion in the Business Process Outsourcing market.
US Business Process Outsourcing Market is poised to grow at a sustainable CAGR for the next forcast year.
Market snapshot - 2025-2032
Global Market Size
Largest Segment
BFSI
Fastest Growth
BFSI
Growth Rate
5.6% CAGR
Global BPO Market 2021-2028 ($ Bn)
Country Share for North America Region- 2021 (%)
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Business Process Outsourcing Market Segments Analysis
Global Business Process Outsourcing Market is segmented by Outsourcing Type, Service, Application, Deployment Mode, Organization Size, Ownership, Outsourcing Approach, End-User and region. Based on Outsourcing Type, the market is segmented into Offshore, Onshore and Nearshore. Based on Service, the market is segmented into Voice Processing, Telemarketing Services, Image Editing Services, Virtual Staffing Services, 3d Visualization Services and Others. Based on Application, the market is segmented into Finance & Accounting, Human Resource, KPO, Procurement & Supply Chain, Customer Services, Sales & Marketing, Logistics, Others. Based on Deployment Mode, the market is segmented into Cloud and On Premise. Based on Organization Size, the market is segmented into Large Enterprises and SMEs. Based on Ownership, the market is segmented into Captive and Third Party. Based on Outsourcing Approach, the market is segmented into Contract Based, Bundled Services, Best-Shore and Fee For Service. Based on End-User, the market is segmented into IT and Telecommunication, Manufacturing, BFSI, Government & Defense, Transportation and Logistics, Retail & E-Commerce, Travel and Hospitality, Healthcare, Energy and Utilities, Education and Others. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.
Business Process Outsourcing Market Analysis by Service Type
In 2021, the Business Process Outsourcing market was dominated by the customer services segment, which had a revenue share of over 30%. The Business Process Outsourcing market is expected to continue to lead, with the fastest CAGR during the forecast period. The overwhelming Business Process Outsourcing market share can be attributed to the rising number of service centers around the world that require both online and offline technical support. BPO companies with a focus on customer service are experts at handling requests and questions from customers that come in through various channels, including emails, phone calls, chats, social media, and other channels. Most of them also offer self-service assistance, ensuring that clients can find solutions to their questions whenever they need them.
During the forecast period, it is expected that the finance and accounting segment will expand significantly. This can be attributed to the growing number of banking facilities and strict regulatory requirements in the banking industry, which have led to the requirement for outsourcing services that can significantly lower operation costs. In addition, it is expected that the human resource services segment will expand significantly throughout the forecast period due to the increased demand for resources in a variety of fields, including payment processing, recruitment and relocation, administration, and other employee benefits services.
Business Process Outsourcing Market Analysis by End Use
The IT & telecommunications sector, which accounted for about 34.0% of the Business Process Outsourcing market as a whole, had the highest revenue share in 2021. One of the main factors driving the demand for BPO services across IT and telecommunication companies is the increase in the number of IT companies and the rapid industrialization of the world. IT and telecom BPO services meet the rising demand for connectivity, deal with security concerns, and develop fresh products for the newest gadgets and technological advancements. Call center outsourcing, billing operations, finance, and accounting are just a few of the business tasks that telecom companies outsource. By outsourcing, telecom companies can lower their capital expenditures, develop flexible customer acquisition and retention strategies, gain access to specialized resources, maximize their current investments, and control cost pressures.
Global BPO Market Share By End-User, 2021 (%)
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Business Process Outsourcing Market Regional Insights
Over 36% of the Business Process Outsourcing market's revenue was generated in North America in 2021, and this region is expected to continue expanding throughout the forecast period. As more tech giants require BPO services, it is expected that the region would continue to dominate. Regional expansion is also expected to be supported by the customization of service offerings to better fit individual demands and the rising demand for cloud computing. Similar to the American Business Process Outsourcing industry, the European Business Process Outsourcing market is expected to grow strongly due to the availability of a competent labor force as well as the high quality of services and operational effectiveness.
Due to the rising need for skilled workers, falling labor costs, and major investments in digital technology by top vendors like HCL Technologies Limited, Infosys Ltd., Accenture, and Wipro, the Asia Pacific market is expected to grow at the fastest CAGR between 2022 and 2028. For instance, HCL Technologies Limited began operations in Vietnam in December 2021. The company's ability to hire highly qualified professionals and provide improved IT solutions across the nation was made possible by the business expansion. It additionally enabled the business to increase its Business Process Outsourcing market share in the Asia Pacific.
Global BPO Market By Geography, 2021 - 2028
- Largest
- Fastest
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Business Process Outsourcing Market Dynamics
Business Process Outsourcing Market Driver
- The main driver of business process outsourcing services is the growing use of BPO services in the IT and telecommunications industries. The Business Process Outsourcing market is being strengthened by the BPO services' adaptability to a variety of end-use sectors, such as banking, financial services, healthcare, and manufacturing. The use of BPO services is increasing due to decreased operating expenses and enhanced efficiency of support and customer service tasks. BPO services can provide consistent, pertinent, and round-the-clock support for crucial business activities because of their interconnection to organizations. Focusing on shared workloads will help businesses succeed going forward by increasing the demand for business process outsourcing. Businesses are putting more money into BPO, which is fueling Business Process Outsourcing market expansion.
Business Process Outsourcing Market Restraint
- However, it is projected that concerns about confidentiality and intellectual property rights will limit the growth possibilities of the BPO business within the expected time frame. When operating expenses must be cut, outsourcing companies frequently choose locations in nations without a developed legal system to safeguard them from data breaches and infringements of intellectual property rights. Because even a tiny mistake could result in a long-term setback for the company's market position, outsourcing organizations are frequently worried about how the outsources handle the information shared. It is also expected that the rising number of government initiatives to encourage the use of cloud computing in the Business Process Outsourcing industry will be positive for Business Process Outsourcing market expansion.
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Business Process Outsourcing Market Competitive Landscape
Accenture, Amdocs, Infosys Limited, HCL Technologies Limited, CBRE Group Inc., Wipro Limited, and Capgemini are some of the major market participants that will control the world Business Process Outsourcing market in 2021. To survive in the fiercely competitive market, businesses employ inorganic growth tactics like mergers and acquisitions, collaborations, and global expansion. Amdocs and VEON Ltd., a connectivity and internet service provider, entered a seven-year collaboration in October 2021 to provide cutting-edge digital services to VEON's consumers in Uzbekistan and Kazakhstan.
Top Players in Business Process Outsourcing Market
- Accenture (Ireland)
- IBM (United States)
- Cognizant (United States)
- Genpact (United States)
- Wipro (India)
- Tata Consultancy Services (TCS) (India)
- Infosys BPM (India)
- Teleperformance (France)
- Concentrix (United States)
- EXL Service (United States)
- Capgemini (France)
- ADP (United States)
- HCLTech (India)
- Tech Mahindra (India)
- NTT DATA (Japan)
- Sutherland Global Services (United States)
- Alorica (United States)
- TTEC (United States)
- Conduent (United States)
- WNS Global Services (United Kingdom/United States/India)
Business Process Outsourcing Market Recent Development
- In March 2021, One of the industry's top leaders, Exela Technologies, partnered with Vocalink, a Mastercard company, to offer a "Request to Pay" solution that is a crucial part of the new PAY.UK payment architecture. The retail payment authority for "PAY.UK" aids in providing payment infrastructure.
- In October 2021, the Confirmation of Payee ("CoP") system solution is a new payment detection and verification system introduced by Exela Technologies that aids in fraud detection, payment process verification, and security.
Business Process Outsourcing Key Market Trends
- The business process outsourcing market is most prevalent in the Americas. Compared to Europe, the Middle East, and Africa combined, North America had the largest Business Process Outsourcing market. Robotic process automation (RPA), one of the new technologies that emerged in recent years, has started to affect the BPO sector. Using bots and artificial intelligence on a user interface, robotic process automation (RPA) completes tasks more quickly and affordably. RPA, with its cost savings, speed, and efficiency benefits is slowly making its way into all industries and all types of business processes. Although many BPO service providers face obstacles in this endeavor, the leading companies in the sector are already making efforts to incorporate robotic process automation into their standard client service offerings.
Business Process Outsourcing Market SkyQuest Analysis
SkyQuest's ABIRAW (Advanced Business Intelligence, Research & Analysis Wing) is our Business Information Services team that Collects, Collates, Correlates, and Analyses the Data collected using Primary Exploratory Research backed by robust Secondary Desk research.
According to the analysis, the customer services segment dominated the global Business Process Outsourcing (BPO) Market in 2021 and is expected to maintain its dominance throughout the forecast period. In 2021, North America dominated the global Business Process Outsourcing (BPO) Market owing to the region's highly aware and economically stable population.
| Report Metric | Details |
|---|---|
| Market size value in 2023 | USD 314.4 billion |
| Market size value in 2032 | USD 513.4 billion |
| Growth Rate | 5.6% |
| Base year | 2024 |
| Forecast period | 2025-2032 |
| Forecast Unit (Value) | USD Billion |
| Segments covered |
|
| Regions covered | North America (US, Canada), Europe (Germany, France, United Kingdom, Italy, Spain, Rest of Europe), Asia Pacific (China, India, Japan, Rest of Asia-Pacific), Latin America (Brazil, Rest of Latin America), Middle East & Africa (South Africa, GCC Countries, Rest of MEA) |
| Companies covered |
|
| Customization scope | Free report customization with purchase. Customization includes:-
|
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Table Of Content
Executive Summary
Market overview
- Exhibit: Executive Summary – Chart on Market Overview
- Exhibit: Executive Summary – Data Table on Market Overview
- Exhibit: Executive Summary – Chart on Business Process Outsourcing Market Characteristics
- Exhibit: Executive Summary – Chart on Market by Geography
- Exhibit: Executive Summary – Chart on Market Segmentation
- Exhibit: Executive Summary – Chart on Incremental Growth
- Exhibit: Executive Summary – Data Table on Incremental Growth
- Exhibit: Executive Summary – Chart on Vendor Market Positioning
Parent Market Analysis
Market overview
Market size
- Market Dynamics
- Exhibit: Impact analysis of DROC, 2021
- Drivers
- Opportunities
- Restraints
- Challenges
- Exhibit: Impact analysis of DROC, 2021
- SWOT Analysis
KEY MARKET INSIGHTS
- Technology Analysis
- (Exhibit: Data Table: Name of technology and details)
- Pricing Analysis
- (Exhibit: Data Table: Name of technology and pricing details)
- Supply Chain Analysis
- (Exhibit: Detailed Supply Chain Presentation)
- Value Chain Analysis
- (Exhibit: Detailed Value Chain Presentation)
- Ecosystem Of the Market
- Exhibit: Parent Market Ecosystem Market Analysis
- Exhibit: Market Characteristics of Parent Market
- IP Analysis
- (Exhibit: Data Table: Name of product/technology, patents filed, inventor/company name, acquiring firm)
- Trade Analysis
- (Exhibit: Data Table: Import and Export data details)
- Startup Analysis
- (Exhibit: Data Table: Emerging startups details)
- Raw Material Analysis
- (Exhibit: Data Table: Mapping of key raw materials)
- Innovation Matrix
- (Exhibit: Positioning Matrix: Mapping of new and existing technologies)
- Pipeline product Analysis
- (Exhibit: Data Table: Name of companies and pipeline products, regional mapping)
- Macroeconomic Indicators
COVID IMPACT
- Introduction
- Impact On Economy—scenario Assessment
- Exhibit: Data on GDP - Year-over-year growth 2016-2022 (%)
- Revised Market Size
- Exhibit: Data Table on Business Process Outsourcing Market size and forecast 2021-2027 ($ million)
- Impact Of COVID On Key Segments
- Exhibit: Data Table on Segment Market size and forecast 2021-2027 ($ million)
- COVID Strategies By Company
- Exhibit: Analysis on key strategies adopted by companies
MARKET DYNAMICS & OUTLOOK
- Market Dynamics
- Exhibit: Impact analysis of DROC, 2021
- Drivers
- Opportunities
- Restraints
- Challenges
- Exhibit: Impact analysis of DROC, 2021
- Regulatory Landscape
- Exhibit: Data Table on regulation from different region
- SWOT Analysis
- Porters Analysis
- Competitive rivalry
- Exhibit: Competitive rivalry Impact of key factors, 2021
- Threat of substitute products
- Exhibit: Threat of Substitute Products Impact of key factors, 2021
- Bargaining power of buyers
- Exhibit: buyers bargaining power Impact of key factors, 2021
- Threat of new entrants
- Exhibit: Threat of new entrants Impact of key factors, 2021
- Bargaining power of suppliers
- Exhibit: Threat of suppliers bargaining power Impact of key factors, 2021
- Competitive rivalry
- Skyquest special insights on future disruptions
- Political Impact
- Economic impact
- Social Impact
- Technical Impact
- Environmental Impact
- Legal Impact
Market Size by Region
- Chart on Market share by geography 2021-2027 (%)
- Data Table on Market share by geography 2021-2027(%)
- North America
- Chart on Market share by country 2021-2027 (%)
- Data Table on Market share by country 2021-2027(%)
- USA
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Canada
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Europe
- Chart on Market share by country 2021-2027 (%)
- Data Table on Market share by country 2021-2027(%)
- Germany
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Spain
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- France
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- UK
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Rest of Europe
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Asia Pacific
- Chart on Market share by country 2021-2027 (%)
- Data Table on Market share by country 2021-2027(%)
- China
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- India
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Japan
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- South Korea
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Rest of Asia Pacific
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Latin America
- Chart on Market share by country 2021-2027 (%)
- Data Table on Market share by country 2021-2027(%)
- Brazil
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Rest of South America
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Middle East & Africa (MEA)
- Chart on Market share by country 2021-2027 (%)
- Data Table on Market share by country 2021-2027(%)
- GCC Countries
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- South Africa
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
- Rest of MEA
- Exhibit: Chart on Market share 2021-2027 (%)
- Exhibit: Market size and forecast 2021-2027 ($ million)
KEY COMPANY PROFILES
- Competitive Landscape
- Total number of companies covered
- Exhibit: companies covered in the report, 2021
- Top companies market positioning
- Exhibit: company positioning matrix, 2021
- Top companies market Share
- Exhibit: Pie chart analysis on company market share, 2021(%)
- Total number of companies covered
Methodology
For the Business Process Outsourcing Market, our research methodology involved a mixture of primary and secondary data sources. Key steps involved in the research process are listed below:
1. Information Procurement: This stage involved the procurement of Market data or related information via primary and secondary sources. The various secondary sources used included various company websites, annual reports, trade databases, and paid databases such as Hoover's, Bloomberg Business, Factiva, and Avention. Our team did 45 primary interactions Globally which included several stakeholders such as manufacturers, customers, key opinion leaders, etc. Overall, information procurement was one of the most extensive stages in our research process.
2. Information Analysis: This step involved triangulation of data through bottom-up and top-down approaches to estimate and validate the total size and future estimate of the Business Process Outsourcing Market.
3. Report Formulation: The final step entailed the placement of data points in appropriate Market spaces in an attempt to deduce viable conclusions.
4. Validation & Publishing: Validation is the most important step in the process. Validation & re-validation via an intricately designed process helped us finalize data points to be used for final calculations. The final Market estimates and forecasts were then aligned and sent to our panel of industry experts for validation of data. Once the validation was done the report was sent to our Quality Assurance team to ensure adherence to style guides, consistency & design.
Analyst Support
Customization Options
With the given market data, our dedicated team of analysts can offer you the following customization options are available for the Business Process Outsourcing Market:
Product Analysis: Product matrix, which offers a detailed comparison of the product portfolio of companies.
Regional Analysis: Further analysis of the Business Process Outsourcing Market for additional countries.
Competitive Analysis: Detailed analysis and profiling of additional Market players & comparative analysis of competitive products.
Go to Market Strategy: Find the high-growth channels to invest your marketing efforts and increase your customer base.
Innovation Mapping: Identify racial solutions and innovation, connected to deep ecosystems of innovators, start-ups, academics, and strategic partners.
Category Intelligence: Customized intelligence that is relevant to their supply Markets will enable them to make smarter sourcing decisions and improve their category management.
Public Company Transcript Analysis: To improve the investment performance by generating new alpha and making better-informed decisions.
Social Media Listening: To analyze the conversations and trends happening not just around your brand, but around your industry as a whole, and use those insights to make better Marketing decisions.
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