Abstract

This IDC study presents forecasts of spending (customer expenditures) for the offshore-based horizontal BPO services market for 2019–2023 that includes HR, finance and accounting, procurement, and customer care by four importing regions (United States, Canada, EMEA, and Asia/Pacific). 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, 2018–2022 (IDC #US43251218, November 2018).

"BPO providers are faced with a gauntlet of challenges that include geopolitical instability, customer shift to new service models (e.g., cloud), increasing pressure to automate labor processes, and rising customer expectations of BPO providers to more clearly define and prove the benefits of the value of their services," says David Tapper, vice president, Outsourcing and Managed Cloud Services at IDC. "Key areas on which offshore BPO providers need to focus include clearly articulating and communicating the value of innovation, leveraging the impact of innovations for potential opportunities, highlighting the ability to aggregate and analyze multiple data sources, and driving the brand of digital operations."


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