The business process outsourcing (BPO) market encompasses various applications, including customer service, finance and accounting, human resources, and supply chain management. Among these, customer service outsourcing stands out as the dominating segment, driven by the need for businesses to provide efficient and responsive customer support. BPO in customer service optimizes customer interactions, enhances satisfaction, and streamlines operations. It enables companies to focus on their core competencies while outsourcing non-core functions to specialized service providers, ultimately improving overall business performance.
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Data Bridge Market Research analyses that the North America Business Process Outsourcing (BPO) Market will grow at a CAGR of 8.3% during the forecast period of 2023 to 2030. BPO services offer scalability, allowing businesses to flexibly adjust the volume of outsourced tasks to align with fluctuating operational needs, ensuring cost-effectiveness during growth or contraction phases while maintaining service quality.
Key Findings of the Study
Access to skilled talent is expected to drive the market's growth rate
BPO providers bring specialized skills and expertise to the table, elevating service quality for client businesses. These professionals are well-trained in their respective domains, whether it's customer service, finance, or IT. Their experience allows for efficient problem-solving, process optimization, and adherence to industry best practices. By leveraging the proficiency of BPO teams, companies can deliver higher-quality services, gain a competitive edge, and better meet the evolving demands and expectations of their customers.
Report Scope and Market Segmentation
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Report Metric
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Details
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Forecast Period
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2023 to 2030
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Base Year
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2022
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Historic Years
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2021 (Customizable to 2015-2020)
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Segments Covered
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Outsourcing Type (Offshore, Nearshore, and Onshore), Service (Voice Processing, Telemarketing Services, Image Editing Services, Virtual Staffing Services, 3D Visualization Services, and Others) Application (Customer Care, Finance and Accounting, Talent and HR Services, Sales and Marketing, Sourcing, Procurement and Supply Chain, Facilities and Administration, Product Engineering, Training, and Others), Deployment Mode (On Premise, and Cloud), Organization Size (Large Enterprises, and SMEs), Ownership (Captive, and Third Party), Outsourcing Approach (Best-Shore, Bundled Services, Contract Based, and Fee For Service), End User (BFSI, IT and Telecommunication, Healthcare, Manufacturing, Retail and E-commerce, Government and Defense, Transportation and Logistics, Travel and Hospitality, Education, Energy and Utilities, and Others)
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Countries Covered
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U.S., Canada and Mexico in North America
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Market Players Covered
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Callgest.net (Spain), DISYS (U.S.), Xterna (Canada), Grupo CMC (Spain), CPM International (U.K.), Bukit BPO by BC (Canada), TDCX (Singapore), Webhelp (France), IBM Corporation (U.S.), Cognizant (U.S.), Capgemini (France), Genpact (U.S.), ADP, Inc. (U.S.), Wipro Limited (India), Accenture (Ireland), Tata Consultancy Services Limited (India), HCL Technologies Limited (India), NTT DATA, Inc. (Japan), WNS (Holdings) Ltd. (India), Conduent, Inc. (U.S.), NCR Corporation (U.S.), Tech Mahindra Limited (India), Infosys Limited (India), Triniter (U.S.), Concentrix Corporation (U.S.), TTEC (U.S.), SunTec Web Services Pvt. Ltd. (India), Invensis Technologies Pvt. Ltd. (India), Plaxonic Technologies (India), Sodexo (France), ExlService Holdings, Inc. and Affiliates (U.S.), Intetics Inc. (U.S.), AMDOCS (U.S.), CBRE (U.S.), Unity Communications (U.S.), eNoah (U.S.), Helpware (U.S.), Octopus Tech (U.S.), Aidey (U.S.), Intersa (U.S.), CBR (U.S.)
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Data Points Covered in the Report
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In addition to the market insights such as market value, growth rate, market segments, geographical coverage, market players, and market scenario, the market report curated by the Data Bridge Market Research team includes in-depth expert analysis, import/export analysis, pricing analysis, production consumption analysis, and pestle analysis.
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Segment Analysis:
The North America business process outsourcing (BPO) market is segmented on the basis of outsourcing type, service, application, deployment mode, organization size, ownership, outsourcing approach, and end user.
- On the basis of outsourcing type, the market is segmented into offshore, onshore, and nearshore.
- On the basis of service, the market is segmented into voice processing, telemarketing services, image editing services, virtual staffing services, 3D visualization services, and others.
- On the basis of application, the market is segmented into customer care, finance and accounting, talent and HR services, sales and marketing, sourcing, procurement & supply chain, facilities and administration, product engineering, training, and others.
- On the basis of deployment mode, the market is segmented into cloud and on premise.
- On the basis of organization size, the market is segmented into large enterprises, and SMEs.
- On the basis of ownership, the market is segmented into captive and third party.
- On the basis of outsourcing approach, the market is segmented into contract based, bundled services, best-shore, and fee for service.
- On the basis of end-user, the market is segmented into IT and telecommunication, BFSI, manufacturing, healthcare, government and defense, retail and e-commerce, transportation and logistics, travel and hospitality, energy and utilities, education, and others.
Major Players
Data Bridge Market Research recognizes the following companies as the major North America business process outsourcing (BPO) market players in North America business process outsourcing (BPO) market are Callgest.net (Spain), DISYS (U.S.), Xterna (Canada), Grupo CMC (Spain), CPM International (U.K.), Bukit BPO by BC (Canada), TDCX (Singapore), Webhelp (France), IBM Corporation (U.S.), Cognizant (U.S.), Capgemini (France), Genpact (U.S.), ADP, Inc. (U.S.), Wipro Limited (India), Accenture (Ireland), Tata Consultancy Services Limited (India), HCL Technologies Limited (India), NTT DATA, Inc. (Japan), WNS (Holdings) Ltd. (India), Conduent, Inc. (U.S.), NCR Corporation (U.S.).
Market Developments
- In January 2023, CTM, a prominent telecommunications company in Macau, partnered with Amdocs to roll out its commercial 5G services throughout the region. This significant milestone, the launch of CTM's 5G services, underscores their joint commitment to accelerate Macau's digital transformation journey. By providing high-speed and advanced connectivity solutions, this collaboration aims to empower the city with cutting-edge technology and enhance its digital infrastructure, ultimately benefiting residents and businesses asuch as.
- In June 2023, TTEC Holdings unveiled the inauguration of its TTEC Digital Innovation Studio in Hyderabad. This strategic move is poised to bolster TTEC's global customer experience offerings, facilitating the company's advancement and seamless integration with prominent CX technology platforms such as Amazon, Microsoft, Google, and more. It represents a significant step towards elevating customer experiences on a global scale through innovation and technology.
- In March 2023, Accenture revealed its intention to purchase Optimind, a renowned consulting firm headquartered in Paris. Optimind excels in various domains, including risk management, digital transformation, compliance, finance, accounting services, human resources, and business process outsourcing. This acquisition aligns with Accenture's strategic goals to expand its expertise and service offerings in these critical areas, enhancing its ability to cater to a broader range of client needs.
- In March 2023, HCLTech unveiled its strategic initiative to expand operations in Romania, aiming to onboard over a thousand professionals in the country by 2025. As part of this expansion, HCLTech will enhance its presence in Iasi and Bucharest. Presently, the company employs approximately 1,000 individuals in Romania, with a commitment to allocate 33% of future positions to graduates from local Romanian universities. This endeavor demonstrates HCLTech's commitment to fostering talent and growth in the region.
- In May 2023, TTEC Holdings launched a state-of-the-art customer experience delivery center in San Pedro Sula, Honduras. This new center strengthens TTEC's capacity to provide digital customer experience services to clients spanning diverse industries. Additionally, TTEC anticipates that this expansion will create numerous job openings in the region, given its substantial English-speaking workforce, further contributing to local economic growth and employment opportunities.
Regional Analysis
Geographically, the countries covered in the major North America business process outsourcing (BPO) market report are U.S., Canada, and Mexico in North America.
As per Data Bridge Market Research analysis:
U.S. is expected to dominate North America business process outsourcing (BPO) market during the forecast period 2023 - 2030
In 2023, the U.S. is expected to dominate the North America business process outsourcing (BPO) market, primarily driven by a surge in the establishment of new businesses. The country's vibrant entrepreneurial landscape and favorable business environment have fostered the growth of startups and enterprises such as, increasing the demand for BPO services. This trend positions the U.S. as the dominant player in the North American BPO market as it continues to cater to the needs of the expanding business ecosystem.
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