Marché de l’externalisation des processus d’entreprise (BPO) en Thaïlande – Tendances et prévisions du secteur jusqu’en 2030

Analyse et perspectives du marché de l'externalisation des processus d'entreprise (BPO) en Thaïlande

Les acteurs du marché élargissent leurs offres de services afin d'acquérir un avantage concurrentiel. Le marché mondial est en constante croissance en raison de l'expansion du secteur industriel, du développement des infrastructures et des améliorations techniques dans les pays en développement. L'adoption des technologies IoT et IA stimule considérablement le marché mondial. Le soutien et les investissements accrus des gouvernements dans la reconstruction de l'ancien système de transmission et de distribution d'électricité sont l'un des facteurs à l'origine de la croissance rapide du marché.

Au cours de la période de prévision, les fabricants impliqués dans le marché de l'externalisation des processus d'entreprise (BPO) bénéficieront probablement de manière significative d'une sensibilisation accrue aux avantages de l'externalisation des processus d'entreprise et des investissements dans diverses organisations. Data Bridge Market Research analyse que le marché thaïlandais de l'externalisation des processus d'entreprise connaîtra un TCAC de 7,1 % au cours de la période de prévision de 2023 à 2030.

Market Definition

Business process outsourcing (BPO) is the practice of contracting or outsourcing a specific work process or process to an external service provider for the required function. The services can include payroll, accounting, telemarketing, data recording, social media marketing, customer support, and more. BPO can be done for non-core business activities such as recruiting, managing finance and payroll, supervising procurement, and providing training among others. Business process outsourcing can be provided in various domains, including human resources, sales & marketing, supply chain, finance & accounting, education & training, and payment among others. Outsourcing necessary processes such as recruiting, accounts payable, managing procurement, or various utility bill processing help take care of important yet repetitive tasks that need to perform very frequently or on a daily basis and need to free your internal resources to focus on your core competency. As organizations streamline and improve their services or products, they can gain business and scale up their operations, which then helps them to increase their revenue.

Global Business Process Outsourcing (BPO) Market Dynamics

This section deals with understanding the market drivers, advantages, opportunities, restraints and challenges. All of this is discussed in detail as below:

Drivers

• Rising customer focus toward enhanced efficiency, time effectiveness, and cost efficiency

Business process outsourcing has become an easy and cost-effective practice used widely in today's digitization world. It further enables business owners to reduce the burden of work and concentrate on other core aspects of their operation. Developed countries such as Japan, U.K., U.S. among others, always prefer outsourcing for their business processes. The ongoing digital revolution has made companies switch from traditional Business Process Services (BPS) towards technological aspects such as Business Process as a Service (BPaaS) to succeed. There is a huge difference in the wage/pay patterns of the western developed and developing countries. The kind of work is done in the west for a very high price to obtain a considerably cheaper rate in developing countries such as the Philippines, India, and Japan, with a difference of up to 60%. BPO allows gain flexibility in the workforce and avoids the need to hire. In addition to the legal obligations relating to the employment contract, the company does not have to bear any expenses related to the recruitment of an employee.

• Growing preference for cloud technology and its significance on process automation

Digital technologies have created new opportunities for business leaders. Traditional operations and business process outsourcing models are reinventing into more intelligent workflows using automation, Artificial Intelligence (AI), the Internet of Things (IoT), cloud, and other new technologies. Businesses must constantly evolve to more intelligent, fully orchestrated processes that consider clients, employees, suppliers, and business partners to remain relevant and continue their growth.

• Increasing dependence on sales and marketing for customer service enhancement

Sales and marketing are one of the most crucial functions of any business. Every company needs to promote and sell its products to its customers or clients to generate revenue. Companies need to sell their products and services to remain in business, but before that, they company must also need to create awareness of their respective services to their customers on continuous terms. And for this, the companies utilize various techniques such as online marketing, telemarketing, assisting customers, and approaching prospects. Many small companies do not have enough resources, so they outsource marketing or telemarketing/telesales.

Opportunities

• Focus on multi-workflow scheduling of business

Earlier, automated workflows were reserved only for wealthy organizations willing to invest heavily in complex CRM and ERP systems. But, the advent of cloud technology has turned this concept on its head. As the technology transformed, people started leveraging its power to automate their complex workflow processes to achieve process integration. BPO has dramatically expanded in recent years as companies see the benefit in reducing costs, improving efficiency and customer service, and enabling high growth while working with limited resources.

• Emergence of digital technologies, namely AI, IoT, and cloud computing

Cloud computing has turned out to be a major driving force for digital transformation across industries. It provides unparalleled agility and reduces operational and management overheads. Several governments and businesses are starting to leverage this technology and are slowly gaining popularity across several verticals. The potential has become so open that the notion of the cloud is limited to only IT functions has completely changed. This is further integrated with other technologies such as Artificial Intelligence (AI), the Internet of Things (IoT), and edge computing, among others.

Restraints

• Growing concerns regarding data security and privacy concern

Nowadays, data security has become more important than ever, leaving many people curious about how BPO companies handle data security. While business process outsourcing is increasing in popularity, many organizations fear working with a third-party BPO company could put their data at risk.

• Stringent government regulations

If market forces drive outsourcing, businesses that outsource in the Thailand economy can increase productivity and wages, not by the need to execute costly laws and lawsuits. However, legal and regulatory considerations sometimes affect companies' sourcing patterns, including their contracts with offshore suppliers, not just a mission for cheap labor. Organizations resort to external contracting or outsourcing to cut labor costs. Outsourcing abroad or offshoring, however, is relatively complex, with major political overtones linked to the transfer of jobs. The interaction of diverse national business environments in such transnational relationships is a multi-layered process in which diverging legal, economic, and social concerns arise. Offshore outsourcing type now a popular corporate strategy that is used to a large extent by organizations in developed countries to upsurge profitability by investing overseas in relatively 'low-wage' developing countries such as India, Japan, Philippines, China, and Brazil.

Challenges

• Lack of skilled workforce and high attrition rate

Attrition and lack of skilled professionals are perhaps one of the biggest challenges faced by most business process outsourcing (BPO) companies. Attrition in the business process outsourcing (BPO) sector has terrible effects on the organization. The high attrition costs increase the costs to the organization considerably. The more people leave an organization or company, the more it drains on the company's resources, such as recruitment expenses, training, orientation expenses, and time. The high attrition rate adversely affects the productivity of the organization.

COVID-19 Impact on Thailand Business Process Outsourcing Market

COVID-19 has had a negative impact on practically every business and industry. The commercial circumstances that COVID-19 has created are unprecedented, and various organizations are scrambling to react.

Covid-19's influence on the BPO business is broad and multifaceted, and many BPO firms are still undertaking changes to suit its consequences. The BPO sector is extremely fortunate to be able to operate digitally, allowing BPO firms to continue to operate with minimal health and safety risks for employees.

However, this does not imply that the BPO industry adjustments have been simple to implement. Not every BPO organization was built to allow team members to work remotely. In truth, the majority of BPO firms operate from an office with dedicated equipment, software, and hardware.

BPO firms have implemented a number of technological and digital innovations in order to maintain excellent virtual performance. The influence of COVID-19 on the BPO business is far-reaching and important, and we'll go through some of the most significant changes in more detail below.

Recent Development

• In January 2021, Genpact announced the acquisition of data engineering and analytics firm Enquero. This helps the company provide services such as harnessing data, cloud technologies, and analytics to drive growth and be more resilient, agile, and connected. This increases its service portfolio.

Thailand Business Process Outsourcing (BPO) Market Scope

Thailand business process outsourcing (BPO) market is segmented on the basis of location, service, application, deployment mode, organization size, ownership, outsourcing approach, and end user. The growth amongst these segments will help you analyze meager growth segments in the industries and provide the users with a valuable market overview and market insights to help them make strategic decisions for identifying core market applications.

Location

• Offshore
• Onshore
• Nearshore

On the basis of location, the market is segmented into offshore, onshore, and nearshore.

Service

• Voice processing
• Telemarketing services
• Image editing services
• Virtual staffing services
• 3d visualization services
• Others

On the basis of service, the market is segmented into voice processing, telemarketing services, image editing services, virtual staffing services, and 3D visualization services, and others.

Application

• Customer care
• Finances et comptabilité
• Services de gestion des talents et des ressources humaines
• Ventes et marketing
• Sourcing, approvisionnement et chaîne d'approvisionnement
• Installations et administration
• Ingénierie de produits
• Entraînement
• Autres

Sur la base de l'application, le marché est segmenté en service client, finances et comptabilité, services de talents et RH, ventes et marketing, sourcing, achats et chaîne d'approvisionnement, installations et administration, ingénierie des produits, formation et autres.

Mode de déploiement

• Nuage
• Sur place

Sur la base du mode de déploiement, le marché est segmenté en cloud et sur site.

Taille de l'organisation

• Grandes entreprises
• Petites et moyennes entreprises

Sur la base de la taille de l’organisation, le marché est segmenté en grandes entreprises et en petites et moyennes entreprises.

Possession

• Captif
• Tierce personne

Sur la base de la propriété, le marché est segmenté en captif et tiers.

Approche d'externalisation

• Basé sur un contrat
• Services groupés
• Meilleur rivage
• Frais de service

Sur la base de l'approche d'externalisation, le marché est segmenté en services contractuels, services groupés, best-shore et frais de service.

Utilisateur final

• Informatique et télécommunication
• BFSI
• Fabrication
• Soins de santé
• Gouvernement et défense
• Commerce de détail et commerce électronique
• Transport et logistique
• Voyages et hospitalité
• Énergie et services publics
• Éducation
• Autres

Sur la base de l'utilisateur final, le marché est segmenté en informatique et télécommunications, BFSI, fabrication, soins de santé, gouvernement et défense, vente au détail et commerce électronique, transport et logistique, voyages et hôtellerie, énergie et services publics, éducation, et autres.

Analyse du paysage concurrentiel et des parts de marché de l'externalisation des processus d'affaires (BPO) en Thaïlande

Le paysage concurrentiel du marché de l'externalisation des processus d'entreprise (BPO) en Thaïlande fournit des détails par concurrent. Les détails inclus sont la présentation de l'entreprise, les finances de l'entreprise, les revenus générés, le potentiel du marché, les investissements dans la recherche et le développement, les nouvelles initiatives du marché, la présence mondiale, les sites et installations de production, les capacités de production, les forces et les faiblesses de l'entreprise, le lancement de la solution, la largeur et l'étendue du produit et la domination des applications. Les points de données ci-dessus fournis ne concernent que l'orientation des entreprises liées au marché thaïlandais de l'externalisation des processus d'entreprise (BPO).

Certains des principaux acteurs opérant sur le marché thaïlandais de l'externalisation des processus d'entreprise (BPO) sont Accenture, Infosys Limited, Capgemini, IBM Corporation, Cognizant, Wipro Limited, Genpact, HCL Technologies Limited, NCR Corporation, Amdocs, ExlService Holdings, Inc., CBRE, Tech Mahindra Limited, TTEC, Unity Communications, Octopus Tech, Concentrix Corporation, CGI Inc. entre autres.

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