世界のビジネスプロセスアウトソーシング（BPO）市場 – 2031年までの業界動向と予測

ビジネスプロセスアウトソーシング（BPO）市場分析と洞察

ビジネス プロセス アウトソーシング (BPO) 市場は、いくつかの重要な要因によって世界的に著しい成長を遂げています。主な推進力の 1 つは、企業がコア コンピテンシーに注力し、コア以外の機能を専門のサービス プロバイダーにアウトソーシングする傾向が高まっていることです。これは、企業がコストを削減し、運用効率を高めようとしている IT、ヘルスケア、金融、通信などの業界で特に顕著です。さらに、デジタル トランスフォーメーションの台頭と、人工知能 (AI)、 ロボティック プロセス オートメーション (RPA)、クラウド コンピューティングなどの新しいテクノロジーの採用が、 BPO サービスの需要を促進しています。

世界のビジネスプロセスアウトソーシング（BPO）市場規模は、2023年に71億8,000万米ドルと評価され、2024年から2031年の予測期間中に8.5％のCAGRで成長し、2031年までに137億9,000万米ドルに達すると予測されています。市場価値、成長率、市場セグメント、地理的範囲、市場プレーヤー、市場シナリオなどの市場洞察に加えて、データブリッジ市場調査チームがまとめた市場レポートには、詳細な専門家分析、輸入/輸出分析、価格分析、生産消費分析、ペストル分析が含まれています。

レポートの範囲と市場セグメンテーション       

市場の定義

ビジネス プロセス アウトソーシング (BPO) とは、特定のビジネス プロセスまたは業務をサードパーティのサービス プロバイダーに委託することです。企業は、コストを削減し、効率を高め、コア ビジネス活動に集中するために、コアではない機能を BPO プロバイダーにアウトソーシングします。BPO サービスには、顧客サポート、テクニカル サポート、テレマーケティング、データ入力、会計、人事などが含まれます。

ビジネスプロセスアウトソーシング（BPO）市場の動向

ドライバー

• 技術の急速な進歩     

The rapid advancements in technology, including Artificial Intelligence (AI), Robotic Process Automation (RPA), and cloud computing, are revolutionizing the BPO industry. These technologies are enabling BPO providers to offer more advanced and specialized services to their clients. AI and RPA, for example, can automate repetitive tasks, streamline processes, and improve accuracy, leading to increased efficiency and cost savings. Cloud computing allows for greater flexibility, scalability, and accessibility, enabling BPO providers to offer innovative solutions to their clients. These technological advancements are driving the evolution of BPO services.

• Increasing Globalization in Businesses

With companies expanding into new markets and operating on a global scale, support is required to manage diverse and complex business processes. BPO providers offer the expertise and resources needed to handle these processes efficiently. They can provide services such as customer support, IT services, finance and accounting, and human resources, allowing companies to focus on their core competencies. In addition, BPO providers with a global presence can offer local expertise and language support, further enhancing their value proposition. As globalization continues to drive business expansion, the demand for BPO services is expected to drive market growth.

Opportunities

• Focus on Customer Experience

The BPO industry is witnessing a significant shift towards a customer-centric approach, with an increasing emphasis on delivering superior customer experience. BPO providers are concentrating on delivering personalized services and efficient support to boost customer satisfaction and loyalty. By leveraging data analytics and AI, providers can gain valuable insights into customer behavior and preferences, allowing them to offer more tailored solutions. Efficient customer support through multiple channels, such as voice, chat, and social media, is also becoming increasingly important, creating new opportunities for market growth.        

• Ongoing Digital Transformation

Technologies such as Artificial Intelligence (AI), Robotic Process Automation (RPA), and analytics are being increasingly utilized to streamline processes, improve efficiency, and drive business growth. AI and RPA, can automate repetitive tasks, freeing up human agents to focus on more complex and value-added activities. Analytics can offer valuable insights into business operations, helping providers make informed decisions and optimize performance.  BPO providers that embrace digital transformation and leverage these technologies are well-positioned to drive innovation and meet the evolving needs of their clients. The ongoing digital transformation is reshaping the BPO landscape, offering new opportunities for market growth.

Restraints/Challenges

• Data Security Concerns      

Companies are increasingly concerned about the security of their data when outsourcing to third-party service providers. The risk of data breaches, theft, or unauthorized access is a significant concern, as a security breach can lead to severe consequences for businesses, including financial losses and damage to their reputation. Data security and privacy concerns are significant restraints for the BPO market, particularly in industries dealing with sensitive information, such as healthcare and finance.        

• Maintaining High Quality of Service

Maintaining high-quality service is crucial for BPO providers to retain clients and stay competitive. However, ensuring consistent quality can be challenging, especially when outsourcing to offshore locations where cultural differences, language barriers, and distance can impact service delivery. To uphold the desired level of service quality, BPO providers must invest in training programs, quality monitoring systems, and performance metrics. In the presence of market competition, maintaining high quality service can be a challenge, and a lack of good quality work can hinder market growth.

This market report provides details of new recent developments, trade regulations, import-export analysis, production analysis, value chain optimization, market share, impact of domestic and localized market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, strategic market growth analysis, market size, category market growths, application niches and dominance, product approvals, product launches, geographic expansions, technological innovations in the market. To gain more info on the market contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.

Recent Developments

• In November 2023, TTEC Holdings, Inc., a company offering customer experience BPO services, announced the establishment of a new customer experience delivery center in Cape Town, South Africa. TTEC Holdings, Inc. provides customer experience services to a variety of companies spanning industries such as manufacturing, automotive, healthcare, and telecommunications. The Cape Town delivery center can accommodate several hundred employees
• In June 2023, Go4Customer, a provider of BPO services, introduced Conversational AI to enhance its BPO offerings. Conversational AI is an advanced technology that simulates human-such as conversations with consumers using machine learning algorithms and natural language processing

Business Process Outsourcing (BPO) Market Scope

The market is segmented on the basis of outsourcing type, 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.

Outsourcing Type

• Offshore
• Onshore
• Nearshore

Service

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

Application

• Customer Care
• Finance and Accounting
• Talent and HR Services
• Sales and Marketing
• Sourcing, Procurement & Supply Chain
• Facilities and Administration
• Product Engineering
• Training
• Others

Deployment Mode

• Cloud
• On Premise

Organization Size

• Large Enterprises
• SMEs

Ownership

• Captive
• Third Party

Outsourcing Approach

• Contract Based
• Bundled Services
• Best-Shore
• Fee for Service

End User

• IT and Telecommunication
• BFSI
• Manufacturing
• Healthcare
• Government & Defense
• Retail & E-Commerce
• Transportation and Logistics
• Travel and Hospitality
• Energy and Utilities
• Education
• Others

Business Process Outsourcing (BPO) Market Regional Analysis/Insights

The market is analyzed and market size insights and trends are provided by country, component, application, organization size, deployment model, and vertical as referenced above.

The countries covered in the market report are U.S., Canada, Mexico, U.K., Germany, France, Spain, Italy, Netherlands, Switzerland, Russia, Belgium, Turkey, Rest of Europe, China, South Korea, Japan, India, Australia, Singapore, Malaysia, Indonesia, Thailand, Philippines, Vietnam, Rest of Asia-Pacific, South Africa, Saudi Arabia, the U.A.E., Israel, Egypt, Rest of the Middle East and Africa, Brazil, Argentina, and Rest of South America.

North America is expected to dominate the market due to increasing demand from major tech companies in the region. The trend towards customizing service offerings to meet individual requirements, alongside the growing adoption of cloud computing, is expected to increase market growth further.      

Asis-Pacific is expected to show significant growth in the market due to factors such as lower labor costs, growing demand for skilled professionals, and significant digital investments by key players such as HCL Technologies Limited, Infosys Limited, Accenture plc, and Wipro Limited, which are fueling market growth.

レポートの国別セクションでは、市場の現在および将来の傾向に影響を与える国内市場における個別の市場影響要因と規制の変更も提供しています。下流および上流のバリュー チェーン分析、技術動向、ポーターの 5 つの力の分析、ケース スタディなどのデータ ポイントは、個々の国の市場シナリオを予測するために使用される指標の一部です。また、国別データの予測分析を提供する際には、グローバル ブランドの存在と可用性、および地元および国内ブランドとの競争が激しいか少ないために直面​​する課題、国内関税と貿易ルートの影響も考慮されます。

競争環境とビジネスプロセスアウトソーシング（BPO）市場シェア分析

市場競争環境では、競合他社ごとの詳細が提供されます。詳細には、会社概要、会社の財務状況、収益、市場の可能性、研究開発への投資、新しい市場への取り組み、世界的なプレゼンス、生産拠点と施設、生産能力、会社の強みと弱み、製品の発売、製品の幅と広さ、アプリケーションの優位性などが含まれます。提供される上記のデータ ポイントは、市場に関連する会社の焦点にのみ関連しています。

市場で活動している主要企業は次のとおりです。

• クオーンストロム＆ヴァン（米国）
• 地中海コンサルティング（キプロス）
• パレラコンサルティンググループSL（スペイン）
• ニューココミュニケーションズ（米国）
• スペインのコールゲスト
• DISYS（米国）
• エクステルナ（米国）
• グループCMC（スペイン）
• Nova BPO（米国）
• トリア・ホラ（スペイン）
• コグノデータ（スペイン）
• DAEM の指示と行政管理、SA (スペイン) エンプレサス
• Abinitio Consulting SLU (スペイン)
• UNISONO SOLUTIONS GROUP SL（Intelicaグループが買収）（スペイン）
• Essentiel-outsourcing（スペイン）
• ウォールナーグループ（米国）
• CPMインターナショナル（米国）
• Bukit BPO by BC (フィリピン)
• TDCX（シンガポール）
• WebhelpIBM Corporation (米国)
• コグニザント（米国）
• キャップジェミニ（フランス）
• ジェンパクト（米国）
• ADP社（米国）
• ウィプロリミテッド（インド）

SKU-57475