Business Process Outsourcing (BPO) Market Analysis

Service Type (Finance & Accounting, Human Resources, KPO, Procurement & Supply Chain, Customer Services, Sales & Marketing, Logistics, Training & Development, Others)

Through 2036, customer services segment in the business process outsourcing market is expected to register growth of over 5%. The main aim of customer service is to satisfy the customer's needs and maintain their loyalty. Moreover, growth in a number of people using digital channels such as social media is also foreseen to influence the segment growth. Between April 2022 and April 2023, there were approximately 149 million new social media users. Hence, this has influenced the scope of customer services.

Moreover, the finance & accounting segment is also projected to have notable growth by 2036. Clients employ F&A outsourcing services to help them save money, simplify processes, and satisfy regulatory requirements. Complex procedures in the finance and accounting sector, which include external reporting, budgeting, accounting, organizing, and projections, continue to be outsourced as these operations become more standardized.

End-User (BFSI, Healthcare, Manufacturing, IT & Telecommunications, Retail, Government & Defense)

IT & telecommunications segment is projected to account for around 30% business process outsourcing market share by 2036. The major element to dominates the segment expansion is the rising demand for connectivity. Data released by the International Telecommunication Union (ITU) in 2021 reveal a significant rise in Internet utilization, with the anticipated number of individuals who used the Internet rising to 4.9 billion in 2021, in contrast to over 4.1 billion in 2019.

On account of this factor, the IT & telecommunications industry is expanding further driving the growth of the business process outsourcing market. This is because they notably outsource call center services along with billing operators to connect with the customers regarding new offers and updates regarding services.

Enterprise Size (Large Enterprise, SMEs)

 The large enterprise segment is evaluated to grow at a significant pace between the year 2024-2036. Large organizations frequently operate complex, diverse operations across multiple regions, requesting a wide range of assistance to preserve efficiency and competitiveness. Due to their huge scale, even minor efficiencies obtained through outsourcing may result in substantial savings in costs and operational advantages.

Additionally, major organizations frequently possess adequate funds to invest in outsourcing to enhance and concentrate on core skills, promote innovation, and achieve scalability. This renders BPO services especially appealing to multinational corporations looking to increase their global competitiveness.

Our in-depth analysis of the business process outsourcing market includes the following segments: