Table of Contents
EXECUTIVE SUMMARY
Market value
Market value forecast
Category segmentation
Geography segmentation
Introduction
What is this report about?
Who is the target reader?
How to use this report
Definitions
Global BPO Services
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
BPO Services in Asia-Pacific
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
BPO Services in Europe
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
BPO Services in France
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Germany
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Italy
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Japan
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Australia
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Canada
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in China
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in The Netherlands
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Spain
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in The United Kingdom
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in The United States
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
Company Profiles
Leading companies
Appendix
Methodology
About MarketLine

List of Tables
Table 1: Global bpo services market value: $ million, 2012–16
Table 2: Global bpo services market category segmentation: $ million, 2016
Table 3: Global bpo services market geography segmentation: $ million, 2016
Table 4: Global bpo services market value forecast: $ million, 2016–21
Table 5: Asia-Pacific bpo services market value: $ million, 2012–16
Table 6: Asia–Pacific bpo services market category segmentation: $ million, 2016
Table 7: Asia–Pacific bpo services market geography segmentation: $ million, 2016
Table 8: Asia-Pacific bpo services market value forecast: $ million, 2016–21
Table 9: Europe bpo services market value: $ million, 2012–16
Table 10: Europe bpo services market category segmentation: $ million, 2016
Table 11: Europe bpo services market geography segmentation: $ million, 2016
Table 12: Europe bpo services market value forecast: $ million, 2016–21
Table 13: France bpo services market value: $ million, 2012–16
Table 14: France bpo services market category segmentation: $ million, 2016
Table 15: France bpo services market geography segmentation: $ million, 2016
Table 16: France bpo services market value forecast: $ million, 2016–21
Table 17: France size of population (million), 2012–16
Table 18: France gdp (constant 2005 prices, $ billion), 2012–16
Table 19: France gdp (current prices, $ billion), 2012–16
Table 20: France inflation, 2012–16
Table 21: France consumer price index (absolute), 2012–16
Table 22: France exchange rate, 2012–16
Table 23: Germany bpo services market value: $ million, 2012–16
Table 24: Germany bpo services market category segmentation: $ million, 2016
Table 25: Germany bpo services market geography segmentation: $ million, 2016
Table 26: Germany bpo services market value forecast: $ million, 2016–21
Table 27: Germany size of population (million), 2012–16
Table 28: Germany gdp (constant 2005 prices, $ billion), 2012–16
Table 29: Germany gdp (current prices, $ billion), 2012–16
Table 30: Germany inflation, 2012–16
Table 31: Germany consumer price index (absolute), 2012–16
Table 32: Germany exchange rate, 2012–16
Table 33: Italy bpo services market value: $ million, 2012–16
Table 34: Italy bpo services market category segmentation: $ million, 2016
Table 35: Italy bpo services market geography segmentation: $ million, 2016
Table 36: Italy bpo services market value forecast: $ million, 2016–21
Table 37: Italy size of population (million), 2012–16
Table 38: Italy gdp (constant 2005 prices, $ billion), 2012–16
Table 39: Italy gdp (current prices, $ billion), 2012–16
Table 40: Italy inflation, 2012–16
Table 41: Italy consumer price index (absolute), 2012–16
Table 42: Italy exchange rate, 2012–16
Table 43: Japan bpo services market value: $ million, 2012–16
Table 44: Japan bpo services market category segmentation: $ million, 2016
Table 45: Japan bpo services market geography segmentation: $ million, 2016
Table 46: Japan bpo services market value forecast: $ million, 2016–21
Table 47: Japan size of population (million), 2012–16
Table 48: Japan gdp (constant 2005 prices, $ billion), 2012–16
Table 49: Japan gdp (current prices, $ billion), 2012–16
Table 50: Japan inflation, 2012–16
Table 51: Japan consumer price index (absolute), 2012–16
Table 52: Japan exchange rate, 2012–16
Table 53: Australia bpo services market value: $ million, 2012–16
Table 54: Australia bpo services market category segmentation: $ million, 2016
Table 55: Australia bpo services market geography segmentation: $ million, 2016
Table 56: Australia bpo services market value forecast: $ million, 2016–21
Table 57: Australia size of population (million), 2012–16
Table 58: Australia gdp (constant 2005 prices, $ billion), 2012–16
Table 59: Australia gdp (current prices, $ billion), 2012–16
Table 60: Australia inflation, 2012–16
Table 61: Australia consumer price index (absolute), 2012–16
Table 62: Australia exchange rate, 2012–16
Table 63: Canada bpo services market value: $ million, 2012–16
Table 64: Canada bpo services market category segmentation: $ million, 2016
Table 65: Canada bpo services market geography segmentation: $ million, 2016
Table 66: Canada bpo services market value forecast: $ million, 2016–21
Table 67: Canada size of population (million), 2012–16
Table 68: Canada gdp (constant 2005 prices, $ billion), 2012–16
Table 69: Canada gdp (current prices, $ billion), 2012–16
Table 70: Canada inflation, 2012–16
Table 71: Canada consumer price index (absolute), 2012–16
Table 72: Canada exchange rate, 2012–16
Table 73: China bpo services market value: $ million, 2012–16
Table 74: China bpo services market category segmentation: $ million, 2016
Table 75: China bpo services market geography segmentation: $ million, 2016
Table 76: China bpo services market value forecast: $ million, 2016–21
Table 77: China size of population (million), 2012–16
Table 78: China gdp (constant 2005 prices, $ billion), 2012–16
Table 79: China gdp (current prices, $ billion), 2012–16
Table 80: China inflation, 2012–16
Table 81: China consumer price index (absolute), 2012–16
Table 82: China exchange rate, 2012–16
Table 83: Netherlands bpo services market value: $ million, 2012–16
Table 84: Netherlands bpo services market category segmentation: $ million, 2016
Table 85: Netherlands bpo services market geography segmentation: $ million, 2016
Table 86: Netherlands bpo services market value forecast: $ million, 2016–21
Table 87: Netherlands size of population (million), 2012–16
Table 88: Netherlands gdp (constant 2005 prices, $ billion), 2012–16
Table 89: Netherlands gdp (current prices, $ billion), 2012–16
Table 90: Netherlands inflation, 2012–16
Table 91: Netherlands consumer price index (absolute), 2012–16
Table 92: Netherlands exchange rate, 2012–16
Table 93: Spain bpo services market value: $ million, 2012–16
Table 94: Spain bpo services market category segmentation: $ million, 2016
Table 95: Spain bpo services market geography segmentation: $ million, 2016
Table 96: Spain bpo services market value forecast: $ million, 2016–21
Table 97: Spain size of population (million), 2012–16
Table 98: Spain gdp (constant 2005 prices, $ billion), 2012–16
Table 99: Spain gdp (current prices, $ billion), 2012–16
Table 100: Spain inflation, 2012–16
Table 101: Spain consumer price index (absolute), 2012–16
Table 102: Spain exchange rate, 2012–16
Table 103: United Kingdom bpo services market value: $ million, 2012–16
Table 104: United Kingdom bpo services market category segmentation: $ million, 2016
Table 105: United Kingdom bpo services market geography segmentation: $ million, 2016
Table 106: United Kingdom bpo services market value forecast: $ million, 2016–21
Table 107: United Kingdom size of population (million), 2012–16
Table 108: United Kingdom gdp (constant 2005 prices, $ billion), 2012–16
Table 109: United Kingdom gdp (current prices, $ billion), 2012–16
Table 110: United Kingdom inflation, 2012–16
Table 111: United Kingdom consumer price index (absolute), 2012–16
Table 112: United Kingdom exchange rate, 2012–16
Table 113: United States bpo services market value: $ million, 2012–16
Table 114: United States bpo services market category segmentation: $ million, 2016
Table 115: United States bpo services market geography segmentation: $ million, 2016
Table 116: United States bpo services market value forecast: $ million, 2016–21
Table 117: United States size of population (million), 2012–16
Table 118: United States gdp (constant 2005 prices, $ billion), 2012–16
Table 119: United States gdp (current prices, $ billion), 2012–16
Table 120: United States inflation, 2012–16
Table 121: United States consumer price index (absolute), 2012–16
Table 122: United States exchange rate, 2012–15
Table 123: Accenture Plc: key facts
Table 124: Accenture Plc: key financials ($)
Table 125: Accenture Plc: key financial ratios
Table 126: CGI Group: key facts
Table 127: CGI Group: key financials ($)
Table 128: CGI Group: key financials (C$)
Table 129: CGI Group: key financial ratios
Table 130: SYNNEX Corporation: key facts
Table 131: SYNNEX Corporation: key financials ($)
Table 132: SYNNEX Corporation: key financial ratios
Table 133: Telus International: key facts
Table 134: Cap Gemini S.A.: key facts
Table 135: Cap Gemini S.A.: key financials ($)
Table 136: Cap Gemini S.A.: key financials (€)
Table 137: Cap Gemini S.A.: key financial ratios
Table 138: HCL Technologies Limited: key facts
Table 139: HCL Technologies Limited: key financials ($)
Table 140: HCL Technologies Limited: key financial ratios
Table 141: Infosys Limited: key facts
Table 142: Infosys Limited: key financials ($)
Table 143: Infosys Limited: key financials (Rs.)
Table 144: Infosys Limited: key financial ratios
Table 145: ISS A/S: key facts
Table 146: ISS A/S: key financials ($)
Table 147: ISS A/S: key financials (DKK)
Table 148: ISS A/S: key financial ratios
Table 149: Teleperformance SE: key facts
Table 150: Teleperformance SE: key financials ($)
Table 151: Teleperformance SE: key financials (€)
Table 152: Teleperformance SE: key financial ratios
Table 153: Bertelsmann SE & Co. KGaA: key facts
Table 154: Bertelsmann SE & Co. KGaA: key financials ($)
Table 155: Bertelsmann SE & Co. KGaA: key financials (€)
Table 156: Bertelsmann SE & Co. KGaA: key financial ratios
Table 157: TMF Group Holding B.V.: key facts
Table 158: NCR Corporation: key facts
Table 159: NCR Corporation: key financials ($)
Table 160: NCR Corporation: key financial ratios
Table 161: Temp Holdings CO., Ltd: key facts
Table 162: Temp Holdings CO., Ltd: key financials ($)
Table 163: Temp Holdings CO., Ltd: key financials (¥)
Table 164: Temp Holdings CO., Ltd: key financial ratios
Table 165: Atento S.A.: key facts
Table 166: Capita plc: key facts
Table 167: Capita plc: key financials ($)
Table 168: Capita plc: key financials (£)
Table 169: Capita plc: key financial ratios
Table 170: CBRE Group, Inc.: key facts
Table 171: CBRE Group, Inc.: key financials ($)
Table 172: CBRE Group, Inc.: key financial ratios

List of Figures
Figure 1: Global bpo services market value: $ million, 2012–16
Figure 2: Global bpo services market category segmentation: % share, by value, 2016
Figure 3: Global bpo services market geography segmentation: % share, by value, 2016
Figure 4: Global bpo services market value forecast: $ million, 2016–21
Figure 5: Forces driving competition in the global bpo services market, 2016
Figure 6: Drivers of buyer power in the global bpo services market, 2016
Figure 7: Drivers of supplier power in the global bpo services market, 2016
Figure 8: Factors influencing the likelihood of new entrants in the global bpo services market, 2016
Figure 9: Factors influencing the threat of substitutes in the global bpo services market, 2016
Figure 10: Drivers of degree of rivalry in the global bpo services market, 2016
Figure 11: Asia-Pacific bpo services market value: $ million, 2012–16
Figure 12: Asia–Pacific bpo services market category segmentation: % share, by value, 2016
Figure 13: Asia–Pacific bpo services market geography segmentation: % share, by value, 2016
Figure 14: Asia-Pacific bpo services market value forecast: $ million, 2016–21
Figure 15: Forces driving competition in the bpo services market in Asia-Pacific, 2016
Figure 16: Drivers of buyer power in the bpo services market in Asia-Pacific, 2016
Figure 17: Drivers of supplier power in the bpo services market in Asia-Pacific, 2016
Figure 18: Factors influencing the likelihood of new entrants in the bpo services market in Asia-Pacific, 2016
Figure 19: Factors influencing the threat of substitutes in the bpo services market in Asia-Pacific, 2016
Figure 20: Drivers of degree of rivalry in the bpo services market in Asia-Pacific, 2016
Figure 21: Europe bpo services market value: $ million, 2012–16
Figure 22: Europe bpo services market category segmentation: % share, by value, 2016
Figure 23: Europe bpo services market geography segmentation: % share, by value, 2016
Figure 24: Europe bpo services market value forecast: $ million, 2016–21
Figure 25: Forces driving competition in the bpo services market in Europe, 2016
Figure 26: Drivers of buyer power in the bpo services market in Europe, 2016
Figure 27: Drivers of supplier power in the bpo services market in Europe, 2016
Figure 28: Factors influencing the likelihood of new entrants in the bpo services market in Europe, 2016
Figure 29: Factors influencing the threat of substitutes in the bpo services market in Europe, 2016
Figure 30: Drivers of degree of rivalry in the bpo services market in Europe, 2016
Figure 31: France bpo services market value: $ million, 2012–16
Figure 32: France bpo services market category segmentation: % share, by value, 2016
Figure 33: France bpo services market geography segmentation: % share, by value, 2016
Figure 34: France bpo services market value forecast: $ million, 2016–21
Figure 35: Forces driving competition in the bpo services market in France, 2016
Figure 36: Drivers of buyer power in the bpo services market in France, 2016
Figure 37: Drivers of supplier power in the bpo services market in France, 2016
Figure 38: Factors influencing the likelihood of new entrants in the bpo services market in France, 2016
Figure 39: Factors influencing the threat of substitutes in the bpo services market in France, 2016
Figure 40: Drivers of degree of rivalry in the bpo services market in France, 2016
Figure 41: Germany bpo services market value: $ million, 2012–16
Figure 42: Germany bpo services market category segmentation: % share, by value, 2016
Figure 43: Germany bpo services market geography segmentation: % share, by value, 2016
Figure 44: Germany bpo services market value forecast: $ million, 2016–21
Figure 45: Forces driving competition in the bpo services market in Germany, 2016
Figure 46: Drivers of buyer power in the bpo services market in Germany, 2016
Figure 47: Drivers of supplier power in the bpo services market in Germany, 2016
Figure 48: Factors influencing the likelihood of new entrants in the bpo services market in Germany, 2016
Figure 49: Factors influencing the threat of substitutes in the bpo services market in Germany, 2016
Figure 50: Drivers of degree of rivalry in the bpo services market in Germany, 2016
Figure 51: Italy bpo services market value: $ million, 2012–16
Figure 52: Italy bpo services market category segmentation: % share, by value, 2016
Figure 53: Italy bpo services market geography segmentation: % share, by value, 2016
Figure 54: Italy bpo services market value forecast: $ million, 2016–21
Figure 55: Forces driving competition in the bpo services market in Italy, 2016
Figure 56: Drivers of buyer power in the bpo services market in Italy, 2016
Figure 57: Drivers of supplier power in the bpo services market in Italy, 2016
Figure 58: Factors influencing the likelihood of new entrants in the bpo services market in Italy, 2016
Figure 59: Factors influencing the threat of substitutes in the bpo services market in Italy, 2016
Figure 60: Drivers of degree of rivalry in the bpo services market in Italy, 2016
Figure 61: Japan bpo services market value: $ million, 2012–16
Figure 62: Japan bpo services market category segmentation: % share, by value, 2016
Figure 63: Japan bpo services market geography segmentation: % share, by value, 2016
Figure 64: Japan bpo services market value forecast: $ million, 2016–21
Figure 65: Forces driving competition in the bpo services market in Japan, 2016
Figure 66: Drivers of buyer power in the bpo services market in Japan, 2016
Figure 67: Drivers of supplier power in the bpo services market in Japan, 2016
Figure 68: Factors influencing the likelihood of new entrants in the bpo services market in Japan, 2016
Figure 69: Factors influencing the threat of substitutes in the bpo services market in Japan, 2016
Figure 70: Drivers of degree of rivalry in the bpo services market in Japan, 2016
Figure 71: Australia bpo services market value: $ million, 2012–16
Figure 72: Australia bpo services market category segmentation: % share, by value, 2016
Figure 73: Australia bpo services market geography segmentation: % share, by value, 2016
Figure 74: Australia bpo services market value forecast: $ million, 2016–21
Figure 75: Forces driving competition in the bpo services market in Australia, 2016
Figure 76: Drivers of buyer power in the bpo services market in Australia, 2016
Figure 77: Drivers of supplier power in the bpo services market in Australia, 2016
Figure 78: Factors influencing the likelihood of new entrants in the bpo services market in Australia, 2016
Figure 79: Factors influencing the threat of substitutes in the bpo services market in Australia, 2016
Figure 80: Drivers of degree of rivalry in the bpo services market in Australia, 2016
Figure 81: Canada bpo services market value: $ million, 2012–16
Figure 82: Canada bpo services market category segmentation: % share, by value, 2016
Figure 83: Canada bpo services market geography segmentation: % share, by value, 2016
Figure 84: Canada bpo services market value forecast: $ million, 2016–21
Figure 85: Forces driving competition in the bpo services market in Canada, 2016
Figure 86: Drivers of buyer power in the bpo services market in Canada, 2016
Figure 87: Drivers of supplier power in the bpo services market in Canada, 2016
Figure 88: Factors influencing the likelihood of new entrants in the bpo services market in Canada, 2016
Figure 89: Factors influencing the threat of substitutes in the bpo services market in Canada, 2016
Figure 90: Drivers of degree of rivalry in the bpo services market in Canada, 2016
Figure 91: China bpo services market value: $ million, 2012–16
Figure 92: China bpo services market category segmentation: % share, by value, 2016
Figure 93: China bpo services market geography segmentation: % share, by value, 2016
Figure 94: China bpo services market value forecast: $ million, 2016–21
Figure 95: Forces driving competition in the bpo services market in China, 2016
Figure 96: Drivers of buyer power in the bpo services market in China, 2016
Figure 97: Drivers of supplier power in the bpo services market in China, 2016
Figure 98: Factors influencing the likelihood of new entrants in the bpo services market in China, 2016
Figure 99: Factors influencing the threat of substitutes in the bpo services market in China, 2016
Figure 100: Drivers of degree of rivalry in the bpo services market in China, 2016
Figure 101: Netherlands bpo services market value: $ million, 2012–16
Figure 102: Netherlands bpo services market category segmentation: % share, by value, 2016
Figure 103: Netherlands bpo services market geography segmentation: % share, by value, 2016
Figure 104: Netherlands bpo services market value forecast: $ million, 2016–21
Figure 105: Forces driving competition in the bpo services market in the Netherlands, 2016
Figure 106: Drivers of buyer power in the bpo services market in the Netherlands, 2016
Figure 107: Drivers of supplier power in the bpo services market in the Netherlands, 2016
Figure 108: Factors influencing the likelihood of new entrants in the bpo services market in the Netherlands, 2016
Figure 109: Factors influencing the threat of substitutes in the bpo services market in the Netherlands, 2016
Figure 110: Drivers of degree of rivalry in the bpo services market in the Netherlands, 2016
Figure 111: Spain bpo services market value: $ million, 2012–16
Figure 112: Spain bpo services market category segmentation: % share, by value, 2016
Figure 113: Spain bpo services market geography segmentation: % share, by value, 2016
Figure 114: Spain bpo services market value forecast: $ million, 2016–21
Figure 115: Forces driving competition in the bpo services market in Spain, 2016
Figure 116: Drivers of buyer power in the bpo services market in Spain, 2016
Figure 117: Drivers of supplier power in the bpo services market in Spain, 2016
Figure 118: Factors influencing the likelihood of new entrants in the bpo services market in Spain, 2016
Figure 119: Factors influencing the threat of substitutes in the bpo services market in Spain, 2016
Figure 120: Drivers of degree of rivalry in the bpo services market in Spain, 2016
Figure 121: United Kingdom bpo services market value: $ million, 2012–16
Figure 122: United Kingdom bpo services market category segmentation: % share, by value, 2016
Figure 123: United Kingdom bpo services market geography segmentation: % share, by value, 2016
Figure 124: United Kingdom bpo services market value forecast: $ million, 2016–21
Figure 125: Forces driving competition in the bpo services market in the United Kingdom, 2016
Figure 126: Drivers of buyer power in the bpo services market in the United Kingdom, 2016
Figure 127: Drivers of supplier power in the bpo services market in the United Kingdom, 2016
Figure 128: Factors influencing the likelihood of new entrants in the bpo services market in the United Kingdom, 2016
Figure 129: Factors influencing the threat of substitutes in the bpo services market in the United Kingdom, 2016
Figure 130: Drivers of degree of rivalry in the bpo services market in the United Kingdom, 2016
Figure 131: United States bpo services market value: $ million, 2012–16
Figure 132: United States bpo services market category segmentation: % share, by value, 2016
Figure 133: United States bpo services market geography segmentation: % share, by value, 2016
Figure 134: United States bpo services market value forecast: $ million, 2016–21
Figure 135: Forces driving competition in the bpo services market in the United States, 2016
Figure 136: Drivers of buyer power in the bpo services market in the United States, 2016
Figure 137: Drivers of supplier power in the bpo services market in the United States, 2016
Figure 138: Factors influencing the likelihood of new entrants in the bpo services market in the United States, 2016
Figure 139: Factors influencing the threat of substitutes in the bpo services market in the United States, 2016
Figure 140: Drivers of degree of rivalry in the bpo services market in the United States, 2016
Figure 141: Accenture Plc: revenues & profitability
Figure 142: Accenture Plc: assets & liabilities
Figure 143: CGI Group: revenues & profitability
Figure 144: CGI Group: assets & liabilities
Figure 145: SYNNEX Corporation: revenues & profitability
Figure 146: SYNNEX Corporation: assets & liabilities
Figure 147: Cap Gemini S.A.: revenues & profitability
Figure 148: Cap Gemini S.A.: assets & liabilities
Figure 149: HCL Technologies Limited: revenues & profitability
Figure 150: HCL Technologies Limited: assets & liabilities
Figure 151: Infosys Limited: revenues & profitability
Figure 152: Infosys Limited: assets & liabilities
Figure 153: ISS A/S: revenues & profitability
Figure 154: ISS A/S: assets & liabilities
Figure 155: Teleperformance SE: revenues & profitability
Figure 156: Teleperformance SE: assets & liabilities
Figure 157: Bertelsmann SE & Co. KGaA: revenues & profitability
Figure 158: Bertelsmann SE & Co. KGaA: assets & liabilities
Figure 159: NCR Corporation: revenues & profitability
Figure 160: NCR Corporation: assets & liabilities
Figure 161: Temp Holdings CO., Ltd: revenues & profitability
Figure 162: Temp Holdings CO., Ltd: assets & liabilities
Figure 163: Capita plc: revenues & profitability
Figure 164: Capita plc: assets & liabilities
Figure 165: CBRE Group, Inc.: revenues & profitability
Figure 166: CBRE Group, Inc.: assets & liabilities