BUSINESS PROCESS OUTSOURCING (BPO) - A GLOBAL STRATEGIC BUSINESS REPORT   

Research Abstract

This report analyzes the worldwide markets for Business Process Outsourcing (BPO) in US$ Million by the following Horizontal segments: Finance & Accounting, Customer Services, HR, KPO, and Procurement. The market is also analyzed by the following End-Use Verticals: Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others. The report provides separate comprehensive analytics for the US, Canada, Japan Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2013 through 2020. Also, a seven-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 249 companies including many key and niche players such as -

Accenture Plc(br> Aon Hewitt
Capgemini
Capita Plc
Ceridian Corporation


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Code : MCP-1533
Price : $4950
Companies : 249
Pages : 610
Date : May 2014
Market Data Tables : 165
Status: * New Report

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 TABLE OF CONTENTS


 
   Study Reliability and Reporting Limitations.....I-1  
   Disclaimers.....I-2
Data Interpretation & Reporting Level.....I-2
  
   Product Definitions and Scope of Study.....I-3  
   A Prelude.....II-1
High Potential for ‘Business Transforming’ BPO Services.....II-1
1$100
   BPO: Market Characteristics, Growth Drivers and Determinants.....II-2
Recession Slows Down Growth in the Outsourcing Industry.....II-2
1$100
   Post Recession Prospects.....II-32$200
   Current and Future Analysis.....II-5
Debt Crisis Reinforces Focus on Outsourcing.....II-5
1$100
   Emerging Markets Spur Growth.....II-61$100
   Growth Opportunities in Service Segments.....II-7
BPO Adoption in End-User Markets.....II-7
1$100
   Sourcing Strategy/Model: Means to Achieve Business Process.....II-8
Sole Sourcing – A Model for Increasing Operational Efficiency.....II-8
One-Stop-Shop for Comprehensive HR Outsourcing.....II-8
1$100
   Multi-Source Approach: Gains Strength.....II-9
Benefits of Multi-Sourcing Approach.....II-9
Challenges Facing Multi-Sourcing Strategy.....II-9
1$100
   Offshore BPO: Driving Cost-Effectiveness.....II-10
Offshore Outsourcing of Call Centers.....II-10
1$100
   Protectionism – Implications for Offshore BPOs.....II-11
A Brief Sketch of Major Outsourcing Destinations.....II-11
1$100
   India.....II-12
Philippines.....II-12
China.....II-12
1$100
   Malaysia.....II-13
Czech Republic.....II-13
Singapore.....II-13
Brazil.....II-13
Canada.....II-13
1$100
   Poland.....II-14
Egypt.....II-14
Mexico.....II-14
1$100
   Major Trends – In a Nutshell.....II-151$100
   Alternate Offshore Locations Challenge Dominance of Traditional Centers.....II-16
Nearshoring Finds Favor among Businesses.....II-16
1$100
   Latin America Emerges as a Global Delivery Location.....II-17
Continental Europe Opens Up to BPO.....II-17
New Business Areas Make Gains.....II-17
Industry-Specific BPO Services Continue to Gain Strength.....II-17
1$100
   Supply Management Outsourcing Market on an Upswing.....II-18
Rise of Bundled IT & BPO Deals.....II-18
BPO: Heading towards Commoditization?.....II-18
1$100
   Contract Pricing: A Sticking Point.....II-19
Vendors Endeavor to Address the Unique Needs of SME & Mid-Market Sectors.....II-19
Advanced Technologies Come to the Aid of BPO Providers.....II-19
1$100
   Robotic Automation Makes In Roads in BPO Industry.....II-20
Social Networking Trend Transforms Business Strategies.....II-20
Growing Popularity of Cloud Computing.....II-20
1$100
   BPO Providers Warm up to Green Computing.....II-21
Analytic Outsourcing to Register Strong Growth and Face Poaching of Talent.....II-21
Growing Significance of Value Addition.....II-21
Platform BPO – A Key Driving Factor.....II-21
1$100
   Merchants Opt for Outsourcing to Protect Credit Card Data.....II-22
Growing Proportion of Non-Linear Revenues.....II-22
Demand for BPOs that Bring About Transformational Change.....II-22
The Importance of Impact Sourcing.....II-22
1$100
   Challenges for Impact Sourcing.....II-231$100
   Finance and Accounting BPO (FAO).....II-24
Customer Services BPO.....II-24
1$100
   Human Resources BPO (HRO).....II-251$100
   Recruitment Process Outsourcing (RPO).....II-26
HR Outsourcing Types.....II-26
Procurement BPO.....II-26
1$100
   Knowledge Process Outsourcing (KPO).....II-271$100
   BPO Vs KPO.....II-281$100
   FAO Vendor Landscape.....II-29
Table 1: Leading Players in the Global F&A BPO Market (2013): Percentage Breakdown of Revenues for Accenture, Capgemini, Genpact, IBM and Others (includes corresponding Graph/Chart).....II-29
1$350
   A Prelude.....II-30
Opportunities from Growing Web-Based Interactions.....II-30
1$100
   Asia-Pacific: A Favored Destination for Contact Centers.....II-31
Contact Center Outsourcing Services Makes Inroads into New Verticals.....II-31
Service Providers Adopt New Strategies.....II-31
1$100
   A High-Profile Segment.....II-32
Future Growth Opportunities.....II-32
Snapshots.....II-32
1$100
   HR Activity in the Recent Past: A Review.....II-33
RPO: Opportunities for Growth.....II-33
Multi-Process HRO Market: An Overview.....II-33
1$100
   Competitive Landscape.....II-34
Table 2: Leading Players in Global HR BPO Market (2012): Percentage Breakdown of Revenues for ADP, Alon Hewitt, Fidelity Work-Place Investment, Paychex, Xerox/ACS and Others (includes corresponding Graph/Chart).....II-34
1$350
   Noteworthy Trends & Issues.....II-35
Cost Reduction: Finding Favor Again in Difficult Times.....II-35
Recession Ups Adoption of Single Process Deals.....II-35
Companies to Continue Feeling the Heat of Recession.....II-35
Contract Renewals – On the Rise.....II-35
1$100
   Buyers to Adopt a Tighter Focus.....II-36
Shrinking Deal Sizes – A Recent Past Review.....II-36
Emergence of Mid-Market.....II-36
Demand for Newer & Innovative Platforms.....II-36
1$100
   Trend towards Process Convergence.....II-37
Transformation to Services TCO.....II-37
‘Transformational-Transfer’ & ‘Component Based’ Models Find Acceptance.....II-37
Focus on Short-term Deals.....II-37
Fewer Processes in Multi-process HRO Deals.....II-37
1$100
   Best-of-the-Breed Concept Gains Strength.....II-38
Multi-Country Presence of Vendors.....II-38
Asia-Pacific: Center of Attraction.....II-38
Talent Acquisition, Effective Alignment of Skills & Processes.....II-38
Talent Retention: An Equally Important Task.....II-38
Rising Significance of Analytics.....II-38
1$100
   HR Portal: The Latest Trend.....II-39
Migration to the Cloud.....II-39
Self-Service: An Option for Mobile Workforce.....II-39
1$100
   Knowledge-Intensive Companies Foster Demand for KPO Services.....II-40
KPO Industry Fights the Recession.....II-40
India: The Leader in KPO Marketplace.....II-40
1$100
   BPO Providers Look to Extend Presence into KPO Sector.....II-41
Shift towards Value Creation – The Only Way Out.....II-41
Supplier Glut Imminent.....II-41
1$100
   KPO Companies Focus on Productivity.....II-42
Future Looks Bright for Analytics Outsourcing Market.....II-42
1$100
   Introduction.....II-431$100
   Robust Growth Ahead for Procurement BPO.....II-44
Key Demand Generators.....II-44
Major Factors Driving Companies to Seek Procurement Outsourcing.....II-44
Multi-Process Procurement BPO: An Overview.....II-44
1$100
   Growing Significance of Procurement Function.....II-45
Future Opportunities: An Increasingly Strategic Role for PO.....II-45
1$100
   Clients Look for New Business Models.....II-46
Relevance of Procurement Outsourcing for Large Businesses.....II-46
Challenges Confronting PO Vendors.....II-46
1$100
   Leading Players.....II-47
Competition Heats Up in Procurement BPO Market.....II-47
1$100
   Procurian’s Growing Presence in Direct Material Procurement - A Big Plus for
  Accenture.....II-48
Procurian Acquisition Trumps Competitors.....II-48
Logistics BPO.....II-48
1$100
   BPO Industry: Competitive Scenario.....II-49
Consolidation Activity Intensifies.....II-49
Leading Players.....II-49
1$100
   Introduction.....II-50
Vertical Vs Horizontal BPO.....II-50
Vertical BPO.....II-50
1$100
   Horizontal BPO.....II-51
Onsite, Offsite and Offshore BPO Models.....II-51
1$100
   Onsite Business Process Outsourcing.....II-52
Offsite Business Process Outsourcing.....II-52
Offshore Business Process Outsourcing.....II-52
1$100
   BPO Business Models.....II-53
Salient features of the 3 models.....II-53
1$100
   Types of BPO Structures.....II-541$100
   Common Services Offered by BPO Providers.....II-55
Customer Support Services.....II-55
Technical Support Services.....II-55
Employee IT Help-desk Services.....II-55
1$100
   Telemarketing Services.....II-56
Insurance Processing.....II-56
Data Conversion Services.....II-56
Data Entry Services.....II-56
Planning for BPO.....II-56
Why Outsource to Third World Countries?.....II-56
1$100
   The BPO Advantage.....II-57
How is BPO Different from ASP?.....II-57
Platform BPO.....II-57
1$100
   Platform BPO Vs Traditional BPO.....II-58
Advantages of Platform BPO.....II-58
1$100
   Challenges Facing¬ Platform BPO.....II-591$100
   Manufacturing Sector.....II-60
Telecommunications Industry.....II-60
1$100
   Retail Sector.....II-61
Banking, Insurance & Finance Services.....II-61
1$100
   Bookkeeping.....II-62
Budgeting.....II-62
Credit Card Processing.....II-62
Financial Reporting.....II-62
1$100
   Financial Statements.....II-63
General Ledger Maintenance.....II-63
Bank Reconciliation Statement.....II-63
Financial Analysis.....II-63
Preparation of Tax Returns.....II-63
1$100
   Mortgage Processing Services.....II-641$100
   MPO Market: Recession & Beyond.....II-65
Banking Sector.....II-65
Business Case for Outsourcing in Banking Sector.....II-65
1$100
   Insurance.....II-66
A Prelude.....II-66
1$100
   Industry on the Recovery Mode.....II-671$100
   Travel & Transportation Industry.....II-68
Travel Services.....II-68
1$100
   Airline Industry.....II-69
Logistics and Transportation.....II-69
1$100
   Government BPO.....II-70
Construction.....II-70
1$100
   Convergys Acquires Stream.....II-71
SYNNEX Acquires Customer Care Services Business of IBM.....II-71
ISS Enters into a Partnership with CGI.....II-71
Triangle Services Takes Over Content Critical Solutions.....II-71
ELBRUS CAPITAL Acquired INTERCOMP.....II-71
Harland Clarke Holdings Divests BPO Subsidiary, Faneuil, Inc., to ALJ Regional
  Holdings.....II-71
Ephesoft Announces Sale of Enterprise Class System to Mediatica.....II-71
FUJIFILM Holdings Acquires BPO Division of Salmat Limited.....II-71
1$100
   Accenture Acquires PROCURIAN.....II-72
Cognizant Voiced Intentions to Acquire ValueSource.....II-72
Stream Acquires N2SP.....II-72
transcosmos Takes Over Data Entry Business from NBI.....II-72
Kewill Group Takes Over FOUR SOFT.....II-72
iD Commerce + Logistics Acquires In A Bind Assembly and Fullfillment.....II-72
Enhanced Recovery Acquires TMone.....II-72
Harland Clarke Holdings Inks Agreement with Davis + Henderson.....II-72
PLDT Announces the Sale of BPO UNIT TO CVC.....II-72
National Flood Services to Take Over CSC's Flood Insurance BPO Unit.....II-72
1$100
   Ayala Corp Takes Over LBM Holdings.....II-73
Aurelius Group Acquires TDS HR SERVICES & SOLUTIONS.....II-73
Gores Group Takes Over Davis + Henderson Outsourcing Business.....II-73
Qualfon Takes Over Data Control Group (DCG).....II-73
Capita Acquires iQor UK.....II-73
Swiss Post Takes Over Scalaris.....II-73
Teleperformance Takes Over TLS Contact.....II-73
INFOSYS BPO Opens New Delivery Center in Netherlands.....II-73
TranSigma Joins Hands with Miratech.....II-73
1$100
   Brandix and Accenture Collaborate to Provide BPO Services.....II-74
Astellas and Accenture Ink Agreement.....II-74
Genpact Voiced Intentions to Expand Operations into Brazil.....II-74
Accenture and Janalakshmi Financial Services Enter into a Partnership.....II-74
Capital One Financial Corporation Opens BPO facility in Philippines.....II-74
IBM Sets up BPO Facility in Laguna.....II-74
Cityland Development Corp. Launched BPO hub, CityNet 1 in Philippines.....II-74
Convergys Opens BPO Center in Mindanao.....II-74
SUTHERLAND GLOBAL Unveils BPO Centre in Tiruchi.....II-74
1$100
   Jetking Infotrain Intends to Unveil a BPO Firm.....II-75
Aegis Intends to Expand Operations in Asia.....II-75
Marriot International, Inc. And Accenture Announce Plans for Strategic
  Collaboration.....II-75
AVALOQ Unveils a BPO Center in Singapore.....II-75
ING Unveils BPO facility in Manila.....II-75
Ferro Selects Capgemini.....II-75
Accenture Bags Deal from SSAB.....II-75
GENPACT Expands Footprint in Netherlands.....II-75
Logistics Executive Group of Australia and Milestone Consulting Group Establish Joint
  Venture.....II-75
1$100
   Major Global BPO Firms Ink Cooperation Agreement to Establish Call Center.....II-76
FPT Software and Agrex Join Hands to Setup a BPO.....II-76
Infosys Forays into Latin America.....II-76
Serco Global Services Launches BPO Centre in South Africa.....II-76
Hinduja Global Solutions Launches Delivery Centre in Hyderabad.....II-76
Accenture to Provide Accounts Payable Invoice Processing Services to Westinghouse
  Electric Company.....II-76
Itau BBA Selects Broadridge Financial Solutions’s BPO Operations Solution.....II-76
Paxys and Simpro Solutions Enter into a Joint Venture.....II-76
1$100
   Aegis BPO Starts Durban Operations.....II-77
Sundaram BPO Ventures into UK Market.....II-77
Capgemini Expands BPO Footprint in India.....II-77
IBM Sets Up BPO Facility to Expand into Philippines.....II-77
Serco Launches New Facility.....II-77
Accenture Expands to Add New Facilities in Philippines.....II-77
Rural Shores Sets up RURAL BPO in India.....II-77
PAREXEL International Takes Over Liquent.....II-77
Serco Acquires Majority Stake in the BPO Arm of Mena Business Services.....II-77
1$100
   PLDT Divests Majority Stake of Outsourcing Subsidiary Pangilinan.....II-78
CSC Divests Consulting and Systems Integration Services Segment.....II-78
CESC Acquires Firstsource Solutions.....II-78
NIIT Technologies Takes Over Sabre Philippines Development Center.....II-78
Infosys BPO Takes Over Marsh & McLennan’s Outsourcing Division.....II-78
ADITYA BIRLA NUVO Voiced Intentions to Sell Majority Stake in BPO Arm.....II-78
WNS Takes Over Fusion Outsourcing Services.....II-78
Innovation Group Takes Over Value Partners.....II-78
Serco Group Acquires Vertex Public Sector.....II-78
SuccessEHS Acquires Outsourcing/ Consulting Firm.....II-78
1$100
   NTT Closes Deal to Take Over a Controlling Stake in Diversified Technology Solutions
  International (DTSI) Group.....II-79
GameCorp Acquires OC Communications Group.....II-79
Datacom Takes Over Enterprise Support Asia-Pacific.....II-79
NCO Group Completes Merger with APAC Customer Services.....II-79
Paxys Divests Australian Subsidiary.....II-79
Sistema Shyam Signs Agreement With IKF Technologies.....II-79
Big Horn Energy Services Chooses AcctTwo as BPO Partner.....II-79
Capgemini Provides BPO Services to Agrana.....II-79
1$100
   Vestmark Unveils BPO Services.....II-80
Optum Announces New Business Process Outsourcing Services for Payers.....II-80
Stream Global Services Introduces BPO Service, Stream Enterprise, in Europe.....II-80
DealNet's BPO Division Rolls Out Contact Center Services.....II-80
HP Rolls Out BPO Analytics Services.....II-80
Cemex and IBM Voice Intentions to Provide IT Services.....II-80
Dell Increases BPO Services Offerings.....II-80
1$100
   Accenture Plc (Ireland).....II-81
Aon Hewitt (USA).....II-81
1$100
   Automatic Data Processing, Inc. (USA).....II-82
Capgemini (France).....II-82
1$100
   Capita Plc (UK).....II-83
Ceridian Corporation (USA).....II-83
CGI Group, Inc. (Canada).....II-83
1$100
   Cognizant Technology Solutions Corporation (USA).....II-84
Computer Sciences Corporation (USA).....II-84
1$100
   Dell Services (USA).....II-85
EXLService Holding, Inc. (USA).....II-85
1$100
   Genpact Limited (India).....II-86
HP Enterprise Services (USA).....II-86
Infosys BPO Ltd. (India).....II-86
1$100
   Intelligroup, Inc. (USA).....II-87
International Business Machines Corporation (USA).....II-87
KARVY Global Services Limited (India).....II-87
NTT DATA Corporation. (Japan).....II-87
1$100
   NGA Human Resources (UK).....II-88
Randstad Holding nv (Netherlands).....II-88
1$100
   Serco Group, Plc (UK).....II-89
StarTek, Inc. (USA).....II-89
Steria (France).....II-89
1$100
   Syntel, Inc. (USA).....II-90
Tata Consultancy Services Limited (India).....II-90
1$100
   TriNet Group, Inc. (USA).....II-91
Wipro Limited (India).....II-91
WNS (Holdings) Limited (India).....II-91
1$100
   Table 3: World Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....II-921$350
   Table 4: World Historic Review for Business Process Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....II-931$350
   Table 5: World 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....II-941$350
   By Horizontal Segment.....II-95
Table 6: World Recent Past, Current and Future Analysis for Finance & Accounting Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....II-95
1$350
   Table 7: World Historic Review for Finance & Accounting Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....II-961$350
   Table 8: World 15-Year Perspective for Finance & Accounting Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....II-971$350
   Table 9: World Recent Past, Current and Future Analysis for Customer Services Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....II-981$350
   Table 10: World Historic Review for Customer Services Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....II-991$350
   Table 11: World 15-Year Perspective for Customer Services Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....II-1001$350
   Table 12: World Recent Past, Current and Future Analysis for HR Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....II-1011$350
   Table 13: World Historic Review for HR Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....II-1021$350
   Table 14: World 15-Year Perspective for HR Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....II-1031$350
   Table 15: World Recent Past, Current and Future Analysis for KPO by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....II-1041$350
   Table 16: World Historic Review for KPO by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....II-1051$350
   Table 17: World 15-Year Perspective for KPO by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....II-1061$350
   Table 18: World Recent Past, Current and Future Analysis for Procurement Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....II-1071$350
   Table 19: World Historic Review for Procurement Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....II-1081$350
   Table 20: World 15-Year Perspective for Procurement Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....II-1091$350
   Table 21: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Manufacturing Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....II-1101$350
   Table 22: World Historic Review for Business Process Outsourcing in Manufacturing Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....II-1111$350
   Table 23: World 15-Year Perspective for Business Process Outsourcing in Manufacturing Industry by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....II-1121$350
   Table 24: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....II-1131$350
   Table 25: World Historic Review for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....II-1141$350
   Table 26: World 15-Year Perspective Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....II-1151$350
   Table 27: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....II-1161$350
   Table 28: World Historic Review for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....II-1171$350
   Table 29: World 15-Year Perspective Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....II-1181$350
   Table 30: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Retail Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....II-1191$350
   Table 31: World Historic Review for Business Process Outsourcing in Retail Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....II-1201$350
   Table 32: World 15-Year Perspective Business Process Outsourcing in Retail Industry by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....II-1211$350
   Table 33: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Other End-Use Sectors by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....II-1221$350
   Table 34: World Historic Review for Business Process Outsourcing in Other End-Use Sectors by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....II-1231$350
   Table 35: World 15-Year Perspective Business Process Outsourcing in Other End-Use Sectors by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....II-1241$350
   A. Market Analysis.....III-1
Outlook.....III-1
Impact of Recession in Retrospect.....III-1
1$75
   Nearshore Strategy Gains Strength.....III-2
Impact of Protectionist Policies.....III-2
Shift Away from Cost Containment Outsourcing Strategy.....III-2
1$75
   HR Outsourcing -A Highly Lucrative Segment.....III-3
The Offshoring Advantage.....III-3
Indian BPOs Set Up Onshore Service Centers in US.....III-3
1$75
   Offshoring Challenges.....III-4
Procurement BPO Market.....III-4
1$75
   Bank Outsourcing Market.....III-5
Residential Mortgage Outsourcing Market.....III-5
1$75
   Service Launches.....III-6
Strategic Corporate Developments.....III-6
3$225
   Key Players.....III-98$595
   B. Market Analytics.....III-17
Table 36: US Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-17
1$200
   Table 37: US Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-181$200
   Table 38: US 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-191$200
   Table 39: US Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-201$200
   Table 40: US Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-211$200
   Table 41: US 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-221$200
   A. Market Analysis.....III-23
Outlook.....III-23
HR Outsourcing: On an Upswing.....III-23
Strategic Corporate Developments.....III-23
1$75
   B. Market Analytics.....III-24
Table 42: Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-24
1$200
   Table 43: Canadian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-251$200
   Table 44: Canadian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-261$200
   Table 45: Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-271$200
   Table 46: Canadian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-281$200
   Table 47: Canadian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-291$200
   A. Market Analysis.....III-30
Current & Future Analysis.....III-30
Strategic Corporate Development.....III-30
1$75
   B. Market Analytics.....III-31
Table 48: Japanese Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-31
1$200
   Table 49: Japanese Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-321$200
   Table 50: Japanese 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-331$200
   Table 51: Japanese Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-341$200
   Table 52: Japanese Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-351$200
   Table 53: Japanese 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-361$200
   A. Market Analysis.....III-37
Outlook.....III-37
Market Snapshots.....III-37
Western Europe BPO Market.....III-37
1$75
   Continental Europe Warms Up to BPO.....III-38
Service Launch.....III-38
Strategic Corporate Development.....III-38
1$75
   B. Market Analytics.....III-39
Table 54: European Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-39
1$200
   Table 55: European Historic Review for Business Process Outsourcing by Geographic Region - France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-401$200
   Table 56: European 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-411$200
   Table 57: European Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-421$200
   Table 58: European Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-431$200
   Table 59: European 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-441$200
   Table 60: European Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-451$200
   Table 61: European Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-461$200
   Table 62: European 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-471$200
   A. Market Analysis.....III-48
Outlook.....III-48
Key Players.....III-48
1$75
   B. Market Analytics.....III-49
Table 63: French Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-49
1$200
   Table 64: French Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-501$200
   Table 65: French 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-511$200
   Table 66: French Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-521$200
   Table 67: French Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-531$200
   Table 68: French 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-541$200
   A. Market Analysis.....III-55
Outlook.....III-55
A Leading European BPO Market.....III-55
Advantages of Germany as an outsourcing location.....III-55
1$75
   Strategic Corporate Development.....III-561$75
   B. Market Analytics.....III-57
Table 69: German Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-57
1$200
   Table 70: German Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-581$200
   Table 71: German 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-591$200
   Table 72: German Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-601$200
   Table 73: German Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-611$200
   Table 74: German 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-621$200
   A. Market Analysis.....III-63
Outlook.....III-63
Financial Services Outsourcing in Italy: An Overview.....III-63
Strategic Corporate Development.....III-63
1$75
   B. Market Analytics.....III-64
Table 75: Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-64
1$200
   Table 76: Italian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-651$200
   Table 77: Italian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-661$200
   Table 78: Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-671$200
   Table 79: Italian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-681$200
   Table 80: Italian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-691$200
   A. Market Analysis.....III-70
Outlook.....III-70
A Quick Primer.....III-70
Recession & the BPO Industry.....III-70
1$75
   UK Outsourcing Companies Move Overseas.....III-71
Competitive Landscape.....III-71
Table 81: Leading Players in UK BPO Services Market (2012): Percentage Breakdown of Revenues for Accenture, Atos, Capita, Serco, Xerox/ACS and Others (includes corresponding Graph/Chart).....III-71
1$200
   Strategic Corporate Developments.....III-72
Key Players.....III-72
2$150
   B. Market Analytics.....III-74
Table 82: UK Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-74
1$200
   Table 83: UK Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-751$200
   Table 84: UK 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-761$200
   Table 85: UK Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-771$200
   Table 86: UK Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-781$200
   Table 87: UK 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-791$200
   Market Analysis.....III-80
Table 88: Spanish Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-80
1$200
   Table 89: Spanish Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-811$200
   Table 90: Spanish 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-821$200
   Table 91: Spanish Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-831$200
   Table 92: Spanish Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-841$200
   Table 93: Spanish 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-851$200
   Market Analysis.....III-86
Table 94: Russian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-86
1$200
   Table 95: Russian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-871$200
   Table 96: Russian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-881$200
   Table 97: Russian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-891$200
   Table 98: Russian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-901$200
   Table 99: Russian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-911$200
   A. Market Analysis.....III-92
Outlook.....III-92
Eastern and Central Europe.....III-92
Czech Republic.....III-92
Call Centers.....III-92
1$75
   Shared Service Centers.....III-93
Russia.....III-93
Poland.....III-93
1$75
   Strategic Corporate Developments.....III-94
Key Players.....III-94
2$150
   B. Market Analytics.....III-96
Table 100: Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-96
1$200
   Table 101: Rest of Europe Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-971$200
   Table 102: Rest of Europe 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-981$200
   Table 103: Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-991$200
   Table 104: Rest of Europe Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1001$200
   Table 105: Rest of Europe 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1011$200
   A. Market Analysis.....III-102
Outlook.....III-102
Asia-Pacific Market for BPO: A Primer.....III-102
1$75
   HR Outsourcing to Expand.....III-103
Growing Prospects in SMB Segment.....III-103
1$75
   B. Market Analytics.....III-104
Table 106: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - Australia, China, India and Rest of Asia-Pacific Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-104
1$200
   Table 107: Asia-Pacific Historic Review for Business Process Outsourcing by Geographic Region - Australia, China, India and Rest of Asia-Pacific Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1051$200
   Table 108: Asia-Pacific 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for Australia, China, India and Rest of Asia-Pacific Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1061$200
   Table 109: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-1071$200
   Table 110: Asia-Pacific Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1081$200
   Table 111: Asia-Pacific 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1091$200
   Table 112: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-1101$200
   Table 113: Asia-Pacific Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1111$200
   Table 114: Asia-Pacific 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1121$200
   A. Market Analysis.....III-113
Market Overview.....III-113
Australian Domestic Market.....III-113
Strategic Corporate Developments.....III-113
1$75
   B. Market Analytics.....III-114
Table 115: Australian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-114
1$200
   Table 116: Australian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1151$200
   Table 117: Australian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1161$200
   Table 118: Australian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-1171$200
   Table 119: Australian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1181$200
   Table 120: Australian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1191$200
   A. Market Analysis.....III-120
Market Overview.....III-120
China Looks to Strengthen Presence in Global BPO Industry.....III-120
Emphasis on Developing Domestic Chinese Outsourcing Market.....III-120
1$75
   Outsourcing of Back Office Functions.....III-121
HR Outsourcing in China.....III-121
1$75
   B. Market Analytics.....III-122
Table 121: Chinese Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-122
1$200
   Table 122: Chinese Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1231$200
   Table 123: Chinese 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1241$200
   Table 124: Chinese Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-1251$200
   Table 125: Chinese Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1261$200
   Table 126: Chinese 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1271$200
   A. Market Analysis.....III-128
India – A Key Global Destination for Outsourcing.....III-128
Recession in Retrospect.....III-128
1$75
   On the Road to Recovery.....III-129
Depreciating Rupee: Boon or Bane?.....III-129
1$75
   The Changing Role of Indian BPOs.....III-130
Role of Captive BPOs.....III-130
Financial Services Market – A Vital BPO Vertical.....III-130
1$75
   Human Resource Outsourcing in India.....III-1311$75
   Export Market Continues to Offer Growth Prospects.....III-132
Domestic BPO Market Offers Growth Potential.....III-132
1$75
   Rural BPO Concept Strengthens.....III-133
SMEs: Potential for Growth.....III-133
Focus Shifts to Smaller Towns and Cities.....III-133
1$75
   Tier-II and Tier III Cities to Gain Prominence.....III-134
India’s Pole Position Being Threatened by the Emergence of New Low Cost
  Destinations.....III-134
KPO Industry Gains Efficiency.....III-134
Emerging Competition Fails to Affect India’s Dominance.....III-134
1$75
   India Vis-à-vis Other Global Destinations in KPO Market.....III-135
Global KPO Market by Segment – India Vs Other Offshore Destinations.....III-135
Recession Fuels Growth in Few KPO Segments.....III-135
1$75
   Segment Analysis.....III-136
Vendors Look to Strengthen Presence in KPO.....III-136
Analytics Outsourcing Providers Move towards Sophisticated Segments.....III-136
Valuation Advisory/Services: A New Area of Opportunity for Indian KPOs.....III-136
1$75
   Outsourcing & the Real Estate Industry.....III-137
Outsourcing Drives Demand for Corporate Real Estate.....III-137
Major Challenges Confronting India’s BPO Industry.....III-137
Attrition – The Bane of Indian BPO Sector.....III-137
1$75
   Lack of Employability: A Cause of Concern.....III-138
Rising Salaries Affect India’s Edge as a Cost Competitive Destination.....III-138
Talent Shortage Drives BPOs towards Global Delivery Model.....III-138
BPO Vendor Landscape in India.....III-138
1$75
   India Centric BPO Providers – Breakdown by Vertical Industry.....III-1391$75
   India-Centric BPO Providers: Breakdown by Product/Service Offerings.....III-140
BPO Industry Focuses on Inorganic Growth Strategy.....III-140
1$75
   TCS Eyes Leading Position in the Indian BPO Market.....III-141
Strategic Corporate Developments.....III-141
1$75
   Service Launch.....III-1421$75
   Key Players.....III-1432$150
   B. Market Analytics.....III-145
Table 127: Indian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-145
1$200
   Table 128: Indian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1461$200
   Table 129: Indian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1471$200
   Table 130: Indian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-1481$200
   Table 131: Indian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1491$200
   Table 132: Indian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1501$200
   A. Market Analysis.....III-151
Philippines.....III-151
Philippines Emerges as One of Asia’s Premier Outsourcing Destinations.....III-151
1$75
   Impact of Recession.....III-152
BPO Industry’s Shift Up the Value Chain.....III-152
1$75
   Government Efforts to Promote BPO.....III-153
Next Wave Cities to Spur Growth.....III-153
Malaysia.....III-153
Singapore.....III-153
Thailand.....III-153
1$75
   Sri Lanka: A Emerging BPO Destination.....III-154
Strategic Corporate Developments.....III-154
2$150
   B. Market Analytics.....III-156
Table 133: Rest of Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-156
1$200
   Table 134: Rest of Asia-Pacific Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1571$200
   Table 135: Rest Asia-Pacific 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1581$200
   Table 136: Rest of Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-1591$200
   Table 137: Rest of Asia-Pacific Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1601$200
   Table 138: Rest Asia-Pacific 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1611$200
   A. Market Analysis.....III-162
Latin America as a Global Delivery Location.....III-162
Strategic Corporate Development.....III-162
1$75
   B. Market Analytics.....III-163
Table 139: Latin American Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - Brazil and Rest of Latin America Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-163
1$200
   Table 140: Latin American Historic Review for Business Process Outsourcing by Geographic Region - Brazil and Rest of Latin America Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1641$200
   Table 141: Latin American 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for Brazil and Rest of Latin America Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1651$200
   Table 142: Latin American Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-1661$200
   Table 143: Latin American Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1671$200
   Table 144: Latin American 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1681$200
   Table 145: Latin American Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-1691$200
   Table 146: Latin American Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1701$200
   Table 147: Latin American 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1711$200
   A. Market Analysis.....III-172
Brazil.....III-172
Increasing Demand for Contact Center Outsourcing.....III-172
Strategic Corporate Development.....III-172
1$75
   B. Market Analytics.....III-173
Table 148: Brazilian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-173
1$200
   Table 149: Brazilian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1741$200
   Table 150: Brazilian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1751$200
   Table 151: Brazilian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-1761$200
   Table 152: Brazilian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1771$200
   Table 153: Brazilian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1781$200
   A. Market Analysis.....III-179
Argentina.....III-179
Chile.....III-179
Colombia.....III-179
El Salvador.....III-179
1$75
   Mexico.....III-180
Panama.....III-180
Uruguay.....III-180
1$75
   B. Market Analytics.....III-181
Table 154: Rest of Latin America Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-181
1$200
   Table 155: Rest of Latin America Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1821$200
   Table 156: Rest of Latin America 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1831$200
   Table 157: Rest of Latin America Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-1841$200
   Table 158: Rest of Latin America Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1851$200
   Table 159: Rest of Latin America 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1861$200
   A. Market Analysis.....III-187
Outlook.....III-187
Israel.....III-187
Africa.....III-187
Egypt: An Emerging Market.....III-187
1$75
   South Africa.....III-188
Market Overview.....III-188
South Africa Emerges as a Major Offshoring Market.....III-188
1$75
   Outlook.....III-189
Telecom Industry Deregulation – A Major Step Towards Rapid BPO Market
  Growth.....III-189
South Africa to Gain as Global Companies Look to Minimize Risks.....III-189
Tanzania: An Emerging Outsourcing Destination in East Africa.....III-189
1$75
   Strategic Corporate Developments.....III-1901$75
   B. Market Analytics.....III-191
Table 160: Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-191
1$200
   Table 161: Rest of World Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1921$200
   Table 162: Rest of World 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-1931$200
   Table 163: Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart).....III-1941$200
   Table 164: Rest of World Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart).....III-1951$200
   Table 165: Rest of World 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart).....III-1961$200
  
Total Companies Profiled: 249 (including Divisions/Subsidiaries - 255)

Region/Country Players

The United States 78 Canada 5 Japan 2 Europe 21 France 3 Germany 2 The United Kingdom 9 Rest of Europe 7 Asia-Pacific (Excluding Japan) 143 Latin America 2 Africa 2 Middle East 2
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