COVID-19 IMPACT SURVEY MAY 2020
Amid the COVID-19 crisis and the looming economic recession, the Business Process Outsourcing (BPO) market worldwide will grow by a projected US$68.3 Billion, during the analysis period, driven by a revised compounded annual growth rate (CAGR) of 5.2%. Customer Services, one of the segments analyzed and sized in this study, is forecast to grow at over 4.2% and reach a market size of US$69.4 Billion by the end of the analysis period. An unusual period in history, the coronavirus pandemic has unleashed a series of unprecedented events affecting every industry. The Customer Services market will be reset to a new normal which going forwards in a post COVID-19 era will be continuously redefined and redesigned. Staying on top of trends and accurate analysis is paramount now more than ever to manage uncertainty, change and continuously adapt to new and evolving market conditions.
As part of the new emerging geographic scenario, the United States is forecast to readjust to a 5.4% CAGR. Within Europe, the region worst hit by the pandemic, Germany will add over US$3.1 Billion to the region's size over the next 7 to 8 years. In addition, over US$3.8 Billion worth of projected demand in the region will come from Rest of European markets. In Japan, the Customer Services segment will reach a market size of US$4.3 Billion by the close of the analysis period. Blamed for the pandemic, significant political and economic challenges confront China. Amid the growing push for decoupling and economic distancing, the changing relationship between China and the rest of the world will influence competition and opportunities in the Business Process Outsourcing (BPO) market. Against this backdrop and the changing geopolitical, business and consumer sentiments, the world's second largest economy will grow at 1.2% over the next couple of years and add approximately US$490.3 Million in terms of addressable market opportunity. Continuous monitoring for emerging signs of a possible new world order post-COVID-19 crisis is a must for aspiring businesses and their astute leaders seeking to find success in the now changing Business Process Outsourcing (BPO) market landscape. All research viewpoints presented are based on validated engagements from influencers in the market, whose opinions supersede all other research methodologies.
Competitors identified in this market include, among others, Accenture Plc; Alight Solutions LLC; Atos SE; Automatic Data Processing Inc.; Capgemini SE; Capita Plc; Ceridian HCM Inc.; CGI Group Inc.; Cognizant Technology Solutions Corporation; DXC Technology Co.; EXLService Holdings Inc.; Genpact Limited; IBM Corp.; Infosys BPM Limited; KARVY Global Services Limited; NGA Human Resources; NTT DATA Inc.; Randstad Holding NV; Sopra Steria Group; StarTek Inc.; Tata Consultancy Services Limited; TriNet Group Inc.; Wipro Limited; WNS Global Services Ltd.