TABLE OF CONTENTS
1 INTRODUCTION 39
1.1 OBJECTIVES OF THE STUDY 39
1.2 MARKET DEFINITION 39
1.3 OVERVIEW OF THE EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET 39
1.4 LIMITATIONS 41
1.5 MARKETS COVERED 42
2 MARKET SEGMENTATION 47
2.1 MARKETS COVERED 47
2.2 GEOGRAPHICAL SCOPE 48
2.3 YEARS CONSIDERED FOR THE STUDY 48
2.4 CURRENCY AND PRICING 48
2.5 DBMR TRIPOD DATA VALIDATION MODEL 49
2.6 MULTIVARIATE MODELLING 52
2.7 OUTSOURCING TYPE LIFELINE CURVE 52
2.8 MARKET END-USER COVERAGE GRID 53
2.9 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 54
2.10 DBMR MARKET POSITION GRID 55
2.11 VENDOR SHARE ANALYSIS 56
2.12 SECONDARY SOURCES 57
2.13 ASSUMPTIONS 57
3 EXECUTIVE SUMMARY 58
4 PREMIUM INSIGHTS 61
4.1 PORTERS ANALYSIS 62
4.2 EVOLUTION 63
4.3 VALUE CHAIN ANALYSIS 64
4.4 CASE STUDY 65
4.5 COMPANY COMPARATIVE ANALYSIS 66
4.6 KEY STRATEGIES 67
4.7 TECHNOLOGICAL TRENDS 68
4.7.1 ARTIFICIAL INTELLIGENCE 68
4.7.2 CLOUD COMPUTING 69
5 REGULATORY FRAMEWORK 70
5.1 EUROPES DATA PROTECTION LAW 70
5.2 EUROPE UNION REGULATIONS 71
5.3OTHER EUROPEAN LEVEL CONSIDERATIONS 71
6 MARKET OVERVIEW 74
6.1 DRIVERS 76
6.1.1 INCREASING NEED FOR BUSINESS AGILITY 76
6.1.2 GROWING PREFERENCE FOR CLOUD TECHNOLOGY AND ITS SIGNIFICANCE ON PROCESS AUTOMATION 76
6.1.3 INCREASING DEPENDENCE ON SALES AND MARKETING FOR CUSTOMER SERVICE ENHANCEMENT 77
6.1.4 UPSURGE IN THE CAPACITY OF QUALITY ENTERPRISE DATA 77
6.2 RESTRAINTS 78
6.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERN 78
6.2.2 STRINGENT GOVERNMENT REGULATIONS 78
6.3 OPPORTUNITIES 79
6.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 79
6.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES, NAMELY AI, IOT, AND CLOUD COMPUTING 80
6.3.3 GROWING NUMBER OF START-UPS PARTNERING WITH BUSINESS PROCESS OUTSOURCING (BPO) 80
6.4 CHALLENGES 81
6.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 81
6.4.2 FREQUENT DISRUPTION AFFECTS THE OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 81
6.4.3 INCREASE IN THE PRESENCE OF NEW ENTRANTS 82
7 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING TYPE 83
7.1 OVERVIEW 84
7.1.1 OFFSHORE 85
7.1.2 ONSHORE 85
7.1.3 NEARSHORE 86
8 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY SERVICE 87
8.1 OVERVIEW 88
8.1.1 VOICE PROCESSING 89
8.1.2 INBOUND 90
8.1.3 OUTBOUND 90
8.1.4 SURVEY AND MARKET RESEARCH 90
8.1.5 TELEMARKETING SERVICES 90
8.1.6 IMAGE EDITING SERVICES 91
8.1.7 VIRTUAL STAFFING SERVICES 91
8.1.8 3D VISUALTIZATION SERVICES 92
8.1.9 3D ANIMATION 92
8.1.10 CAD MODELING 92
8.1.11 3D ILLUSTRATION 93
8.1.12 3D DEVELOPMENT 93
9 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 94
9.1 OVERVIEW 95
9.1.1 CUSTOMER CARE 96
9.1.2 FINANCE AND ACOUNTING 96
9.1.3 ORDER TO CASH 97
9.1.3.1 ORDER MANAGEMENT & BILLING 98
9.1.3.2 COLLECTION & ACCOUNTS RECEIVABLE 98
9.1.3.3 ORDER TO CASH ANALYTICS 98
9.1.4 PROCURE TO PAY 98
9.1.4.1 ACCOUNTS PAYABLE 98
9.1.4.2 ANALYTICS 98
9.1.4.3 EMPLOYEE DISBURSEMENTS 99
9.1.4.4 PROCESS SUPPORT 99
9.1.5 RECORD TO REPORT 99
9.1.5.1 GENERAL LEDGER 99
9.1.5.2 DATA INTEGRITY & REPORTING SERVICES 99
9.1.5.3 COST ACCOUNTING & TREASURY 99
9.1.6 FINANCIAL PLANNING & ANALYSIS 100
9.1.6.1 DECISION SUPPORT & ANALYSIS 100
9.1.6.2 BUDGETING & FORECASTING 100
9.1.6.3 BUSINESS METRICS & TRACKING 100
9.1.7 LOGISTICS & WAREHOUSING 100
9.1.8 TRANSPORTATION & VEHICLE LEASING 100
9.1.9 COURIER SERVICES 100
9.1.10 MOVING & RELOCATION 101
9.1.11 TALENT AND HR SERVICES 101
9.1.12 EMPLOYEE AND HR OPERATIONS 101
9.1.12.1 PAYROLL AND PENSION 102
9.1.12.2 EMPLOYEE SERVICES 102
9.1.12.3 CW MANAGEMENT 102
9.1.12.4 MASTER DATA MANAGEMENT 103
9.1.12.5 VENDOR MANAGEMENT 103
9.1.12.6 EXIT MANAGEMENT 103
9.1.12.7 WORKFORCE DATA ADMINISTRATION 103
9.1.12.8 GOVERNMENT RELATION SERVICES 103
9.1.13 TALENT ACQUISITION AND DEVELOPMENT 103
9.1.13.1 TALENT DEVELOPMENT 104
9.1.13.2 ORGANIZATION AND CHANGE MANAGEMENT 104
9.1.13.3 COMPETENCY AND DEVELOPMENT MANAGEMENT 104
9.1.13.4 LEARNING CONTENT DEVELOPMENT & LEARNING DELIVERY 104
9.1.13.5 CURRICULUM AND CAMPAIGN DESIGN 104
9.1.13.6 COLLABORATION AND KNOWLEDGE MANAGEMENT 105
9.1.13.7 COMPENSATION PLANNING 105
9.1.13.8 OTHERS 105
9.1.13.9 TALENT ACQUISITION 105
9.1.13.10 WORKFORCE PLANNING 105
9.1.13.11 CANDIDATE SOURCING SCREENING AND SELECTION 105
9.1.13.12 HIRING CLEARANCES 106
9.1.13.13 NEW JOINER OFFER AND ONBOARDING 106
9.1.13.14 RELOCATION ASSISTANCE, INTER COMPANY AND GLOBAL MOBILITY 106
9.1.13.15 OTHERS 106
9.1.14 SALES AND MARKETING 106
9.1.15 SOURCING, PROCUREMENT AND SUPPLY CHAIN 106
9.1.16 PROCUREMENT CONSULTING 107
9.1.17 PROCUREMENT ADMIN SUPPORT 107
9.1.18 FACILITIES AND ADMINISTRATION 107
9.1.19 PRODUCT ENGINEERING 108
9.1.20 TRAINING 108
9.1.21 OTHERS 108
10 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY DEPLOYMENT MODE 109
10.1 OVERVIEW 110
10.1.1 CLOUD 111
10.1.2 ON PREMISE 111
11 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 112
11.1 OVERVIEW 113
11.1.1 LARGE ENTERPRISES 114
11.1.2 SMES 114
12 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OWNERSHIP 115
12.1 OVERVIEW 116
12.1.1 CAPTIVE 117
12.1.2 THIRD PARTY 117
13 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 118
13.1 OVERVIEW 119
13.1.1 CONTRACT BASED 120
13.1.2 BUNDLED SERVICES 120
13.1.3 BEST-SHORE 121
13.1.4 FEE FOR SERVICE 121
14 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END USER 122
14.1 OVERVIEW 123
14.2 IT AND TELECOMMUNICATION 124
14.2.1 CUSTOMER CARE 125
14.2.2 SALES AND MARKETING 125
14.2.3 TRAINING 125
14.2.4 TALENT AND HR SERVICES 125
14.2.5 FACILITIES AND ADMINISTRATION 125
14.2.6 OTHERS 125
14.3 MANUFACTURING 126
14.3.1 CUSTOMER CARE 126
14.3.2 SALES AND MARKETING 126
14.3.3 PROCUREMENT AND SUPPLY CHAIN 127
14.3.4 PRODUCT ENGINEERING 127
14.3.5 TALENT AND HR SERVICES 127
14.3.6 FACILITIES AND ADMINISTRATION 127
14.3.7 TRAINING 127
14.3.8 FINANCE AND ACCOUNTING 127
14.3.9 OTHERS 127
14.4 BFSI 127
14.4.1 FINANCE AND ACCOUNTING 128
14.4.2 CUSTOMER CARE 128
14.4.3 SALES AND MARKETING 128
14.4.4 TALENT AND HR SERVICES 128
14.4.5 FACILITIES AND ADMINISTRATION 128
14.4.6 TRAINING 128
14.4.7 OTHERS 129
14.5 GOVERNMENT & DEFENSE 129
14.5.1 CUSTOMER CARE 130
14.5.2 FINANCE AND ACCOUNTING 130
14.5.3 SALES AND MARKETING 130
14.5.4 TALENT AND HR SERVICES 130
14.5.5 FACILITIES AND ADMINISTRATION 130
14.5.6 TRAINING 130
14.5.7 OTHERS 130
14.6 TRANSPORTATION AND LOGISTICS 130
14.6.1 CUSTOMER CARE 131
14.6.2 PROCUREMENT AND SUPPLY CHAIN 131
14.6.3 SALES AND MARKETING 131
14.6.4 FINANCE AND ACCOUNTING 131
14.6.5 FACILITIES AND ADMINISTRATION 131
14.6.6 TRAINING 131
14.6.7 OTHERS 132
14.7 RETAIL AND E-COMMERCE 132
14.7.1 CUSTOMER CARE 133
14.7.2 SALES AND MARKETING 133
14.7.3 PROCUREMENT AND SUPPLY CHAIN 133
14.7.4 TALENT AND HR SERVICES 133
14.7.5 FACILITIES AND ADMINISTRATION 133
14.7.6 TRAINING 133
14.7.7 OTHERS 133
14.8 TRAVEL AND HOSPITALITY 133
14.8.1 SALES AND MARKETING 134
14.8.2 CUSTOMER CARE 134
14.8.3 FACILITIES AND ADMINISTRATION 134
14.8.4 TRAINING 134
14.8.5 OTHERS 134
14.9 HEALTHCARE 135
14.9.1 CUSTOMER CARE 135
14.9.2 SALES AND MARKETING 135
14.9.3 FACILITIES AND ADMINISTRATION 135
14.9.4 PROCUREMENT AND SUPPLY CHAIN 136
14.9.5 TRAINING 136
14.9.6 OTHERS 136
14.10 ENERGY AND UTILITIES 136
14.10.1 CUSTOMER CARE 137
14.10.2 OTHERS 137
14.11 EDUCATION 137
14.11.1 SALES AND MARKETING 137
14.11.2 CUSTOMER CARE 138
14.11.3 FACILITIES AND ADMINISTRATION 138
14.11.4 TRAINING 138
14.11.5 OTHERS 138
14.12 OTHERS 138
15 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET- MAJOR KEY COUNTRIES SUMMARY 139
15.1 OVERVIEW: 139
15.2 U.K. 139
15.3 GERMANY 140
15.4 POLAND 141
16 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY COUNTRY 142
16.1 U.K. 148
16.2 GERMANY 159
16.3 FRANCE 172
16.4 ITALY 186
16.5 THE NETHERLANDS 199
16.6 SPAIN 212
16.7 SWITZERLAND 225
16.8 RUSSIA 238
16.9 BELGIUM 251
16.10 TURKEY 265
16.11 POLAND 278
16.12 SWEDEN 291
16.13 DENMARK 304
16.14 FINLAND 318
16.15 NORWAY 331
16.16 REST OF EUROPE 344
17 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET: COMPANY LANDSCAPE 345
17.1 COMPANY SHARE ANALYSIS: EUROPE 345
18 SWOT ANALYSIS 346
19 COMPANY PROFILE 347
19.1 CAPGEMINI 347
19.1.1 COMPANY SNAPSHOT 347
19.1.2 REVENUE ANALYSIS 348
19.1.3 SERVICE PORTFOLIO 348
19.1.4 RECENT DEVELOPMENTS 349

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