TABLE OF CONTENTS
1 INTRODUCTION 40
1.1 OBJECTIVES OF THE STUDY 40
1.2 MARKET DEFINITION 40
1.3 OVERVIEW OF THE EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET 40
1.4 LIMITATIONS 43
1.5 MARKETS COVERED 43
2 MARKET SEGMENTATION 49
2.1 MARKETS COVERED 49
2.2 GEOGRAPHICAL SCOPE 50
2.3 YEARS CONSIDERED FOR THE STUDY 51
2.4 CURRENCY AND PRICING 51
2.5 DBMR TRIPOD DATA VALIDATION MODEL 52
2.6 MULTIVARIATE MODELLING 55
2.7 OUTSOURCING TYPE TIMELINE CURVE 56
2.8 MARKET END-USER COVERAGE GRID 57
2.9 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 58
2.10 DBMR MARKET POSITION GRID 59
2.11 VENDOR SHARE ANALYSIS 61
2.12 SECONDARY SOURCES 62
2.13 ASSUMPTIONS 62
3 EXECUTIVE SUMMARY 63
4 PREMIUM INSIGHTS 66
4.1 PORTERS ANALYSIS 67
4.2 VALUE CHAIN ANALYSIS 68
4.3 EVOLUTION 69
5 MARKET OVERVIEW 70
5.1 DRIVERS 72
5.1.1 INCREASING NEED FOR BUSINESS AGILITY 72
5.1.2 RISING CUSTOMER FOCUS TOWARD ENHANCED EFFICIENCY, TIME EFFECTIVENESS, AND COST EFFICIENCY 74
5.1.3 GROWING PREFERENCE FOR CLOUD TECHNOLOGY AND ITS SIGNIFICANCE ON PROCESS AUTOMATION 75
5.1.4 INCREASING DEPENDENCE ON SALES AND MARKETING FOR CUSTOMER SERVICE ENHANCEMENT 76
5.1.5 UPSURGE IN THE CAPACITY OF QUALITY ENTERPRISE DATA 77
5.2 RESTRAINTS 78
5.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERN 78
5.2.2 STRINGENT GOVERNMENT REGULATIONS 78
5.3 OPPORTUNITIES 79
5.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 79
5.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES, NAMELY AI, IOT, AND CLOUD COMPUTING 80
5.3.3 INCREASE IN THE ESTABLISHMENT OF SERVICE CENTERS AND IT SECTOR SPENDING 81
5.3.4 GROWING NUMBER OF START-UPS PARTNERING WITH BUSINESS PROCESS OUTSOURCING (BPO) 81
5.4 CHALLENGES 82
5.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 82
5.4.2 FREQUENT DISRUPTION AFFECTS THE OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 83
5.4.3 INCREASE IN THE PRESENCE OF NEW ENTRANTS 84
6 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING TYPE 85
6.1 OVERVIEW 86
6.2 OFFSHORE 87
6.3 ONSHORE 88
6.4 NEARSHORE 88
7 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY SERVICE 90
7.1 OVERVIEW 91
7.2 VOICE PROCESSING 92
7.2.1 INBOUND 93
7.2.2 OUTBOUND 93
7.2.3 SURVEY AND MARKET RESEARCH 93
7.3 TELEMARKETING SERVICES 93
7.4 IMAGE EDITING SERVICES 94
7.5 VIRTUAL STAFFING SERVICES 95
7.6 3D VISUALIZATION SERVICES 95
7.6.1 3D ANIMATION 96
7.6.2 CAD MODELING 96
7.6.3 3D ILLUSTRATION 96
7.6.4 3D DEVELOPMENT 97
7.6.5 OTHERS 97
7.7 OTHERS 97
8 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 98
8.1 OVERVIEW 99
8.2 CUSTOMER CARE 100
8.3 FINANCE AND ACCOUNTING 101
8.3.1 ORDER TO CASH 102
8.3.1.1 COLLECTION AND ACCOUNTS RECEIVABLE 102
8.3.1.2 ORDER MANAGEMENT AND BILLING 102
8.3.1.3 ORDER TO CASH ANALYTICS 103
8.3.2 PROCURE TO PAY 103
8.3.2.1 ACCOUNTS PAYABLE 103
8.3.2.2 EMPLOYEE DISBURSEMENTS 103
8.3.2.3 ANALYTICS 103
8.3.2.4 PROCESS SUPPORT 103
8.3.3 RECORD TO REPORT 104
8.3.3.1 GENERAL LEDGER 104
8.3.3.2 DATA INTEGRITY AND REPORTING SERVICES 104
8.3.3.3 COST ACCOUNTING & TREASURY 104
8.3.4 FINANCIAL PLANNING & ANALYSIS 104
8.3.4.1 BUDGETING AND FORECASTING 105
8.3.4.2 BUSINESS METRICS AND TRACKING 105
8.3.4.3 DECISION SUPPORT AND ANALYSIS 105
8.3.5 LOGISTICS & WAREHOUSING 105
8.3.6 TRANSPORTATION & VEHICLE LEASING 105
8.3.7 COURIER SERVICES 105
8.3.8 MOVING & RELOCATION 105
8.4 TALENT AND HR SERVICES 106
8.4.1 EMPLOYEE AND HR OPERATIONS 107
8.4.1.1 PAYROLL AND PENSION 107
8.4.1.2 EMPLOYEE SERVICES 107
8.4.1.3 GOVERNMENT RELATION SERVICES 107
8.4.1.4 WORKFORCE DATA ADMINISTRATION 107
8.4.1.5 CW MANAGEMENT 107
8.4.1.5.1 MASTER DATA MANAGEMENT 108
8.4.1.5.2 VENDOR MANAGEMENT 108
8.4.1.5.3 EXIT MANAGEMENT 108
8.4.2 TALENT ACQUISITION AND DEVELOPMENT 108
8.4.2.1 TALENT DEVELOPMENT 109
8.4.2.1.1 ORGANIZATION AND CHANGE MANAGEMENT 109
8.4.2.1.2 COMPETENCY AND DEVELOPMENT MANAGEMENT 109
8.4.2.1.3 LEARNING CONTENT DEVELOPMENT & LEARNING DELIVERY 109
8.4.2.1.4 CURRICULUM AND CAMPAIGN DESIGN 109
8.4.2.1.5 COLLABORATION AND KNOWLEDGE MANAGEMENT 110
8.4.2.1.6 COMPENSATION PLANNING 110
8.4.2.1.7 OTHERS 110
8.4.2.2 TALENT ACQUISITION 110
8.4.2.2.1 WORKFORCE PLANNING 110
8.4.2.2.2 CANDIDATE SOURCING SCREENING AND SELECTION 111
8.4.2.2.3 NEW JOINER OFFER AND ON BOARDING 111
8.4.2.2.4 HIRING CLEARANCES 111
8.4.2.2.5 RELOCATION ASSISTANCE, INTER COMPANY AND EUROPE MOBILITY 111
8.4.2.2.6 OTHERS 111
8.5 SALES AND MARKETING 111
8.6 SOURCING, PROCUREMENT AND SUPPLY CHAIN 112
8.6.1 PROCUREMENT ADMIN SUPPORT 113
8.6.2 PROCUREMENT CONSULTING 113
8.7 FACILITIES AND ADMINISTRATION 113
8.8 PRODUCT ENGINEERING 114
8.9 TRAINING 114
8.10 OTHERS 115
9 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY DEPLOYMENT MODE 116
9.1 OVERVIEW 117
9.2 CLOUD 118
9.3 ON PREMISE 119
10 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 120
10.1 OVERVIEW 121
10.2 LARGE ENTERPRISES 122
10.3 SMES 123
11 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OWNERSHIP 124
11.1 OVERVIEW 125
11.2 CAPTIVE 126
11.3 THIRD PARTY 127
12 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 128
12.1 OVERVIEW 129
12.2 CONTRACT BASED 130
12.3 BUNDLED SERVICES 131
12.4 BEST-SHORE 131
12.5 FEE FOR SERVICE 132
13 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END USER 133
13.1 OVERVIEW 134
13.2 IT AND TELECOMMUNICATION 135
13.2.1 CUSTOMER CARE 136
13.2.2 FINANCE AND ACCOUNTING 136
13.2.3 TALENT AND HR SERVICES 137
13.2.4 SALES AND MARKETING 137
13.2.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 137
13.2.6 FACILITIES AND ADMINISTRATION 137
13.2.7 PRODUCT ENGINEERING 137
13.2.8 TRAINING 137
13.2.9 OTHERS 137
13.3 MANUFACTURING 137
13.3.1 CUSTOMER CARE 138
13.3.2 FINANCE AND ACCOUNTING 138
13.3.3 TALENT AND HR SERVICES 139
13.3.4 SALES AND MARKETING 139
13.3.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 139
13.3.6 FACILITIES AND ADMINISTRATION 139
13.3.7 PRODUCT ENGINEERING 139
13.3.8 TRAINING 139
13.3.9 OTHERS 139
13.4 BFSI 139
13.4.1 CUSTOMER CARE 140
13.4.2 FINANCE AND ACCOUNTING 140
13.4.3 TALENT AND HR SERVICES 141
13.4.4 SALES AND MARKETING 141
13.4.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 141
13.4.6 FACILITIES AND ADMINISTRATION 141
13.4.7 PRODUCT ENGINEERING 141
13.4.8 TRAINING 141
13.4.9 OTHERS 141
13.5 GOVERNMENT & DEFENSE 141
13.5.1 CUSTOMER CARE 142
13.5.2 FINANCE AND ACCOUNTING 142
13.5.3 TALENT AND HR SERVICES 143
13.5.4 SALES AND MARKETING 143
13.5.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 143
13.5.6 FACILITIES AND ADMINISTRATION 143
13.5.7 PRODUCT ENGINEERING 143
13.5.8 TRAINING 143
13.5.9 OTHERS 143
13.6 TRANSPORTATION AND LOGISTICS 143
13.6.1 CUSTOMER CARE 144
13.6.2 FINANCE AND ACCOUNTING 144
13.6.3 TALENT AND HR SERVICES 145
13.6.4 SALES AND MARKETING 145
13.6.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 145
13.6.6 FACILITIES AND ADMINISTRATION 145
13.6.7 PRODUCT ENGINEERING 145
13.6.8 TRAINING 145
13.6.9 OTHERS 145
13.7 RETAIL AND E-COMMERCE 145
13.7.1 CUSTOMER CARE 146
13.7.2 FINANCE AND ACCOUNTING 146
13.7.3 TALENT AND HR SERVICES 147
13.7.4 SALES AND MARKETING 147
13.7.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 147
13.7.6 FACILITIES AND ADMINISTRATION 147
13.7.7 PRODUCT ENGINEERING 147
13.7.8 TRAINING 147
13.7.9 OTHERS 147
13.8 TRAVEL AND HOSPITALITY 147
13.8.1 CUSTOMER CARE 148
13.8.2 FINANCE AND ACCOUNTING 148
13.8.3 TALENT AND HR SERVICES 149
13.8.4 SALES AND MARKETING 149
13.8.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 149
13.8.6 FACILITIES AND ADMINISTRATION 149
13.8.7 PRODUCT ENGINEERING 149
13.8.8 TRAINING 149
13.8.9 OTHERS 149
13.9 HEALTHCARE 149
13.9.1 CUSTOMER CARE 150
13.9.2 FINANCE AND ACCOUNTING 150
13.9.3 TALENT AND HR SERVICES 151
13.9.4 SALES AND MARKETING 151
13.9.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 151
13.9.6 FACILITIES AND ADMINISTRATION 151
13.9.7 PRODUCT ENGINEERING 151
13.9.8 TRAINING 151
13.9.9 OTHERS 151
13.10 ENERGY AND UTILITIES 151
13.10.1 CUSTOMER CARE 152
13.10.2 FINANCE AND ACCOUNTING 152
13.10.3 TALENT AND HR SERVICES 153
13.10.4 SALES AND MARKETING 153
13.10.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 153
13.10.6 FACILITIES AND ADMINISTRATION 153
13.10.7 PRODUCT ENGINEERING 153
13.10.8 TRAINING 153
13.10.9 OTHERS 153
13.11 EDUCATION 153
13.11.1 CUSTOMER CARE 154
13.11.2 FINANCE AND ACCOUNTING 154
13.11.3 TALENT AND HR SERVICES 155
13.11.4 SALES AND MARKETING 155
13.11.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 155
13.11.6 FACILITIES AND ADMINISTRATION 155
13.11.7 PRODUCT ENGINEERING 155
13.11.8 TRAINING 155
13.11.9 OTHERS 155
13.12 OTHERS 156
14 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY REGION 157
14.1 EUROPE 158
14.1.1 U.K. 174
14.1.2 GERMANY 186
14.1.3 FRANCE 199
14.1.4 ITALY 211
14.1.5 NETHERLANDS 224
14.1.6 SPAIN 236

Menu 2

Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam.