TABLE OF CONTENTS
1 INTRODUCTION 29
1.1 OBJECTIVES OF THE STUDY 29
1.2 MARKET DEFINITION 29
1.3 OVERVIEW OF THE NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET 29
1.4 LIMITATIONS 32
1.5 MARKETS COVERED 32
2 MARKET SEGMENTATION 38
2.1 MARKETS COVERED 38
2.2 GEOGRAPHICAL SCOPE 39
2.3 YEARS CONSIDERED FOR THE STUDY 40
2.4 CURRENCY AND PRICING 40
2.5 DBMR TRIPOD DATA VALIDATION MODEL 41
2.6 MULTIVARIATE MODELLING 44
2.7 OUTSOURCING TYPE TIMELINE CURVE 45
2.8 MARKET END-USER COVERAGE GRID 46
2.9 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 47
2.10 DBMR MARKET POSITION GRID 48
2.11 VENDOR SHARE ANALYSIS 50
2.12 SECONDARY SOURCES 51
2.13 ASSUMPTIONS 51
3 EXECUTIVE SUMMARY 52
4 PREMIUM INSIGHTS 55
4.1 PORTERS ANALYSIS 56
4.2 VALUE CHAIN ANALYSIS 57
4.3 EVOLUTION 58
5 MARKET OVERVIEW 59
5.1 DRIVERS 61
5.1.1 INCREASING NEED FOR BUSINESS AGILITY 61
5.1.2 RISING CUSTOMER FOCUS TOWARD ENHANCED EFFICIENCY, TIME EFFECTIVENESS, AND COST EFFICIENCY 63
5.1.3 GROWING PREFERENCE FOR CLOUD TECHNOLOGY AND ITS SIGNIFICANCE ON PROCESS AUTOMATION 64
5.1.4 INCREASING DEPENDENCE ON SALES AND MARKETING FOR CUSTOMER SERVICE ENHANCEMENT 65
5.1.5 UPSURGE IN THE CAPACITY OF QUALITY ENTERPRISE DATA 66
5.2 RESTRAINTS 67
5.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERN 67
5.2.2 STRINGENT GOVERNMENT REGULATIONS 67
5.3 OPPORTUNITIES 68
5.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 68
5.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES, NAMELY AI, IOT, AND CLOUD COMPUTING 69
5.3.3 INCREASE IN THE ESTABLISHMENT OF SERVICE CENTERS AND IT SECTOR SPENDING 70
5.3.4 GROWING NUMBER OF START-UPS PARTNERING WITH BUSINESS PROCESS OUTSOURCING (BPO) 70
5.4 CHALLENGES 71
5.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 71
5.4.2 FREQUENT DISRUPTION AFFECTS THE OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 72
5.4.3 INCREASE IN THE PRESENCE OF NEW ENTRANTS 73
6 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING TYPE 74
6.1 OVERVIEW 75
6.2 OFFSHORE 76
6.3 ONSHORE 77
6.4 NEARSHORE 77
7 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY SERVICE 79
7.1 OVERVIEW 80
7.2 VOICE PROCESSING 81
7.2.1 INBOUND 82
7.2.2 OUTBOUND 82
7.2.3 SURVEY AND MARKET RESEARCH 82
7.3 TELEMARKETING SERVICES 82
7.4 IMAGE EDITING SERVICES 83
7.5 VIRTUAL STAFFING SERVICES 84
7.6 3D VISUALIZATION SERVICES 84
7.6.1 3D ANIMATION 85
7.6.2 CAD MODELING 85
7.6.3 3D ILLUSTRATION 85
7.6.4 3D DEVELOPMENT 86
7.6.5 OTHERS 86
7.7 OTHERS 86
8 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 87
8.1 OVERVIEW 88
8.2 CUSTOMER CARE 89
8.3 FINANCE AND ACCOUNTING 90
8.3.1 ORDER TO CASH 91
8.3.1.1 COLLECTION AND ACCOUNTS RECEIVABLE 91
8.3.1.2 ORDER MANAGEMENT AND BILLING 91
8.3.1.3 ORDER TO CASH ANALYTICS 92
8.3.2 PROCURE TO PAY 92
8.3.2.1 ACCOUNTS PAYABLE 92
8.3.2.2 EMPLOYEE DISBURSEMENTS 92
8.3.2.3 ANALYTICS 92
8.3.2.4 PROCESS SUPPORT 92
8.3.3 RECORD TO REPORT 93
8.3.3.1 GENERAL LEDGER 93
8.3.3.2 DATA INTEGRITY AND REPORTING SERVICES 93
8.3.3.3 COST ACCOUNTING & TREASURY 93
8.3.4 FINANCIAL PLANNING & ANALYSIS 93
8.3.4.1 BUDGETING AND FORECASTING 94
8.3.4.2 BUSINESS METRICS AND TRACKING 94
8.3.4.3 DECISION SUPPORT AND ANALYSIS 94
8.3.5 LOGISTICS & WAREHOUSING 94
8.3.6 TRANSPORTATION & VEHICLE LEASING 94
8.3.7 COURIER SERVICES 94
8.3.8 MOVING & RELOCATION 94
8.4 TALENT AND HR SERVICES 95
8.4.1 EMPLOYEE AND HR OPERATIONS 96
8.4.1.1 PAYROLL AND PENSION 96
8.4.1.2 EMPLOYEE SERVICES 96
8.4.1.3 GOVERNMENT RELATION SERVICES 96
8.4.1.4 WORKFORCE DATA ADMINISTRATION 96
8.4.1.5 CW MANAGEMENT 96
8.4.1.5.1 MASTER DATA MANAGEMENT 97
8.4.1.5.2 VENDOR MANAGEMENT 97
8.4.1.5.3 EXIT MANAGEMENT 97
8.4.2 TALENT ACQUISITION AND DEVELOPMENT 97
8.4.2.1 TALENT DEVELOPMENT 98
8.4.2.1.1 ORGANIZATION AND CHANGE MANAGEMENT 98
8.4.2.1.2 COMPETENCY AND DEVELOPMENT MANAGEMENT 98
8.4.2.1.3 LEARNING CONTENT DEVELOPMENT & LEARNING DELIVERY 98
8.4.2.1.4 CURRICULUM AND CAMPAIGN DESIGN 98
8.4.2.1.5 COLLABORATION AND KNOWLEDGE MANAGEMENT 99
8.4.2.1.6 COMPENSATION PLANNING 99
8.4.2.1.7 OTHERS 99
8.4.2.2 TALENT ACQUISITION 99
8.4.2.2.1 WORKFORCE PLANNING 99
8.4.2.2.2 CANDIDATE SOURCING SCREENING AND SELECTION 100
8.4.2.2.3 NEW JOINER OFFER AND ON BOARDING 100
8.4.2.2.4 HIRING CLEARANCES 100
8.4.2.2.5 RELOCATION ASSISTANCE, INTER COMPANY AND NORTH AMERICA MOBILITY 100
8.4.2.2.6 OTHERS 100
8.5 SALES AND MARKETING 100
8.6 SOURCING, PROCUREMENT AND SUPPLY CHAIN 101
8.6.1 PROCUREMENT ADMIN SUPPORT 102
8.6.2 PROCUREMENT CONSULTING 102
8.7 FACILITIES AND ADMINISTRATION 102
8.8 PRODUCT ENGINEERING 103
8.9 TRAINING 103
8.10 OTHERS 104
9 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY DEPLOYMENT MODE 105
9.1 OVERVIEW 106
9.2 CLOUD 107
9.3 ON PREMISE 108
10 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 109
10.1 OVERVIEW 110
10.2 LARGE ENTERPRISES 111
10.3 SMES 112
11 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OWNERSHIP 113
11.1 OVERVIEW 114
11.2 CAPTIVE 115
11.3 THIRD PARTY 116
12 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 117
12.1 OVERVIEW 118
12.2 CONTRACT BASED 119
12.3 BUNDLED SERVICES 120
12.4 BEST-SHORE 120
12.5 FEE FOR SERVICE 121
13 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END USER 122
13.1 OVERVIEW 123
13.2 IT AND TELECOMMUNICATION 124
13.2.1 CUSTOMER CARE 125
13.2.2 FINANCE AND ACCOUNTING 125
13.2.3 TALENT AND HR SERVICES 126
13.2.4 SALES AND MARKETING 126
13.2.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 126
13.2.6 FACILITIES AND ADMINISTRATION 126
13.2.7 PRODUCT ENGINEERING 126
13.2.8 TRAINING 126
13.2.9 OTHERS 126
13.3 MANUFACTURING 126
13.3.1 CUSTOMER CARE 127
13.3.2 FINANCE AND ACCOUNTING 127
13.3.3 TALENT AND HR SERVICES 128
13.3.4 SALES AND MARKETING 128
13.3.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 128
13.3.6 FACILITIES AND ADMINISTRATION 128
13.3.7 PRODUCT ENGINEERING 128
13.3.8 TRAINING 128
13.3.9 OTHERS 128
13.4 BFSI 128
13.4.1 CUSTOMER CARE 129
13.4.2 FINANCE AND ACCOUNTING 129
13.4.3 TALENT AND HR SERVICES 130
13.4.4 SALES AND MARKETING 130
13.4.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 130
13.4.6 FACILITIES AND ADMINISTRATION 130
13.4.7 PRODUCT ENGINEERING 130
13.4.8 TRAINING 130
13.4.9 OTHERS 130
13.5 GOVERNMENT & DEFENSE 130
13.5.1 CUSTOMER CARE 131
13.5.2 FINANCE AND ACCOUNTING 131
13.5.3 TALENT AND HR SERVICES 132
13.5.4 SALES AND MARKETING 132
13.5.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 132
13.5.6 FACILITIES AND ADMINISTRATION 132
13.5.7 PRODUCT ENGINEERING 132
13.5.8 TRAINING 132
13.5.9 OTHERS 132
13.6 TRANSPORTATION AND LOGISTICS 132
13.6.1 CUSTOMER CARE 133
13.6.2 FINANCE AND ACCOUNTING 133
13.6.3 TALENT AND HR SERVICES 134
13.6.4 SALES AND MARKETING 134
13.6.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 134
13.6.6 FACILITIES AND ADMINISTRATION 134
13.6.7 PRODUCT ENGINEERING 134
13.6.8 TRAINING 134
13.6.9 OTHERS 134
13.7 RETAIL AND E-COMMERCE 134
13.7.1 CUSTOMER CARE 135
13.7.2 FINANCE AND ACCOUNTING 135
13.7.3 TALENT AND HR SERVICES 136
13.7.4 SALES AND MARKETING 136
13.7.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 136
13.7.6 FACILITIES AND ADMINISTRATION 136
13.7.7 PRODUCT ENGINEERING 136
13.7.8 TRAINING 136
13.7.9 OTHERS 136
13.8 TRAVEL AND HOSPITALITY 136
13.8.1 CUSTOMER CARE 137
13.8.2 FINANCE AND ACCOUNTING 137
13.8.3 TALENT AND HR SERVICES 138
13.8.4 SALES AND MARKETING 138
13.8.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 138
13.8.6 FACILITIES AND ADMINISTRATION 138
13.8.7 PRODUCT ENGINEERING 138
13.8.8 TRAINING 138
13.8.9 OTHERS 138
13.9 HEALTHCARE 138
13.9.1 CUSTOMER CARE 139
13.9.2 FINANCE AND ACCOUNTING 139
13.9.3 TALENT AND HR SERVICES 140
13.9.4 SALES AND MARKETING 140
13.9.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 140
13.9.6 FACILITIES AND ADMINISTRATION 140
13.9.7 PRODUCT ENGINEERING 140
13.9.8 TRAINING 140
13.9.9 OTHERS 140
13.10 ENERGY AND UTILITIES 140
13.10.1 CUSTOMER CARE 141
13.10.2 FINANCE AND ACCOUNTING 141
13.10.3 TALENT AND HR SERVICES 142
13.10.4 SALES AND MARKETING 142
13.10.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 142
13.10.6 FACILITIES AND ADMINISTRATION 142
13.10.7 PRODUCT ENGINEERING 142
13.10.8 TRAINING 142
13.10.9 OTHERS 142
13.11 EDUCATION 142
13.11.1 CUSTOMER CARE 143
13.11.2 FINANCE AND ACCOUNTING 143
13.11.3 TALENT AND HR SERVICES 144
13.11.4 SALES AND MARKETING 144
13.11.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 144
13.11.6 FACILITIES AND ADMINISTRATION 144
13.11.7 PRODUCT ENGINEERING 144
13.11.8 TRAINING 144
13.11.9 OTHERS 144
13.12 OTHERS 145
14 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY REGION 146
14.1 NORTH AMERICA 147
14.1.1 U.S. 164
14.1.2 CANADA 177
14.1.3 MEXICO 190
15 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET: COMPANY LANDSCAPE 203
15.1 COMPANY SHARE ANALYSIS: NORTH AMERICA 203

Menu 2

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