Front office BPO services include telemarketing, help desks, call centres, inbound or outbound sales, and customer care centres

In one of its most recent research papers, Future Market Insights (FMI) predicted that the worldwide front office BPO services market will grow at a CAGR of 7.4% over the forecast period (2017-2022). By the end of 2022, the market for front office BPO services is anticipated to generate revenues greater than US$ 200,000 Mn.

Businesses can outsource their duties or process operations to outside service providers thanks to business process outsourcing (BPO). The front office BPO services include telemarketing, help desks, customer service centres, inbound or outbound sales, and customer service centres. Document management services like accounting and finance are also part of the front office BPO services.

Shifting focus towards Non-voice Contact Centre Channel - A Key Trend

The global market for front office BPO services has experienced a significant expansion over the past few years. This can be primarily attributed to robust economic expansion worldwide, and surge in revenues from customer relations management, insurance, human resource, and finance & accounting. Outsourcers bring various competitive benefits, while aiming to tap into new businesses.

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Emergence of digital channel management capabilities, and the data protection provisions are one of the major trends being witnessed in the global front office BPO services market. In addition, shifting focus towards non-voice contact centre channels, and digitisation of the customer touch-points are other key trends being observed in the market.

Industries focusing on Expansion by Offshoring their Business Operations to Front Office BPO Services

Several predominant industries from various verticals such as healthcare & pharmaceuticals, BFSI, and manufacturing, are concentrating on expansion of their business, and gaining access to new markets by offshoring their operations to the front office BPO services. These industries are relocating their production base, and service delivery points closer to areas of their end-users. Offshoring the business operations helps industries in mitigating risks, as their business functions, which are difficult to control & manage, are handled by external companies, while realising their benefits.

Key Research Findings from FMI's Report on Global Front Office BPO Services Market

In terms of revenues, manufacturing will continue to be the most lucrative vertical in the global front office BPO services market. Revenues from manufacturing vertical are estimated to exceed US$ 40,000 Mn by 2022-end. In contrast, education will remain the least lucrative vertical for front office BPO services. Front office BPO services are projected to witness the fastest expansion in BFSI vertical through 2022, followed by healthcare and pharmaceuticals.
On the basis of service type, customer management services are expected to remain dominant in the global front office BPO services market. Customer management services are projected to account for approximately two-third revenue share of the market over the forecast period. Document management services, on the other hand, will remain comparatively less lucrative than customer management services in the market.
Asia-Pacific excluding Japan (APEJ) has been projected to register the fastest expansion in the market, with sales poised to reach nearly US$ 30,000 Mn in revenues by 2022-end. Middle East & Africa (MEA), and Japan will also witness an impressive expansion in the market through 2022. Although North America and Europe will register relatively lower CAGRs through 2022, these two regions are anticipated to remain the largest market for front office BPO services in terms of revenues.

A tremendous surge has been witnessed in the practice adopted by several industries in approaching front office BPO service providers to perform their business functions. Industries are able to save time, and labour & operational costs, with the help of front office BPO services.

These industries, having great expertise in development & design of their products, lack in bandwidth and access to resources when it comes to customer services. These are catered by front office BPO services, which by leverage their global knowledge base to access world class capabilities.

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Company Profiles

FMI's report has offered insights on key companies operating in the global front office BPO services market, which include Xerox Corporation, Hewlett Packard Enterprise Co., Convergys Corp., Sitel Worldwide Corporation, IBM Global Services, Williams Lea Limited, Ricoh USA, Inc., Atento S.A., Alliance Data Systems Corporation, and TeleTech Holdings, Inc.

Market Taxonomy

Region

North America
Latin America
Europe
Japan
APEJ
MEA

Service Type

Customer Management Services
Document Management Services

Vertical

BFSI
Manufacturing
Healthcare & Pharmaceuticals
Retail & Consumer Goods
IT & Telecommunication
Aerospace & Defense
Education
Services & Logistics
Other Vertical

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Future Market Insights (ESOMAR certified market research organization and a member of Greater New York Chamber of Commerce) provides in-depth insights into governing factors elevating the demand in the market. It discloses opportunities that will favor the market growth in various segments on the basis of Source, Application, Sales Channel and End Use over the next 10-years.

This release was published on openPR.