Market Overview:
The global front office BPO services market is expected to grow at a CAGR of 7.5% during the forecast period from 2018 to 2030. The growth in this market can be attributed to the increasing demand for customer management and document management services across different industry verticals. The front office BPO services market is segmented on the basis of type, application, and region. On the basis of type, the market is segmented into customer management service and document management service. Customer management service accounted for a larger share of the global front office BPO services market in 2017 and is expected to maintain its dominance during the forecast period. This can be attributed to increasing demand for customer relationship management (CRM) solutions among businesses across different industry verticals.
Product Definition:
Front Office BPO Services are the services that are delivered by the front office of a company. These services include customer service, sales, and marketing. The importance of these services is that they help to create a positive customer experience and generate revenue for the company.
Customer Management Service:
Customer management service is a new term in the business process outsourcing (BPO) industry. It was introduced to differentiate customer-centric BPO from order fulfillment and other operational services. Customer management service includes activities such as understanding customer requirements, their changing needs, building relationships with customers and leveraging those for generating sales.
Document Management Service:
The global document management service is used by the front office BPO industry to reduce costs and automate processes. The demand for these services has been increasing in recent years owing to the need for streamlining internal operations, reduction of data storage cost, and generation of reports as per customer requirement.
Application Insights:
The BFSI application segment accounted for the largest share in 2015 and is expected to continue its dominance over the forecast period. The front office automation solutions in this sector offer a high degree of efficiency, accuracy, and productivity that helps financial institutions enhance their services to their customers. Automated customer interaction solutions help reduce costs by automating routine tasks such as billing, accounts receivable management, payment processing services across multiple departments within an organization thus driving industry growth.
Front office automation systems have helped various industries including healthcare & pharmaceuticals; manufacturing; retail & consumer goods; IT & telecommunication; aerospace & defense and others optimize their operations by improving communication with customers while reducing costs significantly.
Regional Analysis:
North America dominated the global front office bpo services market in 2017. The growth of this region can be attributed to the presence of a large number of financial institutions, such as banks and insurance companies. Furthermore, technological advancements coupled with high customer satisfaction levels are also expected to drive regional growth over the forecast period.
Asia Pacific is projected to witness significant growth over the next eight years owing to increasing outsourcing activities in India and China. In addition, rising demand for customer service centers by various BFSI companies is anticipated to fuel regional market development during the forecast period.
Growth Factors:
- Increased demand for front office services from small and medium-sized businesses (SMBs)
- Rapid growth of the ecommerce sector
- Rising demand for customer experience management services
- Proliferation of digital channels and technologies
- Growing need to improve operational efficiency
Scope Of The Report
Report Attributes
Report Details
Report Title
Front Office BPO Services Market Research Report
By Type
Customer Management Service, Document Management Service
By Application
BFSI, Manufacturing, Healthcare & Pharmaceuticals, Retail & Consumer Goods, IT & Telecommunication, Aerospace & Defense, Others
By Companies
Xerox, HP, Convergys, Sitel, IBM, Williams Lea, Ricoh, Atento, Alliance Data Systems, TeleTech
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
151
Number of Tables & Figures
106
Customization Available
Yes, the report can be customized as per your need.
Global Front Office BPO Services Market Report Segments:
The global Front Office BPO Services market is segmented on the basis of:
Types
Customer Management Service, Document Management Service
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
BFSI, Manufacturing, Healthcare & Pharmaceuticals, Retail & Consumer Goods, IT & Telecommunication, Aerospace & Defense, Others
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Xerox
- HP
- Convergys
- Sitel
- IBM
- Williams Lea
- Ricoh
- Atento
- Alliance Data Systems
- TeleTech
Highlights of The Front Office BPO Services Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Customer Management Service
- Document Management Service
- By Application:
- BFSI
- Manufacturing
- Healthcare & Pharmaceuticals
- Retail & Consumer Goods
- IT & Telecommunication
- Aerospace & Defense
- Others
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Front Office BPO Services Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
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- Correctly Positioning New Products
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8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Front Office BPO Services is a type of outsourced customer service that provides support for business operations. This includes answering customer questions, handling complaints, and providing other services related to the front office of a company.
Some of the key players operating in the front office bpo services market are Xerox, HP, Convergys, Sitel, IBM, Williams Lea, Ricoh, Atento, Alliance Data Systems, TeleTech.
The front office bpo services market is expected to register a CAGR of 7.5%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Front Office BPO Services Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Front Office BPO Services Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Front Office BPO Services Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Front Office BPO Services Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Front Office BPO Services Market Size & Forecast, 2020-2028
4.5.1 Front Office BPO Services Market Size and Y-o-Y Growth
4.5.2 Front Office BPO Services Market Absolute $ Opportunity
Chapter 5 Global Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Market Size Forecast by Type
5.2.1 Customer Management Service
5.2.2 Document Management Service
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Market Size Forecast by Applications
6.2.1 BFSI
6.2.2 Manufacturing
6.2.3 Healthcare & Pharmaceuticals
6.2.4 Retail & Consumer Goods
6.2.5 IT & Telecommunication
6.2.6 Aerospace & Defense
6.2.7 Others
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Front Office BPO Services Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Front Office BPO Services Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Analysis and Forecast
9.1 Introduction
9.2 North America Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Market Size Forecast by Type
9.6.1 Customer Management Service
9.6.2 Document Management Service
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Market Size Forecast by Applications
9.10.1 BFSI
9.10.2 Manufacturing
9.10.3 Healthcare & Pharmaceuticals
9.10.4 Retail & Consumer Goods
9.10.5 IT & Telecommunication
9.10.6 Aerospace & Defense
9.10.7 Others
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Analysis and Forecast
10.1 Introduction
10.2 Europe Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Market Size Forecast by Type
10.6.1 Customer Management Service
10.6.2 Document Management Service
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Market Size Forecast by Applications
10.10.1 BFSI
10.10.2 Manufacturing
10.10.3 Healthcare & Pharmaceuticals
10.10.4 Retail & Consumer Goods
10.10.5 IT & Telecommunication
10.10.6 Aerospace & Defense
10.10.7 Others
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Market Size Forecast by Type
11.6.1 Customer Management Service
11.6.2 Document Management Service
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Market Size Forecast by Applications
11.10.1 BFSI
11.10.2 Manufacturing
11.10.3 Healthcare & Pharmaceuticals
11.10.4 Retail & Consumer Goods
11.10.5 IT & Telecommunication
11.10.6 Aerospace & Defense
11.10.7 Others
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Analysis and Forecast
12.1 Introduction
12.2 Latin America Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Market Size Forecast by Type
12.6.1 Customer Management Service
12.6.2 Document Management Service
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Market Size Forecast by Applications
12.10.1 BFSI
12.10.2 Manufacturing
12.10.3 Healthcare & Pharmaceuticals
12.10.4 Retail & Consumer Goods
12.10.5 IT & Telecommunication
12.10.6 Aerospace & Defense
12.10.7 Others
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Market Size Forecast by Type
13.6.1 Customer Management Service
13.6.2 Document Management Service
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Market Size Forecast by Applications
13.10.1 BFSI
13.10.2 Manufacturing
13.10.3 Healthcare & Pharmaceuticals
13.10.4 Retail & Consumer Goods
13.10.5 IT & Telecommunication
13.10.6 Aerospace & Defense
13.10.7 Others
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Front Office BPO Services Market: Competitive Dashboard
14.2 Global Front Office BPO Services Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Xerox
14.3.2 HP
14.3.3 Convergys
14.3.4 Sitel
14.3.5 IBM
14.3.6 Williams Lea
14.3.7 Ricoh
14.3.8 Atento
14.3.9 Alliance Data Systems
14.3.10 TeleTech
