August 2018


Global competition, emerging technologies and innovations are the driving forces behind growth and expansion in the global BPO industry. The increased competition from new outsourcing destinations and pressure on companies to operate cost efficiently are also driving forces behind the accelerated growth in BPO. Automation, in the form of RPA will continue to be a major threat to jobs in the BPO sector because outsourcing companies are now making major investment in robotic automation. Nevertheless, to interact with this change in the industry, BPO nations will focus attention on improving education to position itself for rising demands in 2018. Overall, the global outsourcing industry is expected to reach $262 billion by 2020.


Industry Trends:

  • Current revenue growth rate exceeds the average of the last 3 years, indicating that market momentum is increasing
  • Current gross profit margin is less than the average of the last 3 years gross profit margins, indicating customer pricing power
  • Current EBITDA margin is less than the average of the last 3 years EBITDA margins, which may signal further consolidation