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September 2018



The global BPO industry continues to expand due to driving forces such as new technologies (cloud services, big data analytics and process automation services), innovation, and global competition. Providers of BPO services are also modernizing organizations in an effort to address market challenges, proper management of talent and to enhance products and services, further boosting the industry. The demands from Banking and financial services sector for improvised and innovative techniques are also fuelling the market.

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


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