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BFSI向けBPOサービス市場：サービスタイプ別、企業規模別、エンドユーザー別、地域別、2024-2032年

BFSI BPO Services Market by Service Type, Enterprise Size, End User, and Region 2024-2032
出版日: | 発行: IMARC | ページ情報: 英文 140 Pages | 納期: 2～3営業日

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価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=156.65円
BFSI向けBPOサービス市場：サービスタイプ別、企業規模別、エンドユーザー別、地域別、2024-2032年
出版日: 2024年01月30日
発行: IMARC
ページ情報: 英文 140 Pages
納期: 2～3営業日
  • 全表示
  • 概要
  • 図表
  • 目次
概要

世界のBFSI向けBPOサービス市場規模は、2023年に1,167億米ドルに達しました。今後、IMARC Groupは、同市場が2032年までに2,189億米ドルに達し、2024年から2032年の間に7.03%の成長率（CAGR）を示すと予測しています。厳しい規制要件、テクノロジーの急速な進歩、顧客体験の向上、専門的なリスク管理サービス、スケーラビリティに対する需要の高まり、金融サービスの世界化、大幅なデジタル変革、バックオフィス機能のアウトソーシング増加などが、市場を後押しする主な要因となっています。

BFSI向けBPOサービス、すなわち銀行、金融サービス、保険のビジネスプロセスアウトソーシングサービスは、金融業界におけるさまざまなアウトソーシング活動を包含しています。これらのサービスは、業務効率の最適化、経費の削減、顧客サービスの向上を目的として、専門企業によって銀行、保険会社、金融機関に提供されます。BFSI分野では、顧客サポート、データ入力、クレーム処理、ローン組成、引受、リスク管理などの機能がBPOサービスに含まれます。金融機関は、こうした業務を専門のサービスプロバイダーにアウトソーシングすることで、BPO企業が提供する専門知識や先進技術の恩恵を受けながら、中核機能に集中することができます。

金融機関が非中核業務を専門のBPOプロバイダーにアウトソーシングすることで、業務の最適化と経費の最小化を図ろうとする中、コスト削減への関心が高まっていることは、市場成長の大きな促進要因となっています。これに加えて、金融業界では厳しい規制要件が課されているため、専門的な知識と絶え間ないモニタリングが必要とされており、市場成長には明るい見通しとなっています。さらに、技術の急速な進歩と、人工知能（AI）、ロボティックプロセスオートメーション（RPA）、ブロックチェーンのBFSI向けBPOプロセスへの統合が進み、効率性と正確性が向上していることが、市場拡大の有利な機会をもたらしています。このほか、問い合わせや苦情、サポートサービスを効率的に処理することでより良い顧客サービスを提供し、顧客満足度とロイヤルティの向上につなげるため、金融機関の間でBPOサービスの採用が急増していることも、市場拡大に寄与しています。さらに、金融機関の世界展開に伴い、BPOサービスが地域や時間帯を超えたシームレスなオペレーションを促進し、一貫したサービス提供を実現することで、市場拡大に寄与しています。

BFSI向けBPOサービスの市場動向と促進要因：

コスト効率

金融機関は、サービス品質を維持しながら運用コストを削減しなければならないという大きなプレッシャーにさらされているため、コスト効率はBFSI向けBPOサービス市場の主要促進要因となっています。こうした組織は、データ入力、カスタマーサポート、請求処理などの非中核業務を専門のBPOプロバイダーにアウトソーシングすることで、大幅なコスト削減を実現できます。BPO企業は多くの場合、人件費の安い地域で事業を展開し、自動化技術を活用し、規模の経済の恩恵を受けており、これらすべてがコストの最適化に貢献しています。このような戦略的コスト管理により、BFSI企業はコアコンピタンスやイノベーションイニシアティブにより効果的にリソースを配分することができ、最終的に市場での競争力を高めることができます。

規制コンプライアンス

BFSIのBPOサービスを採用するには、厳しく継続的に進化する規制要件が不可欠です。金融業界には、透明性、セキュリティ、消費者保護を確保するための複雑な規制が存在します。これらの規制を遵守し続けることは、銀行や保険会社にとって最重要課題です。BFSIに特化したBPOプロバイダーは、業界知識と規制状況をナビゲートする専門知識を持っています。BPOプロバイダーは、金融機関が規制の変更に迅速に対応し、監査証跡を維持し、強固なコンプライアンス・メカニズムを導入できるよう支援します。規制の複雑化が進む中、BFSI組織はコンプライアンス・リスクを軽減し、評判と法的地位を維持するため、BPOサービスへの依存度を高めています。

技術の進歩

先端技術の急速な統合は、BFSI向けBPOの展望を再構築します。AI、RPA、ブロックチェーンなどのテクノロジーは、BPOプロセスの合理化と強化に活用されています。AI主導のチャットボットはカスタマーサポートに革命をもたらし、RPAは反復作業を自動化し、ミスを減らし、効率を向上させています。ブロックチェーンは金融取引のセキュリティと透明性を高めています。BFSI組織は、BPOパートナーシップを通じてこれらの技術的進歩を活用し、競争力を高めています。これらの技術を採用することで、金融機関は業務効率を改善し、より革新的で安全なサービスを顧客に提供できるようになり、業界のデジタル変革におけるリーダーとして位置づけられます。

目次

第1章 序文

第2章 調査範囲と調査手法

  • 調査目的
  • 利害関係者
  • データソース
    • 一次情報
    • 二次情報
  • 市場推定
    • ボトムアップアプローチ
    • トップダウンアプローチ
  • 調査手法

第3章 エグゼクティブサマリー

第4章 イントロダクション

  • 概要
  • 主要業界動向

第5章 世界のBFSI向けBPOサービス市場

  • 市場概要
  • 市場実績
  • COVID-19の影響
  • 市場予測

第6章 市場内訳：サービスタイプ別

  • 顧客サービス
    • 市場動向
    • 市場予測
  • 財務・会計
    • 市場動向
    • 市場予測
  • 人的資源
    • 市場動向
    • 市場予測
  • KPO
    • 市場動向
    • 市場予測
  • 調達・サプライチェーン
    • 市場動向
    • 市場予測
  • その他
    • 市場動向
    • 市場予測

第7章 市場内訳：企業規模別

  • 大企業
    • 市場動向
    • 市場予測
  • 中小企業
    • 市場動向
    • 市場予測

第8章 市場内訳：エンドユーザー別

  • 銀行
    • 市場動向
    • 主要セグメント
      • 商業銀行
      • リテールバンキング
      • カード
      • 融資
    • 市場予測
  • 資本市場
    • 市場動向
    • 主要セグメント
      • インベストメントバンキング
      • ブローカー
      • アセットマネジメント
      • その他
    • 市場予測
  • 保険会社
    • 市場動向
    • 市場予測
  • その他
    • 市場動向
    • 市場予測

第9章 市場内訳：地域別

  • 北米
    • 米国
      • 市場動向
      • 市場予測
    • カナダ
      • 市場動向
      • 市場予測
  • アジア太平洋
    • 中国
      • 市場動向
      • 市場予測
    • 日本
      • 市場動向
      • 市場予測
    • インド
      • 市場動向
      • 市場予測
    • 韓国
      • 市場動向
      • 市場予測
    • オーストラリア
      • 市場動向
      • 市場予測
    • インドネシア
      • 市場動向
      • 市場予測
    • その他
      • 市場動向
      • 市場予測
  • 欧州
    • ドイツ
      • 市場動向
      • 市場予測
    • フランス
      • 市場動向
      • 市場予測
    • 英国
      • 市場動向
      • 市場予測
    • イタリア
      • 市場動向
      • 市場予測
    • スペイン
      • 市場動向
      • 市場予測
    • ロシア
      • 市場動向
      • 市場予測
    • その他
      • 市場動向
      • 市場予測
  • ラテンアメリカ
    • ブラジル
      • 市場動向
      • 市場予測
    • メキシコ
      • 市場動向
      • 市場予測
    • その他
      • 市場動向
      • 市場予測
  • 中東・アフリカ地域
    • 市場動向
    • 市場内訳：国別
    • 市場予測

第10章 促進要因、抑制要因、機会

  • 市場概要
  • 促進要因
  • 抑制要因
  • 機会

第11章 バリューチェーン分析

第12章 ポーターのファイブフォース分析

  • 概要
  • 買い手の交渉力
  • 供給企業の交渉力
  • 競合の程度
  • 新規参入業者の脅威
  • 代替品の脅威

第13章 価格分析

第14章 競合情勢

  • 市場構造
  • 主要企業
  • 主要企業のプロファイル
    • Accenture PLC
    • Cognizant
    • Concentrix Corporation
    • Genpact
    • IBM Corporation
    • Infosys Limited
    • Mphasis Limited
    • NTT Data Corporation
    • Tata Consultancy Services Limited
    • Wipro Limited
図表

List of Figures

  • Figure 1: Global: BFSI BPO Services Market: Major Drivers and Challenges
  • Figure 2: Global: BFSI BPO Services Market: Sales Value (in Billion US$), 2018-2023
  • Figure 3: Global: BFSI BPO Services Market Forecast: Sales Value (in Billion US$), 2024-2032
  • Figure 4: Global: BFSI BPO Services Market: Breakup by Service Type (in %), 2023
  • Figure 5: Global: BFSI BPO Services Market: Breakup by Enterprise Size (in %), 2023
  • Figure 6: Global: BFSI BPO Services Market: Breakup by End User (in %), 2023
  • Figure 7: Global: BFSI BPO Services Market: Breakup by Region (in %), 2023
  • Figure 8: Global: BFSI BPO Services (Customer Services) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 9: Global: BFSI BPO Services (Customer Services) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 10: Global: BFSI BPO Services (Finance and Accounting) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 11: Global: BFSI BPO Services (Finance and Accounting) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 12: Global: BFSI BPO Services (Human Resource) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 13: Global: BFSI BPO Services (Human Resource) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 14: Global: BFSI BPO Services (KPO) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 15: Global: BFSI BPO Services (KPO) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 16: Global: BFSI BPO Services (Procurement and Supply Chain) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 17: Global: BFSI BPO Services (Procurement and Supply Chain) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 18: Global: BFSI BPO Services (Other Service Types) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 19: Global: BFSI BPO Services (Other Service Types) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 20: Global: BFSI BPO Services (Large Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 21: Global: BFSI BPO Services (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 22: Global: BFSI BPO Services (Small and Medium-sized Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 23: Global: BFSI BPO Services (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 24: Global: BFSI BPO Services (Banks) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 25: Global: BFSI BPO Services (Banks) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 26: Global: BFSI BPO Services (Capital Markets) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 27: Global: BFSI BPO Services (Capital Markets) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 28: Global: BFSI BPO Services (Insurance Companies) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 29: Global: BFSI BPO Services (Insurance Companies) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 30: Global: BFSI BPO Services (Other End Users) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 31: Global: BFSI BPO Services (Other End Users) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 32: North America: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 33: North America: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 34: United States: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 35: United States: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 36: Canada: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 37: Canada: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 38: Asia-Pacific: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 39: Asia-Pacific: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 40: China: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 41: China: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 42: Japan: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 43: Japan: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 44: India: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 45: India: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 46: South Korea: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 47: South Korea: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 48: Australia: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 49: Australia: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 50: Indonesia: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 51: Indonesia: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 52: Others: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 53: Others: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 54: Europe: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 55: Europe: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 56: Germany: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 57: Germany: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 58: France: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 59: France: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 60: United Kingdom: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 61: United Kingdom: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 62: Italy: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 63: Italy: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 64: Spain: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 65: Spain: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 66: Russia: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 67: Russia: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 68: Others: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 69: Others: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 70: Latin America: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 71: Latin America: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 72: Brazil: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 73: Brazil: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 74: Mexico: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 75: Mexico: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 76: Others: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 77: Others: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 78: Middle East and Africa: BFSI BPO Services Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 79: Middle East and Africa: BFSI BPO Services Market: Breakup by Country (in %), 2023
  • Figure 80: Middle East and Africa: BFSI BPO Services Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 81: Global: BFSI BPO Services Industry: Drivers, Restraints, and Opportunities
  • Figure 82: Global: BFSI BPO Services Industry: Value Chain Analysis
  • Figure 83: Global: BFSI BPO Services Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: BFSI BPO Services Market: Key Industry Highlights, 2023 and 2032
  • Table 2: Global: BFSI BPO Services Market Forecast: Breakup by Service Type (in Million US$), 2024-2032
  • Table 3: Global: BFSI BPO Services Market Forecast: Breakup by Enterprise Size (in Million US$), 2024-2032
  • Table 4: Global: BFSI BPO Services Market Forecast: Breakup by End User (in Million US$), 2024-2032
  • Table 5: Global: BFSI BPO Services Market Forecast: Breakup by Region (in Million US$), 2024-2032
  • Table 6: Global: BFSI BPO Services Market: Competitive Structure
  • Table 7: Global: BFSI BPO Services Market: Key Players
目次
Product Code: SR112024A7203

Abstract

The global BFSI BPO services market size reached US$ 116.7 Billion in 2023. Looking forward, IMARC Group expects the market to reach US$ 218.9 Billion by 2032, exhibiting a growth rate (CAGR) of 7.03% during 2024-2032. Stringent regulatory requirements, rapid advancements in technology, rising demand for enhanced customer experience, specialized risk management services, and scalability, globalization of financial services, significant digital transformation, and increasing outsourcing of back-office functions, are some of the major factors propelling the market.

BFSI BPO services, or banking, financial services, and insurance business process outsourcing services, encompass a range of outsourced activities within the financial industry. These services are provided by specialized firms to banks, insurance companies, and financial institutions to optimize operational efficiency, reduce expenses, and enhance customer service. In the BFSI sector, BPO services include functions, such as customer support, data entry, claims processing, loan origination, underwriting, and risk management. By outsourcing these tasks to expert service providers, financial institutions can focus on their core functions while benefiting from the domain expertise and advanced technologies offered by BPO firms.

The rising focus on cost reduction represents a significant driver fueling the market growth as financial institutions seek to optimize their operations and minimize expenses by outsourcing non-core functions to specialized BPO providers. In addition to this, stringent regulatory requirements in the financial industry necessitate expert knowledge and constant monitoring, thereby creating a positive outlook for the market growth. Moreover, rapid advancements in technology and the growing integration of artificial intelligence (AI), robotic process automation (RPA), and blockchain into BFSI BPO processes enhancing efficiency and accuracy, are presenting lucrative opportunities for market expansion. Besides this, the surging adoption of BPO services among financial institutions to provide better customer service by handling inquiries, complaints, and support services efficiently, leading to improved customer satisfaction and loyalty, is contributing to the market growth. Furthermore, as financial institutions expand globally, BPO services facilitate seamless operations across regions and time zones, ensuring consistent service delivery, and thereby aiding in market expansion.

BFSI BPO Services Market Trends/Drivers:

Cost efficiency

Cost efficiency is a primary driver in the BFSI BPO services market as financial institutions are under immense pressure to reduce operational costs while maintaining service quality. These organizations can realize significant cost savings by outsourcing non-core functions like data entry, customer support, and claims processing to specialized BPO providers. BPO firms often operate in regions with lower labor costs, utilize automation technologies, and benefit from economies of scale, all of which contribute to cost optimization. This strategic cost management allows BFSI companies to allocate resources more effectively to their core competencies and innovation initiatives, ultimately enhancing their competitiveness in the market.

Regulatory compliance

Stringent and continuously evolving regulatory requirements are critical for adopting BFSI BPO services. The financial industry is subject to complex regulations to ensure transparency, security, and consumer protection. Staying compliant with these regulations is a paramount concern for banks and insurance companies. BPO providers specializing in BFSI bring industry knowledge and expertise in navigating regulatory landscapes. They help financial institutions to swiftly adapt to regulation changes, maintain audit trails, and implement robust compliance mechanisms. As regulatory complexities continue to grow, BFSI organizations increasingly rely on BPO services to mitigate compliance risks and maintain their reputation and legal standing.

Technological advancements

The rapid integration of advanced technologies reshapes the BFSI BPO landscape. Technologies such as AI, RPA, and blockchain are being harnessed to streamline and enhance BPO processes. AI-driven chatbots are revolutionizing customer support, while RPA is automating repetitive tasks, reducing errors, and improving efficiency. Blockchain is enhancing the security and transparency of financial transactions. BFSI organizations leverage these technological advancements through BPO partnerships to gain a competitive edge. Adopting these technologies improves operational efficiency and allows financial institutions to offer more innovative and secure services to their customers, positioning them as leaders in the industry's digital transformation.

BFSI BPO Services Industry Segmentation:

IMARC Group provides an analysis of the key trends in each segment of the market, along with forecasts at the global, regional and country levels from 2024-2032. Our report has categorized the market based on service type, enterprise size, and end user.

Breakup by Service Type:

Customer Services

Finance and Accounting

Human Resource

KPO

Procurement and Supply Chain

Others

Customer services holds the largest share in the market

The report has provided a detailed breakup and analysis of the market based on the service type. This includes customer services, finance and accounting, human resource, KPO, procurement and supply chain, and others. According to the report, customer services represented the largest segment.

The surging need to outsource customer services in the financial sector represents one of the key factor driving the market growth. Customer service is critical for BFSI companies as it directly impacts customer satisfaction, loyalty, and overall brand perception. In an increasingly competitive BFSI landscape, providing exceptional customer experiences is a strategic imperative. BPO services specialized in customer support can offer round-the-clock assistance, multichannel support, and personalized interactions, contributing to higher customer satisfaction. Additionally, the proliferation of digital channels and fintech innovations has intensified customer expectations for real-time responses and personalized interactions, making it crucial for banks to leverage BPO expertise in leveraging emerging technologies and analytics for enhanced customer engagement.

Breakup by Enterprise Size:

Large Enterprises

Small and Medium-sized Enterprises

Large enterprise holds the largest share in the market

A detailed breakup and analysis of the market based on the enterprise size has also been provided in the report. This includes large enterprises and small and medium-sized enterprises. According to the report, large enterprise accounted for the largest market share.

Large enterprises typically possess extensive financial resources, allowing them to invest in comprehensive and sophisticated outsourcing solutions, providing an impetus to the market growth. Besides this, they can afford to engage multiple BPO providers for various specialized services, creating a diverse and resilient outsourcing ecosystem. Moreover, large enterprises often operate on a global scale, with complex operations spanning multiple regions and customer bases. This global footprint necessitates a higher volume of outsourcing services to manage diverse customer needs and regulatory environments effectively, thereby bolstering the market growth. Additionally, the heightened focus on risk management and cybersecurity compels large financial enterprises to leverage the specialized expertise and resources of BPO partners to fortify their defenses and ensure compliance with evolving regulations.

Breakup by End User:

Banks

Commercial Banking

Retail Banking

Cards

Lending

Capital Markets

Investment Banking

Brokerage

Asset Management

Others

Insurance Companies

Others

Banks (commercial banking, retail banking, cards, and lending) holds the largest share in the market

A detailed breakup and analysis of the market based on the end user has also been provided in the report. This includes banks (commercial banking, retail banking, cards, and lending), capital markets (investment banking, brokerage, asset management, and others), insurance companies, and others. According to the report, banks (commercial banking, retail banking, cards, and lending) accounted for the largest market share.

The surging demand for BFSI BPO services, particularly from banks encompassing commercial, retail, cards, and lending sectors, is primarily propelled by the ever-evolving regulatory landscape in the financial industry. Stringent regulations necessitate strict compliance and reporting standards, driving banks to seek specialized BPO providers with expertise in managing complex compliance processes. Moreover, the rapid technological advancements in fintech and digital banking have created a need for banks to enhance their customer experience and operational efficiency, prompting them to outsource non-core functions such as customer support and data management to BPO partners. Furthermore, the need for scalability and flexibility in response to fluctuating market demands further fuels the demand for BFSI BPO services as banks seek adaptable outsourcing partners to support their dynamic requirements in a rapidly changing financial landscape.

Breakup by Region:

North America

United States

Canada

Asia-Pacific

China

Japan

India

South Korea

Australia

Indonesia

Others

Europe

Germany

France

United Kingdom

Italy

Spain

Russia

Others

Latin America

Brazil

Mexico

Others

Middle East and Africa

North America exhibits a clear dominance, accounting for the largest BFSI BPO services market share

The market research report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America accounted for the largest market share.

North America boasts a robust and mature financial services industry, home to numerous banking and insurance giants with a substantial demand for outsourcing non-core functions to specialized BPO providers, which is presenting lucrative opportunities for market expansion. Besides this, stringent regulatory requirements in the region, such as Dodd-Frank and Basel III, have compelled financial institutions to seek specialized BPO partners with in-depth knowledge of compliance and risk management. Moreover, the region's time zone proximity to major financial hubs in Europe and its English-speaking population offers a strategic advantage for global BFSI firms looking to outsource functions such as customer support and data processing while ensuring seamless communication and service continuity, bolstering the market growth. Apart from this, the increasing adoption of digital banking and fintech innovations has spurred a demand for BPO services to assist in digital transformation initiatives, including the development of mobile apps, AI-powered chatbots, and data analytics, thereby strengthening the market growth.

Competitive Landscape:

The global BFSI BPO services market is characterized by intense competition driven by a dynamic blend of factors. The leading market players are continually adapting to the evolving industry landscape and adopting strategies to maintain their competitive edge. They recognize the importance of tailoring their services to meet the unique needs of individual clients. Key competitive drivers include technological innovation, with BPO companies striving to integrate advanced technologies like AI, automation, and blockchain into their solutions to enhance operational efficiency and data security. Building strong client relationships, maintaining a global footprint, and offering multi-lingual support also contribute to a competitive edge in this market. As financial institutions seek strategic partnerships to optimize their processes and improve customer experiences, the competitive landscape of BFSI BPO services continues to evolve, demanding innovation, agility, and expertise from providers.

The market research report has provided a comprehensive analysis of the competitive landscape. Detailed profiles of all major companies have also been provided. Some of the key players in the market include:

Accenture PLC

Cognizant

Concentrix Corporation

Genpact, IBM Corporation

Infosys Limited, Mphasis Limited

NTT Data Corporation

Tata Consultancy Services Limited

Wipro Limited

(Please note that this is only a partial list of the key players, and the complete list is provided in the report.)

Recent Developments:

In October 2022, IBM announced the extension of its embeddable artificial intelligence (AI) software portfolio with the release of three new libraries targeted to assist IBM Ecosystem partners, clients, and developers in building their AI-powered solutions and bringing them to market more efficiently, rapidly, and cost-effectively.

In October 2022, Accenture and Atlassian joined forces to provide businesses with enterprise agility services that help them get more out of their technology investments, provide better experiences for their customers and employees, adapt to changing circumstances, and enhance their market presence.

In July 2020, Cognizant acquired New Signature, the specialist in 'Cloud-Native Business Transformation", expanding Cognizant's hyper-scale cloud advisory services. It will provide the foundation for the new and dedicated group within Cognizant focused on Microsoft cloud solutions.

Key Questions Answered in This Report

  • 1. How big is the global BFSI BPO services market?
  • 2. What is the expected growth rate of the global BFSI BPO services market during 2024-2032?
  • 3. What are the key factors driving the global BFSI BPO services market?
  • 4. What has been the impact of COVID-19 on the global BFSI BPO services market?
  • 5. What is the breakup of the global BFSI BPO services market based on the service type?
  • 6. What is the breakup of the global BFSI BPO services market based on the enterprise size?
  • 7. What is the breakup of the global BFSI BPO services market based on the end user?
  • 8. What are the key regions in the global BFSI BPO services market?
  • 9. Who are the key players/companies in the global BFSI BPO services market?

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

  • 4.1 Overview
  • 4.2 Key Industry Trends

5 Global BFSI BPO Services Market

  • 5.1 Market Overview
  • 5.2 Market Performance
  • 5.3 Impact of COVID-19
  • 5.4 Market Forecast

6 Market Breakup by Service Type

  • 6.1 Customer Services
    • 6.1.1 Market Trends
    • 6.1.2 Market Forecast
  • 6.2 Finance and Accounting
    • 6.2.1 Market Trends
    • 6.2.2 Market Forecast
  • 6.3 Human Resource
    • 6.3.1 Market Trends
    • 6.3.2 Market Forecast
  • 6.4 KPO
    • 6.4.1 Market Trends
    • 6.4.2 Market Forecast
  • 6.5 Procurement and Supply Chain
    • 6.5.1 Market Trends
    • 6.5.2 Market Forecast
  • 6.6 Others
    • 6.6.1 Market Trends
    • 6.6.2 Market Forecast

7 Market Breakup by Enterprise Size

  • 7.1 Large Enterprises
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2 Small and Medium-sized Enterprises
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast

8 Market Breakup by End User

  • 8.1 Banks
    • 8.1.1 Market Trends
    • 8.1.2 Key Segment
      • 8.1.2.1 Commercial Banking
      • 8.1.2.2 Retail Banking
      • 8.1.2.3 Cards
      • 8.1.2.4 Lending
    • 8.1.3 Market Forecast
  • 8.2 Capital Markets
    • 8.2.1 Market Trends
    • 8.2.2 Key Segment
      • 8.2.2.1 Investment Banking
      • 8.2.2.2 Brokerage
      • 8.2.2.3 Asset Management
      • 8.2.2.4 Others
    • 8.2.3 Market Forecast
  • 8.3 Insurance Companies
    • 8.3.1 Market Trends
    • 8.3.2 Market Forecast
  • 8.4 Others
    • 8.4.1 Market Trends
    • 8.4.2 Market Forecast

9 Market Breakup by Region

  • 9.1 North America
    • 9.1.1 United States
      • 9.1.1.1 Market Trends
      • 9.1.1.2 Market Forecast
    • 9.1.2 Canada
      • 9.1.2.1 Market Trends
      • 9.1.2.2 Market Forecast
  • 9.2 Asia-Pacific
    • 9.2.1 China
      • 9.2.1.1 Market Trends
      • 9.2.1.2 Market Forecast
    • 9.2.2 Japan
      • 9.2.2.1 Market Trends
      • 9.2.2.2 Market Forecast
    • 9.2.3 India
      • 9.2.3.1 Market Trends
      • 9.2.3.2 Market Forecast
    • 9.2.4 South Korea
      • 9.2.4.1 Market Trends
      • 9.2.4.2 Market Forecast
    • 9.2.5 Australia
      • 9.2.5.1 Market Trends
      • 9.2.5.2 Market Forecast
    • 9.2.6 Indonesia
      • 9.2.6.1 Market Trends
      • 9.2.6.2 Market Forecast
    • 9.2.7 Others
      • 9.2.7.1 Market Trends
      • 9.2.7.2 Market Forecast
  • 9.3 Europe
    • 9.3.1 Germany
      • 9.3.1.1 Market Trends
      • 9.3.1.2 Market Forecast
    • 9.3.2 France
      • 9.3.2.1 Market Trends
      • 9.3.2.2 Market Forecast
    • 9.3.3 United Kingdom
      • 9.3.3.1 Market Trends
      • 9.3.3.2 Market Forecast
    • 9.3.4 Italy
      • 9.3.4.1 Market Trends
      • 9.3.4.2 Market Forecast
    • 9.3.5 Spain
      • 9.3.5.1 Market Trends
      • 9.3.5.2 Market Forecast
    • 9.3.6 Russia
      • 9.3.6.1 Market Trends
      • 9.3.6.2 Market Forecast
    • 9.3.7 Others
      • 9.3.7.1 Market Trends
      • 9.3.7.2 Market Forecast
  • 9.4 Latin America
    • 9.4.1 Brazil
      • 9.4.1.1 Market Trends
      • 9.4.1.2 Market Forecast
    • 9.4.2 Mexico
      • 9.4.2.1 Market Trends
      • 9.4.2.2 Market Forecast
    • 9.4.3 Others
      • 9.4.3.1 Market Trends
      • 9.4.3.2 Market Forecast
  • 9.5 Middle East and Africa
    • 9.5.1 Market Trends
    • 9.5.2 Market Breakup by Country
    • 9.5.3 Market Forecast

10 Drivers, Restraints, and Opportunities

  • 10.1 Overview
  • 10.2 Drivers
  • 10.3 Restraints
  • 10.4 Opportunities

11 Value Chain Analysis

12 Porters Five Forces Analysis

  • 12.1 Overview
  • 12.2 Bargaining Power of Buyers
  • 12.3 Bargaining Power of Suppliers
  • 12.4 Degree of Competition
  • 12.5 Threat of New Entrants
  • 12.6 Threat of Substitutes

13 Price Analysis

14 Competitive Landscape

  • 14.1 Market Structure
  • 14.2 Key Players
  • 14.3 Profiles of Key Players
    • 14.3.1 Accenture PLC
      • 14.3.1.1 Company Overview
      • 14.3.1.2 Product Portfolio
      • 14.3.1.3 Financials
      • 14.3.1.4 SWOT Analysis
    • 14.3.2 Cognizant
      • 14.3.2.1 Company Overview
      • 14.3.2.2 Product Portfolio
      • 14.3.2.3 Financials
      • 14.3.2.4 SWOT Analysis
    • 14.3.3 Concentrix Corporation
      • 14.3.3.1 Company Overview
      • 14.3.3.2 Product Portfolio
      • 14.3.3.3 Financials
    • 14.3.4 Genpact
      • 14.3.4.1 Company Overview
      • 14.3.4.2 Product Portfolio
      • 14.3.4.3 Financials
      • 14.3.4.4 SWOT Analysis
    • 14.3.5 IBM Corporation
      • 14.3.5.1 Company Overview
      • 14.3.5.2 Product Portfolio
      • 14.3.5.3 Financials
      • 14.3.5.4 SWOT Analysis
    • 14.3.6 Infosys Limited
      • 14.3.6.1 Company Overview
      • 14.3.6.2 Product Portfolio
      • 14.3.6.3 Financials
      • 14.3.6.4 SWOT Analysis
    • 14.3.7 Mphasis Limited
      • 14.3.7.1 Company Overview
      • 14.3.7.2 Product Portfolio
      • 14.3.7.3 Financials
    • 14.3.8 NTT Data Corporation
      • 14.3.8.1 Company Overview
      • 14.3.8.2 Product Portfolio
      • 14.3.8.3 Financials
      • 14.3.8.4 SWOT Analysis
    • 14.3.9 Tata Consultancy Services Limited
      • 14.3.9.1 Company Overview
      • 14.3.9.2 Product Portfolio
      • 14.3.9.3 Financials
      • 14.3.9.4 SWOT Analysis
    • 14.3.10 Wipro Limited
      • 14.3.10.1 Company Overview
      • 14.3.10.2 Product Portfolio
      • 14.3.10.3 Financials