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BPS Market Development

Insightful analysis of BPS market developments. The BPS Market Development program provides a comprehensive overview of BPS markets with a focus on market developments and market forecasting by industry, service line and geography. The program provides timely identification of changes in market opportunity and service delivery mechanisms, and helps organizations understand, adopt, and optimize the next generation of business process models.

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Contracts Database

for BPS Market Development

Track the pattern of service adoption by monitoring BPS Market Development contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

These documents are available to logged in clients that have purchased access to this program.

  • BPO Index - April 2015

    Apr 08, 2015 | Contract Analysis by John Willmott

    NelsonHall's "BPO Index - April 2015" report is one of a series of quarterly reports for tracking trends in the levels and nature of BPO contract activity. The analysis focuses on trends in BPO contract activity in Q1 2015 and over the past 12 months, and is global in scope. In addition to covering all geographies, the analysis covers all industry [...]
    view this reportdownload abstract
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Confidence Index:

for BPS Market Development

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within BPS Market Development

Join NelsonHall BPS Market Development Confidence Index:

Every quarter NelsonHall publishes the NelsonHall BPS Market Development Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global BPS Market Development market.

For a sample report and details of how to join NelsonHall's BPS Market Development Confidence Index, please contact us

BPO Market Development Videos

John Willmott, NelsonHall's CEO, providing key insights and data on the Global BPO Market

What you get from this program

NelsonHall's BPO Market Development program supports you in enhancing your organization's sourcing performance. It will help you to:

  • Analyze how BPO can be applied to your organization
  • Assess the scope of BPO that can be outsourced and why
  • Quantify the benefits and risks associated with outsourcing processes within your wider business
  • Identify the most appropriate vendors and understand their individual areas of activity
  • Learn from the experience of other organizations in your sector that have already outsourced business processes
  • Keep abreast of changing emphases within BPO.


It also provides expert support to BPO service providers, specifically business development and marketing personnel, helping them to:

  • Increase bid success through improved positioning of proposals against client requirements
  • Maintain the competitiveness of current service offerings
  • Identify emerging requirements and service opportunities
  • Track key developments within the BPO marketplace, including contract awards and new service announcements
  • Support business plan development.

featured market analyses
in BPS Market Development:

  • Business Process Services in the Commercial Property & Casualty Insurance Sector: 2017

    Dec 21, 2017 | Market Analysis by John Willmott

    NelsonHall’s “Business Process Services in the Commercial P&C Insurance Sector: 2017” 70-page report is based on global interviewing of senior executives across the commercial property & casualty insurance sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes th [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • End-to-End Process Digitalization Is A Key Priority
    • A Widespread Approach to Process Transformation
    • Sector Transformation Creates Additional Opportunities for BPS
    • Market Developments & Forecast
    • Market Forecast
    • BPS Market Shares
    • Key Business Issues & Initiatives
    • Market Change
    • Key Organizational Initiatives
    • Improving the Economics of the business
    • Creating the Digital enterprise
    • Operational Transformation Initiatives
    • Operations Transformation Intentions
    • Operational transformational Initiatives
    • Approach to Operational Transformation
    • Use of BPS to Drive Operational Transformation
    • Impact of PESTLE Factors on Sourcing and Shoring
    • Impact of Automation on Sourcing and Shoring
    • Approach to Automation
    • Implications for Staffing & BPO
    • Overall Trends
    • Reduction in overall resource levels
    • Shifting skills profile
    • Changing expectations from BPS Suppliers
    • Impact of PESTLE Factors
    • Impact on BPS Shoring Profile
    • Impact on Internal Staffing
    • Impact on White-Collar Staffing
    • BPS Spend and Productivity
    view this reportdownload abstract

  • Business Process Services in the Retail Banking Sector: 2017

    Dec 21, 2017 | Market Analysis by John Willmott

    NelsonHall’s “Business Process Services in the Retail Banking Sector: 2017” 82-page report is based on global interviewing of senior executives across the retail banking sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issues faced by retail [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Retail Banks Seeking End-to-End Process Digitalization
    • BPS Together with Automation Key to Operational Transformation
    • 42% of Retail Banks Will Allow BPS Vendors to Retain Numbers of Contract Personnel by Extending Process Scope
    • Market Forecast
    • BPS Market Shares
    • Market Trends
    • The Digital Business Model
    • Retail Banks as Utilities - Increased Commoditization
    • Physical Assets being Replaced by Digital Presence
    • Universalization of the Retail Banking Product - Bringing Down the Walls
    • Rearchitecting Processes and the Technology Infrastructure
    • The Data Explosion
    • The Retail Banking Experience – Changing Customer Expectations
    • Proliferation of the interaction channels for the customer
    • The Rise of the “Digital Experience”
    • Macro-Economic Shifts
    • Growing Regulatory Pressures
    • Identifying New Avenues of Growth
    • The Talent Conundrum
    • Key Business Issues & Initiatives
    • Key Business Issues
    • Key Organizational initiatives
    • Getting Fit
    • Preparing for the Future
    • Operational Transformation Initiatives
    • Process Transformation Intentions
    • Approach to Operational Transformation
    • Use of BPS to Drive Operation Transformation
    • Impact of PESTLE Factors on Sourcing and Shoring
    • Impact of Automation on Sourcing & Shoring
    • Impact of Digital Transformation on Staffing & BPO
    • Resource reduction
    • Emerging roles in the digital technology space
    • Shift from the use of contingent staff to BPO suppliers
    view this reportdownload abstract

  • Business Process Services in Property & Casualty Insurance

    Oct 26, 2016 | Market Analysis by John Willmott

    NelsonHall’s “Business Process Services in Property & Casualty Insurance: 2016” 117-page report is based on global interviewing of senior executives across the property & casualty sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issue [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Reducing the Cost of Customer Administration is the Major Business Issue for Property & Casualty Firms
    • P&C Firms’ Aim to Digitalize to Reduce Costs in Both Front- and Back-Office while Launching New Products & Services
    • Property & Casualty Sector Forecasts 2.8% Increase in BPS Spend in 2016
    • Standalone BPaaS Adoption Strongly Favored by Property & Casualty Sector over Next Three Years
    • Property & Casualty Insurance Market Forecast & Vendor Market Shares
    • Property & Casualty BPS Market Forecast
    • BPS Vendor Shares: Property & Casualty
    • Key Business Issues & Initiatives
    • Key Business Issues
    • Operational Initiatives Planned
    • Operations Enhancements Planned
    • Operations Satisfaction & Pain Points
    • Process Suitability to Support Future Business
    • Process Pain Points
    • Satisfaction with, and Attitudes to, BPS
    • Satisfaction with Delivery of BPS Services
    • Attitudes to Vendor Approaches
    • BPS Service Improvement Requirements
    • BPS Adoption by Model Type
    • BPS Purchasing & Spend Intentions
    • Forecast Shifts in Sourcing
    • Planned BPS Adoption by Process
    • BPS Spend Growth & Productivity Improvements Sought
    • Changing Contractual Approaches
    • BPS Pricing Mechanism Trends
    • BPS Contract Length Trends
    view this reportdownload abstract

  • Business Process Services in the Retail Sector: 2016

    Oct 20, 2016 | Market Analysis by John Willmott

    NelsonHall’s “Business Process Services in the Retail Sector: 2016” 63-page report is based on global interviewing of senior executives across the retail sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issues faced by retail firms over the p [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Enhancing e-Commerce Capability & Speed-to-Market Remain Major Business Issues for Retail Firms
    • Retail Firms Aim to Generate New Revenue Streams while Automating Back-Office Operations to Improve Fulfillment and Enhance the Customer Experience
    • Retail Sector Forecasts 4.5% Increase in BPS Spend
    • Standalone BPaaS Adoption Strongly Favored by Retail Sector over Next Three Years
    • Market Forecast
    • Retail BPS Market Forecast
    • BPS Vendor Shares: Retail
    • Key Business Issues & Initiatives
    • Key Business Issues
    • Operational Initiatives Planned
    • Operations Enhancements Planned
    • Operations Satisfaction & Pain Points
    • Process Suitability to Support Future Business
    • Process Pain Points
    • Satisfaction with, and Attitudes to, BPS
    • Satisfaction with Delivery of BPS Services
    • Attitudes to Vendor Approaches
    • BPS Service Improvement Requirements
    • BPS Adoption by Model Type
    • BPS Purchasing & Spend Intentions
    • Forecast Shifts in Sourcing
    • Planned BPS Adoption by Process
    • BPS Spend Growth & Productivity Improvements Sought
    • Changing Contractual Approaches
    • BPS Pricing Mechanism Trends
    • BPS Contract Length Trends
    view this reportdownload abstract

  • Business Process Services in the Life Insurance Sector: 2016

    Feb 26, 2016 | Market Analysis by John Willmott

    NelsonHall’s “Business Process Services in the Life Insurance Sector: 2016” 64 page report is based on global interviewing of senior executives across the life insurance sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issues faced by life in [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Reducing Cost of Policy Administration through Digitizing & Automating Back-Office Operations is Key Priority for Life Insurance Companies
    • Life Insurance Sector Forecasts 3.2% Increase in BPS Spend in 2016
    • Life Insurance Companies Would Like BPS Vendors to Reduce Process Costs by Using Analytics to Incorporate Process Learning
    • Standalone BPaaS Using Standard Vendor Process Models Strongly Favored by Life Insurance Sector over Next Three Years
    • Life Insurance Market Forecast & Vendor Market Shares
    • Life Insurance BPS Market Forecast
    • BPS Vendor Shares: Life Insurance
    • Key Business Issues & Initiatives
    • Key Business Issues
    • Operational Initiatives Planned
    • Operations Enhancements Planned
    • Operations Satisfaction & Pain Points
    • Process Suitability to Support Future Business
    • Current Satisfaction with BPS Service Delivery and Acceptance of New Delivery Models
    • Satisfaction with Delivery of BPS Services
    • Attitudes to Vendor Approaches
    • BPS Service Improvement Requirements
    • BPS Adoption by Model Type
    • BPS Purchasing & Spend Intentions
    • Forecast Shifts in Sourcing
    • Planned BPS Adoption by Process
    • BPS Spend Growth & Productivity Improvements Sought
    • Changing Contractual Approaches
    • BPS Pricing Mechanism Trends
    • BPS Contract Length Trends
    view this reportdownload abstract

  • Business Process Services in Capital Markets Sector

    Feb 09, 2016 | Market Analysis by John Willmott

    NelsonHall’s “Business Process Services in the Capital Markets Sector: 2016” 68 page report is based on global interviewing of senior executives across the capital markets sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issues faced by [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Regulatory Change & Compliance Remains the Major Business Issue for Capital Markets Firms
    • Capital Markets Firms’ Aim to Digitalize to Reduce Costs in Both Front- and Back-Office while Changing their Geographic Footprints
    • Capital Markets Sector Forecasts 3.3% Increase in BPS Spend in 2016
    • Standalone BPaaS Adoption Strongly Favored by Capital Markets Sector over Next Three Years
    • Capital Markets Market Forecast & Vendor Market Shares
    • Capital Markets BPS Market Forecast
    • BPS Vendor Shares: Capital Markets
    • Key Business Issues & Initiatives
    • Key Business Issues
    • Operational Initiatives Planned
    • Operations Enhancements Planned
    • Operations Satisfaction & Pain Points
    • Process Suitability to Support Future Business
    • Process Pain Points
    • Current Satisfaction with BPS Service Delivery and Acceptance of New Delivery Models
    • Satisfaction with Delivery of BPS Services
    • Attitudes to Vendor Approaches
    • BPS Service Improvement Requirements
    • BPS Adoption by Model Type
    • BPS Purchasing & Spend Intentions
    • Forecast Shifts in Sourcing
    • Planned BPS Adoption by Process
    • BPS Spend Growth & Productivity Improvements Sought
    • Changing Contractual Approaches
    • BPS Pricing Mechanism Trends
    • BPS Contract Length Trends
    view this reportdownload abstract

  • Business Process Services in Retail & Commercial Banking

    Feb 02, 2016 | Market Analysis by John Willmott

    NelsonHall’s “Business Process Services in the Retail & Commercial Banking Sector: 2016” 64 page report is based on global interviewing of senior executives across the retail & commercial banking sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principa [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Retail & Commercial Banks Targeting 4.9% Productivity Improvement in 2016
    • Retail & Commercial Bank Initiatives Aim to Drive Customer Impact, Re-Invention of Business Propositions, and Cost Reduction
    • Retail & Commercial Banks Forecast 6.7% Increase in BPS Spend in 2016
    • Standalone BPaaS Adoption Strongly Favored by Retail & Commercial over Next Three Years
    • Retail & Commercial Banking Market Forecast & Vendor Market Shares
    • Retail & Commercial Banking Market Forecast
    • BPS Vendor Market Shares: Retail & Commercial Banking
    • Key Business Issues & Initiatives
    • Key Business Issues
    • Operational Initiatives Planned
    • Operations Enhancements Planned
    • Operations Satisfaction & Pain Points
    • Process Suitability to Support Future Business
    • Process Pain Points
    • Current Satisfaction with BPS Service Delivery and Acceptance of New Delivery Models
    • Satisfaction with Delivery of BPS Services
    • Attitudes to Vendor Approaches
    • BPS Service Improvement Requirements
    • BPS Adoption by Model Type
    • BPS Purchasing & Spend Intentions
    • Forecast Shifts in Sourcing
    • Planned BPS Adoption by Process
    • BPS Spend Growth & Productivity Improvements Sought
    • Changing Contractual Approaches
    • BPS Pricing Mechanism Trends
    • BPS Contract Length Trends
    view this reportdownload abstract

  • BPS Opportunities in the Pharmaceuticals Sector: 2015

    Jul 02, 2015 | Market Analysis by John Willmott

    NelsonHall's "BPS Opportunities in the Pharmaceuticals Sector: 2015" report is a comprehensive market assessment report designed for: Sourcing managers investigating sourcing developments within the pharmaceuticals sector Vendor marketing, sales and business managers developing strategies to target business process service (BPS) opportunities with [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Increasing Revenues from Emerging Country Markets Remains Leading Emphasis for Pharmaceutical Companies
    • Pharmaceutical Companies Increasingly Turning to BPS/BPO
    • BPO Purchasing Intentions Highest for Document Management, Finance & Accounting, and Clinical Trials Administration
    • Forty Per Cent of Pharmaceutical Companies Show High Level of Intent to Outsource or Divest Existing Shared Service Centers
    • Market Forecast
    • Key Business Issues & Initiatives
    • Key Business Issues
    • Levels of Cost Reduction Sought
    • Customer Experience Improvement Initiatives
    • Emerging Market Initiatives
    • Shared Service Centers
    • Current Shared Service Center Implementation
    • Satisfaction with Shared Service Centers
    • Shared Service Center Initiatives
    • Sourcing Strategy & Use of BPO
    • Shifts in Sourcing Strategy
    • Delivery Mix Suitability & Initiatives
    • BPO Purchasing Intentions
    • Satisfaction with BPO Services
    • Key BPO Service Provider Initiatives Sought
    • BPO Expenditure and Purchasing Intentions
    • Changes in Business Metrics Sought
    view this reportdownload abstract

  • BPO Opportunities in the Logistics Sector: 2015

    May 20, 2015 | Market Analysis by John Willmott

    NelsonHall's "BPO Opportunities in the Logistics Sector: 2015" is a comprehensive market analysis report designed for sourcing managers investigating sourcing developments within BPO in the logistics sector. The report analyzes the BPO opportunities in 2015 based on the perspectives of executives in these sectors, and consists of 53 pages. [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Logistics Companies Express Moderate Satisfaction with Existing Shared Service Centers
    • Logistics Companies Need to Change Their Delivery Location Mix
    • Sourcing Strategies within Logistics Companies Shifting in Favor of BPO
    • Market Forecast
    • Key Business Issues & Initiatives
    • Key Business Issues & Operational Outcomes Sought
    • Levels of Cost Reduction Sought
    • Customer Experience Improvement Initiatives
    • Emerging Market Initiatives
    • Shared Service Centers Initiatives
    • Current Shared Service Center Implementation
    • Satisfaction with Shared Service Centres
    • Shared Service Center Initiatives
    • Sourcing Strategy & Use of BPO
    • Shifts in Sourcing Strategy
    • Delivery Mix Suitability & Initiatives
    • BPO Purchasing Intentions
    • Satisfaction with BPO Services
    • Key BPO Service Provider Initiatives Sought
    • BPO Expenditure and Purchasing Intentions
    • Changes in Business Metrics Sought
    view this reportdownload abstract

  • BPO Opportunities in Retail, CPG and High-Tech: 2015

    May 18, 2015 | Market Analysis by John Willmott

    NelsonHall's "BPO Opportunities in Retail, CPG & High-Tech: 2015" is a comprehensive market analysis report designed for sourcing managers investigating sourcing developments within BPO in the retail, CPG, and high-tech sectors. The report analyzes the BPO opportunities in 2015 based on the perspectives of executives in these sectors, and consi [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • High Tech Sector Industry-Specific Outsourcing Opportunities in Warranty Administration
    • CPG Sector Industry-Specific Outsourcing Opportunities in Promotions Administration
    • Retail Sector Industry-Specific Outsourcing Opportunities in Supply Chain Administration
    • BPO Service Providers Need to Emphasize Process Consulting Capability & Demonstrate Vision of the Future for End-to-End Processes
    • Market Forecast
    • Key Business Issues & Initiatives
    • Key Business Issues
    • Levels of Cost Reduction Sought
    • Customer Experience Improvement Initiatives
    • Emerging Market Initiatives
    • Shared Service Centers
    • Current Shared Service Center Implementation
    • Satisfaction with Shared Service Centers
    • Shared Service Center Initiatives
    • Sourcing Strategy & Use of BPO
    • Shifts in Sourcing Strategy
    • Delivery Mix Suitability & Initiatives
    • BPO Purchasing Intentions
    • Satisfaction with BPO Services
    • Key BPO Service Provider Initiatives Sought
    • BPO Expenditure and Purchasing Intentions
    • Changes in Business Metrics Sought
    view this reportdownload abstract
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NelsonHall's Self-Service Forecast Tool

This new tool is aimed at assisting executives in accessing the precise market size, growth, and vendor share information they require rapidly and cost-effectively, in support of more-informed decision-making.

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Market forecasts:

  • Global BPS Market Forecast: 2018 - 2022

    Jun 01, 2018 | Market Forecast by John Willmott

    NelsonHall's "BPS Market Forecast: 2018-2022" consists of 304 pages. It is a comprehensive forecast of the BPS sector and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of  81 BPS service lines, 39 geo [...]
    view this reportdownload abstract

  • Global BPS Market Forecast: 2017 - 2021

    May 12, 2017 | Market Forecast by John Willmott

    NelsonHall's "BPS Market Forecast: 2017-2021" consists of 305 pages. It is a comprehensive forecast of the BPS sector and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of  81 BPS service lines, 39 geo [...]
    view this reportdownload abstract

  • Global BPS Market Forecast: 2016 - 2020 Version 1.1

    Jun 02, 2016 | Market Forecast by John Willmott

    NelsonHall's "BPS Market Forecast: 2016-2020" consists of 307 pages. It is a comprehensive forecast of the BPS sector and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of 81 BPS service lines, 39  [...]
    view this reportdownload abstract

  • Global BPO Market Forecast: 2015 - 2019

    Nov 11, 2015 | Market Forecast by John Willmott

    NelsonHall's "BPO Market Forecast: 2015-2019" consists of 256 pages. It is a comprehensive forecast of the BPO sector and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of 80 BPO service lines, 40 geog [...]
    view this reportdownload abstract

  • Global BPO Market Forecast: 2014 - 2018 Version 1.2

    Jun 06, 2014 | Market Forecast by John Willmott

    NelsonHall's "BPO Market Forecast: 2014-2018" consists of 261 pages. The nature of the BPO market is increasingly being impacted by changes in the ways in which organizations address governance and management of processes, both internal and external, and by the increasing maturity of BPO delivery. Essentially both internal service delivery within o [...]
    view this reportdownload abstract
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