Business Process Outsourcing in Australia - Industry Market Research Report

Out of office: Firms are benefiting from increased outsourcing, but contending with offshore options

The Business Process Outsourcing (BPO) industry provides a variety of back and front office functions to businesses, including call centre operations, IT services, debt collection and recruitment services. Although many companies undertake these tasks in-house, BPO firms can typically perform these processes more efficiently and at a lower cost because of their greater expertise and economies of scale. Outsourcing also allows companies to focus on performing higher value activities. For this reason, downstream businesses have increasingly demanded the industry's services, underpinning industry revenue growth. Industry-wide revenue has been growing over the past five years at an expected annualised 1.6% and is set to total $42.7 billion in 2022-23, when revenue will jump by an anticipated 1.2%. The industry provides a range of third-party outsourcing services on a contract basis. Clients outsource specific operations and business functions, including both back office and front office tasks. Industry players operate, administer and manage these functions based on defined and measurable performance metrics. This report covers the scope, size, disposition and growth of the industry including the key sensitivities and success factors. Also included are five year industry forecasts, growth rates and an analysis of the industry key players and their market shares.