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The BPO sector is changing fast. This report outlines the anticipated changes in the UK market during 2016, explaining which trends will have the biggest impact, and highlighting who will benefit from these developments.


  • The last 12 months have seen the global BPO industry undergo significant change, and this upheaval is set to continue in 2016. The UK has been, and will continue to be, at the forefront of these developments, due to the maturity of its BPO sector.
  • As the sector transitions to a new way of doing business, we also expect there to be some changes in the competitive landscape, with the prospect of some significant merger and acquisition (M&A) activity.

Features and Benefits

  • Identifies the key trends that will have an impact on the UK BPO market in 2016.
  • Analyzes how these trends will affect both BPO vendors and their clients.

Key questions answered

  • What key trends will affect the UK BPO market in 2016?
  • What impact will these trends have, both on BPO vendors and on end users?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for vendors

Business trends and technology enablers

  • Developments in the UK BPO industry

Moving towards the new BPO marketplace

  • Dramatic shifts are under way in the UK BPO sector
  • "The future of BPO will be as-a-service"
  • Are enterprises ready for the "new BPO"?

The potential for significant M&A activity in 2016

  • Vendors have had to adapt to changing market conditions


  • Methodology
  • Further reading
  • Author

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