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Introduction

Using data gathered from Ovum’s IT Services Contracts Analytics, this report seeks to assess the current state of the BPO market in the UK, including analysis of the potential opportunities for vendors in both the private and public sectors.

Highlights

  • These are interesting times for the UK BPO industry. The level of activity, at least in terms of contract announcements, may have dropped somewhat from the peak of 2013, but there is plenty of anecdotal evidence to suggest that demand remains buoyant, across both the private and public sectors.
  • The competitive landscape of the UK BPO market also continues to evolve. Ovum’s analysis confirms Capita’s position as the dominant vendor but, behind it, is a chasing pack that includes many of the biggest names in the global IT services industry, alongside smaller local providers.

Features and Benefits

  • Uses Ovum’s data gathered from Ovum’s IT Services Contracts Analytics to assess the current state of the UK BPO market.
  • Evaluates the competitive landscape of the UK BPO market.

Key questions answered

  • What are the current trends in UK BPO contract signings?
  • Who are the leading providers in the UK BPO market?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for vendors

The UK boasts a major BPO market

  • Contracts data demonstrates the sector's significance
  • Shifting towards smaller, shorter engagements
  • Large BPO projects are still being awarded in the UK
  • Enterprises prefer to focus on a specific function or process

The UK BPO market has a complex competitive landscape

  • Categorizing a fragmented marketplace

Appendix

  • Methodology
  • Further reading
  • Author

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