Business Process Outsourcing Services in the UK - Market Research Report (2014-2029)
London, United Kingdom
Last Updated: September 2024
SIC SP0.078Revenue
£73.4bn
Past 5-Year Growth
Profit
£X.Xbn
Employees
722k
Businesses
167k
Wages
£XX.Xbn
Business Process Outsourcing Services in the UK industry analysis
Business process outsourcing (BPO) companies provide services to clients in all sectors of the economy, with the financial services and public sectors being particularly important markets. Expanding IT adoption and government expenditure have incentivised businesses to invest more heavily in IT systems and upgrades, supporting demand for BPO services. Industry revenue is expected to contract at a compound annual rate of 3% over the five years through 2024-25 to £73.4 billion, including estimated growth of 3.7% in 2024-25.
Trends and Insights
- Subsiding inflation encourages growth. Following a period of high inflation and weak business confidence, easing inflation and lower interest rate cuts in 2024-25 stand to boost business investment and expenditure on BPO services.
- Remote work underpins software consulting demand. A transition to remote work policies, accelerated by the pandemic, has pushed businesses to seek recommendations on their software systems and computing practices.
- London attracts BPO service providers. The city's status as a major business hub, combined with government promotion of tech development, creates an inviting environment for these companies.
- BPO providers’ competitiveness is mostly determined by price. Most companies outsource business processes to save on costs, so offering competitive pricing is key to securing business, especially for smaller providers.
Industry Overview
Market size and recent performance (2014-2029)
Industry revenue has declined at a CAGR of 3.0 % over the past five years, to reach an estimated £73.4bn in 2024.
Trends and Insights
COVID-19 slashed business confidence, making companies less willing to outsource
- Demand for HR management services and accounting and finance services came to a standstill during the height of the pandemic as businesses downscaled their operations, froze hiring initiatives and furloughed workers.
- Additional trends and insights available with purchase
Source: IBISWorld
Industry outlook (2024-2029)
Market size is projected to grow over the next five years.
Trends and Insights
Expanding economic activity will boost growth
- The number of UK businesses will continue its long-term trend and expand, widening the pool of clients available to BPO service providers.
Biggest companies in the Business Process Outsourcing Services in the UK
| Company | Market Share (%)
2025 | Revenue (£m)
2025 |
|---|---|---|
Capgemini UK plc | 2,617.5 | |
IBM United Kingdom Ltd | 2,055.1 | |
Capita plc | 1,871.7 |
To view the market share and analysis for all 4 top companies in this industry, view purchase options.
Products & Services Segmentation
Source: IBISWorld
Industry revenue is measured across several distinct product and services lines, including Customer relationship management , Hardware consulting and Human resource management . Customer relationship management is the largest segment of the Business Process Outsourcing Services in the UK.
Trends and Insights
Remote working boosts demand for software consulting
- This segment includes scrutinising and recommending improvements to software systems, databases and overall computing procedures.
- More insights available in the full report
Widen you competitive advantage with related industries
Competitors
- Bookkeeping in the UK
- Human Resources Provision in the UK
- Call Centres in the UK
- Procurement Outsourcing Services in the UK
Complementors
- There are no industries to display.
International industries
- Global HR & Recruitment Services
- Business Process Outsourcing Services in the US
- Business Process Outsourcing in Australia
Table of Contents
About this industry
Industry definition
Companies in this industry provide third-party business process outsourcing services on a contract basis. Clients outsource specific operations and business functions, including both back- and front-office tasks, to players in this industry. Industry operators also provide expert advice and assistance by planning and designing computer systems that integrate computer hardware, software and communication technologies. Facilities management services are not included in this industry.
What's included in this industry?
Customer relationship management Hardware consultingHuman resource management Accounting and finance Admin and research servicesBusiness consultingSystems and technical consultingSoftware ConsultingCompanies
Capgemini UK plcIBM United Kingdom LtdCapita plcPurchase this report to view all 4 major companies in this industry.
Related Terms
FRONT OFFICEBACK OFFICECLOUDIndustry Code
SIC 78.3 - Business Process Outsourcing Services in the UK
Performance
Get an indication of the industry's health through historical, current and forward-looking trends in the performance indicators that make or break businesses.
Analyst insights
Subsiding inflation encourages growth. Following a period of high inflation and weak business confidence, easing inflation and lower interest rate cuts in 2024-25 stand to bo...
In this chapter (4)
- Current Performance
- Outlook
- Volatility
- Life Cycle
Key metrics
- Annual Revenue, Recent Growth, Forecast, Revenue Volatility
- Number of Employees, Recent Growth, Forecast, Employees per Business, Revenue per Employee
- Number of Businesses, Recent Growth, Forecast, Employees per Business, Revenue per Business
- Total Profit, Profit Margin, Profit per Business
Charts
- Revenue, including historical (2014-2023) and forecast (2024-2029)
- Employees, including historical (2014-2023) and forecast (2024-2029)
- Businesses, including historical (2014-2023) and forecast (2024-2029)
- Profit, including historical (2014-2024)
- Industry Volatility vs. Revenue Growth
- Industry Life Cycle
Detailed analysis
- Trends in supply, demand and current events that are driving current industry performance
- Expected trends, economic factors and ongoing events that drive the industry's outlook
- Key success factors for businesses to overcome volatility
- How contribution to GDP, industry saturation, innovation, consolidation, and technology and systems influence the industry's life cycle phase.
Products and Markets
Learn about an industry's products and services, markets and trends in international trade.
Analyst insight
Remote work underpins software consulting demand. A transition to remote work policies, accelerated by the pandemic, has pushed businesses to seek recommendations on their so...
In this chapter
- Products & Services
- Major Markets
Key metrics
- Largest market segment and value in 2024
- Product innovation level
Charts
- Products & services segmentation in 2024
- Major market segmentation in 2024
Detailed analysis
- Trends impacting the recent performance of the industry's various segments
- Innovations in the industry's product or service offering, specialization or delivery method
- Key factors that successful businesses consider in their offerings
- Buying segments and key trends influencing demand for industry products and services
Geographic Breakdown
Discover where business activity is most concentrated in an industry and the factors driving these trends to find opportunities and conduct regional benchmarking.
Analyst insights
London attracts BPO service providers. The city's status as a major business hub, combined with government promotion of tech development, creates an inviting environment for ...
In this chapter (1)
- Business Locations
Charts
- Share of revenue, establishment, wages and employment in each region
- Share of population compared to establishments in each region in 2024
Tables
- Number and share of establishments in each region in 2024
- Number and share of revenue each region accounts for in 2024
- Number and share of wages each region accounts for in 2024
- Number and share of employees in each region in 2024
Detailed analysis
- Geographic spread of the industry across Europe, and trends associated with changes in the business landscape
- Key success factors for businesses to use location to their advantage
Competitive Forces
Get data and insights on what's driving competition in an industry and the challenges industry operators and new entrants may face, with analysis built around Porter's Five Forces framework.
Analyst insights
BPO providers’ competitiveness is mostly determined by price. Most companies outsource business processes to save on costs, so offering competitive pricing is key to securing...
In this chapter (4)
- Concentration
- Barriers to Entry
- Substitutes
- Buyer & Supplier Analysis
Key metrics
- Industry concentration level
- Industry competition level and trend
- Barriers to entry level and trend
- Substitutes level and trend
- Buyer power level and trend
- Supplier power level and trend
Charts
- Market share concentration among the top 4 suppliers from 2019-2024
- Supply chain including upstream supplying industries and downstream buying industries, flow chart
Detailed analysis
- Factors impacting the industry’s level of concentration, such as business distribution, new entrants, or merger and acquisition activity.
- Key success factors for businesses to manage the competitive environment of the industry.
- Challenges that potential industry entrants face such as legal, start-up costs, differentiation, labor/capital intensity and capital expenses.
- Key success factors for potential entrants to overcome barriers to entry.
- Competitive threats from potential substitutes for the industry’s own products and services.
- Key success factors for how successful businesses can compete with substitutes.
- Advantages that buyers have to keep favorable purchasing conditions.
- Advantages that suppliers have to maintain favorable selling conditions.
- Key success factors for how businesses can navigate buyer and supplier power.
Companies
Learn about the performance of the top companies in the industry.
Analyst insights
Most BPO providers are independent. Although many large consulting groups are acquiring smaller BPO companies and growing their presence across the UK, most providers focus o...
In this chapter
- Market Share Concentration
- Companies
- Company Spotlights
Charts
- Industry market share by company in 2020 through 2024
- Major companies in the industry, including market share, revenue, profit and profit margin in 2024
- Overview of Capgemini UK plc's performance by revenue, market share and profit margin from 2018 through 2024
- Overview of IBM United Kingdom Ltd's performance by revenue, market share and profit margin from 2018 through 2024
- Overview of Capita plc's performance by revenue, market share and profit margin from 2018 through 2024
- Overview of revenue, market share and profit margin trend for one additional company
Detailed analysis
- Description and key data for Capgemini UK plc, and factors influencing its performance in the industry
- Description and key data for IBM United Kingdom Ltd, and factors influencing its performance in the industry
- Description and key data for Capita plc, and factors influencing its performance in the industry
- Description, key data and performance trends for one additional company
External Environment
Understand the demographic, economic and regulatory factors that shape how businesses in an industry perform.
Analyst insights
BPO providers face strict data and employee safety laws. They must respect the GDPR, comply with the Employment Rights Act 1996 and adhere to the Health and Safety at Work et...
In this chapter
- External Drivers
- Regulation & Policy
- Assistance
Key metrics
- Regulation & policy level and trend
- Assistance level and trend
Charts
- Regulation & Policy historical data and forecast (2014-2029)
- Assistance historical data and forecast (2014-2029)
Detailed analysis
- Demographic and macroeconomic factors influencing the industry, including Regulation & Policy and Assistance
- Major types of regulations, regulatory bodies, industry standards or specific regulations impacting requirements for industry operators
- Key governmental and non-governmental groups or policies that may provide some relief for industry operators.
Financial Benchmarks
View average costs for industry operators and compare financial data against an industry's financial benchmarks over time.
Analyst insights
Inflationary pressures hinder profit. Harsh market conditions, including economic uncertainty and higher costs, have weighed on business confidence and constrained profitabil...
In this chapter
- Cost Structure
- Financial Ratios
- Key Ratios
Key metrics
- Profit margin, and how it compares to the sector-wide margin
- Average wages, and how it compares to the sector-wide average wage
- Largest cost component as a percentage of revenue
- Industry average ratios for days' receivables, industry coverage and debt-to-net-worth ratio
Charts
- Average industry operating costs as a share of revenue, including purchases, wages, depreciation, utilities, rent, other costs and profit in 2024
- Average sector operating costs as a share of revenue, including purchases, wages, depreciation, utilities, rent, other costs and profit in 2024
- Investment vs. share of economy
Data tables
- Liquidity Ratios (2018-2022)
- Coverage Ratios (2018-2022)
- Leverage Ratios (2018-2022)
- Operating Ratios (2018-2022)
- Assets (2018-2022)
- Liabilities (2018-2022)
- Cash Flow & Debt Service Ratios (2014-2029)
- Revenue per Employee (2014-2029)
- Revenue per Enterprise (2014-2029)
- Employees per Establishment (2014-2029)
- Employees per Enterprise (2014-2029)
- Average Wage (2014-2029)
- Wages/Revenue (2014-2029)
- Establishments per Enterprise (2014-2029)
- IVA/Revenue (2014-2029)
- Imports/Demand (2014-2029)
- Exports/Revenue (2014-2029)
Detailed analysis
- Trends in the cost component for industry operators and their impact on industry costs and profitability
Key Statistics
Industry Data
Data Tables
Including values and annual change:
- Revenue (2014-2029)
- IVA (2014-2029)
- Establishments (2014-2029)
- Enterprises (2014-2029)
- Employment (2014-2029)
- Exports (2014-2029)
- Imports (2014-2029)
- Wages (2014-2029)
Methodology
How are IBISWorld reports created?
IBISWorld has been a leading provider of trusted industry research for over 50 years to the most successful companies worldwide. With offices in Australia, the United States, the United Kingdom, Germany and China, we are proud to have local teams of analysts that conduct research, data analysis and forecasting to produce data-driven industry reports.
Our analysts start with official, verified and publicly available sources of data to build the most accurate picture of each industry. Analysts then leverage their expertise and knowledge of the local markets to synthesize trends into digestible content for IBISWorld readers. Finally, each report is reviewed by one of IBISWorld’s editors, who provide quality assurance to ensure accuracy and readability.
IBISWorld relies on human-verified data and human-written analysis to compile each standard industry report. We do not use generative AI tools to write insights, although members can choose to leverage AI-based tools within the platform to generate additional analysis formats.
What data sources do IBISWorld analysts use?
Each industry report incorporates data and research from government databases, industry-specific sources, industry contacts, and our own proprietary database of statistics and analysis to provide balanced, independent and accurate insights.
Key data sources in the UK include:
- Office for National Statistics
- Office for Budget Responsibility
- Bank of England
Analysts also use industry specific sources to complement catch-all sources, although their perspective may focus on a particular organization or representative body, rather than a clear overview of all industry operations. However, when balanced against other perspectives, industry-specific sources provide insights into industry trends.
These sources include:
- Industry and trade associations
- Industry federations or regulators
- Major industry players annual or quarterly filings
Finally, IBISWorld’s global data scientists maintain a proprietary database of macroeconomic and demand drivers, which our analysts use to help inform industry data and trends. They also maintain a database of statistics and analysis on thousands of industries, which has been built over our more than 50-year history and offers comprehensive insights into long-term trends.
How does IBISWorld forecast its data?
IBISWorld’s analysts and data scientists use the sources above to create forecasts for our proprietary datasets and industry statistics. Depending on the dataset, they may use regression analysis, multivariate analysis, time-series analysis or exponential smoothing techniques to project future data for the industry or driver. Additionally, analysts will leverage their local knowledge of industry operating and regulatory conditions to impart their best judgment on the forecast model.
IBISWorld prides itself on being a trusted, independent source of data, with over 50 years of experience building and maintaining rich datasets and forecasting tools. We are proud to be the keystone source of industry information for thousands of companies across the world.
Learn more about our methodology and data sourcing on the Help Center.
Frequently Asked Questions
Unlock comprehensive answers and precise data upon purchase. View purchase options.
What is the market size of the Business Process Outsourcing Services in the UK industry in United Kingdom in 2024?
The market size of the Business Process Outsourcing Services in the UK industry in United Kingdom is £73.4bn in 2024.
How many businesses are there in the Business Process Outsourcing Services in the UK industry in 2024?
There are 167k businesses in the Business Process Outsourcing Services in the UK industry in United Kingdom, which has grown at a CAGR of 2.9 % between 2019 and 2024.
Has the Business Process Outsourcing Services in the UK industry in United Kingdom grown or declined over the past 5 years?
The market size of the Business Process Outsourcing Services in the UK industry in United Kingdom has been declining at a CAGR of 3.0 % between 2019 and 2024.
What is the forecast growth of the Business Process Outsourcing Services in the UK industry in United Kingdom over the next 5 years?
Over the next five years, the Business Process Outsourcing Services in the UK industry in United Kingdom is expected to grow.
What are the biggest companies in the Business Process Outsourcing Services in the UK market in United Kingdom?
The biggest companies operating in the Business Process Outsourcing Services market in United Kingdom are Capgemini UK plc, IBM United Kingdom Ltd and Capita plc
What does the Business Process Outsourcing Services in the UK in United Kingdom include?
Customer relationship management and Hardware consulting are part of the Business Process Outsourcing Services in the UK industry.
Which companies have the highest market share in the Business Process Outsourcing Services in the UK in United Kingdom?
The company holding the most market share in United Kingdom is Capgemini UK plc.
How competitive is the Business Process Outsourcing Services in the UK industry in United Kingdom?
The level of competition is high and increasing in the Business Process Outsourcing Services in the UK industry in United Kingdom.
