Indonesia Business Process Outsourcing Market To Reach $3.94 Billion By 2030

Indonesia Business Process Outsourcing (BPO) Market Growth & Trends

The Indonesia business process outsourcing market size is expected to reach USD 3.94 billion by 2030, expanding at a CAGR of 10.1% from 2023 to 2030, according to a new report by Grand View Research, Inc. This growth can be attributed to the shifting focus of end-user organizations on outsourcing which enable them to concentrate on core capabilities and high adoption of cloud computing due to low maintenance costs, & high operational efficiency. By using cloud-based business process outsourcing (BPO) services, businesses can avoid significant upfront expenditures as cloud service providers manage these resources at nominal costs, driving the growth of the market. In many cases, organizations must adopt BPO solutions due to the additional financial flexibility and savings it offers, creating a favorable environment for the market.

The key players in Indonesia's business process outsourcing industry have been involved in strategic initiatives to get more traction in the market. For instance, in January 2021, a subsidiary of VADS, VADS Indonesia, along with TM ONE, signed an agreement with FNS Value Co., Limited, which offers Blockchain Secure Authentication solutions. As per the agreement, VADS is the sole distributor of Blockchain Secure Authentication (BSA) solutions in the Indonesia, Malaysia, and ASEAN regions offered by FNSV.

Furthermore, in June 2022, a digital telecommunication company in Indonesia, Indosat Ooredoo Hutchison, partnered with AI-based cloud solution provider VOXOX to bring Cloud-Voice, an SMS and voice automation solution, to empower small businesses in Indonesia. This solution will allow its clients to automate time-consuming text, voice, and other sales & customer engagement tasks, helping them to focus on providing customer-centric extraordinary services.

Indonesia's business process outsourcing industry has also notably benefitted from the various measures taken and regulations developed by the Indonesian government to help attract investment and drive the growth of the Indonesia BPO industry. For instance, in March 2023, the Indonesian parliament passed an emergency decree on investment and jobs into law, replacing the 2020 Jobs Creation Law. The new law is aimed at spurring business sentiment in the country and is expected to open vast growth opportunities for the Indonesia BPO industry. The geographic proximity of Indonesia to BPO powerhouses such as the Philippines and India could also help attract customers in the Indonesia business process outsourcing industry.

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Indonesia Business Process Outsourcing (BPO) Market Report Highlights

• The customer services segment is expected to register a CAGR of 11.3% from 2023 to 2030. The shifting focus of companies on improving their consumer experience to increase customer retention rate and attract potential audiences is driving the growth of the customer services segment

• The BFSI segment is anticipated to grow at a CAGR of 10.9% from 2023 to 2030. Financial institutions and banks are adopting business process outsourcing services for various BFSI domains, such as asset management & investment management, to improve their cost efficiency

• The Indonesia BPO industry has witnessed the entry of several players offering cloud-based BPO services, some of which are among the top companies in the world. For instance, NTT DATA Indonesia launched a cloud-based digital platform & partner ecosystem, Global Insurance Digital Platform (GIDP), which offers Business Process as a Service (BPaaS), third-party administration, partnership, and consulting

Indonesia Business Process Outsourcing (BPO) Market Segmentation

Grand View Research has segmented the Indonesia business process outsourcing market based on service type and end-use:

Indonesia Business Process Outsourcing (BPO) Service Type Outlook (Revenue, USD Billion, 2018 - 2030)

• Finance & Accounting

• Human Resource

• KPO

• Procurement & Supply Chain

• Customer Services

• Others (Legal & tax, Logistics, and Training)

Indonesia Business Process Outsourcing (BPO) End-use Outlook (Revenue, USD Billion, 2018 - 2030)

• BFSI

• Healthcare

• Manufacturing

• IT & Telecommunications

• Retail

• Others (Construction & Utilities, Travel & Transportation, and Government & Education)

List of Key Players in the Indonesia Business Process Outsourcing (BPO) Market

• Concentrix Corporation

• Conduent, Inc.

• ExlService Holdings, Inc.

• Foundever

• Genpact

• KPSG

• Majorel

• Relia, Inc.

• Teleperformance

• TELUS

• Transcom

• Transcosmos inc.

• TTEC Holdings, Inc.

• VADS BERHAD

• WNS (Holdings) Ltd.