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Business Process Outsourcing in Australia Industry Data and Analysis
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 and profit growth. Overall, Industrywide revenue has been growing over the past five years at an expected annualised 1.2% and is set to total $49.6 billion in 2024-25, when revenue will jump by an anticipated 0.4%. Growth in the number of businesses and mounting cost pressure on downstream businesses have encouraged trends in business process outsourcing over the past few years.
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What's included in this industry analysis
IBISWorld's research coverage on the Business Process Outsourcing industry in Australia includes market sizing, forecasting, data and analysis from 2015-2030. The most recent publication was released May 2025.
About this industry
What's this industry report about?
The Business Process Outsourcing industry in Australia operates under the ANZSIC industry code OD5515. 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. Related terms covered in the Business Process Outsourcing industry in Australia include business process outsourcing (bpo), cloud, front office, back office and cybercrime.
What's included in this industry?
Products and services covered in Business Process Outsourcing industry in Australia include Customer relationship management services, Finance and administration services and Human resources and recruitment services.
What companies are included in this industry?
Companies covered in the Business Process Outsourcing industry in Australia include Hays Specialist Recruitment (Australia), IBM A/NZ Holdings and WPP AUNZ.
Performance
What's included in the Performance chapter?
The Performance chapter covers detailed analysis, datasets, detailed current performance, sources of volatility and an outlook with forecasts for the Business Process Outsourcing industry in Australia.
Questions answered in this chapter include what's driving current industry performance, what influences industry volatility, how do successful businesses overcome volatility, what's driving the industry outlook. This analysis is supported with data and statistics on industry revenues, costs, profits, businesses and employees.
Products & Markets
What's included in the Products and Markets chapter?
The Products and Markets chapter covers detailed products and service segmentation and analysis of major markets for the for the Business Process Outsourcing industry in Australia.
Questions answered in this chapter include how are the industry's products and services performing, what are innovations in industry products and services, what products or services do successful businesses offer and what's influencing demand from the industry's markets. This includes data and statistics on industry revenues by product and service segmentation and major markets.
Geographic Breakdown
What's included in the Geographic Breakdown chapter?
The Geographic Breakdown chapter covers detailed analysis and datasets on regional performance of the Business Process Outsourcing industry in Australia.
Questions answered in this chapter include where are industry businesses located and how do businesses use location to their advantage. This includes data and statistics on industry revenues by location.
Competitive Forces
What's included in the Competitive Forces chapter?
The Competitive Forces chapter covers the concentration, barriers to entry and supplier and buyer profiles in the Business Process Outsourcing industry in Australia. This includes data and statistics on industry market share concentration, barriers to entry, substitute products and buyer & supplier power.
Questions answered in this chapter include what impacts the industry's market share concentration, how do successful businesses handle concentration, what challenges do potential industry entrants face, how can potential entrants overcome barriers to entry, what are substitutes for industry services, how do successful businesses compete with substitutes and what power do buyers and suppliers have over the industry and how do successful businesses manage buyer & supplier power.
Companies
What's included in the Companies chapter?
The Companies chapter covers Key Takeaways, Market Share and Companies in the Business Process Outsourcing industry in Australia. This includes data and analysis on companies operating in the industry that hold a market share greater than 5%.
Questions answered in this chapter include what companies have a meaningful market share and how each company is performing.
External Environment
What's included in the External Environment chapter?
The External Environment chapter covers Key Takeaways, External Drivers, Regulation & Policy and Assistance in the Business Process Outsourcing industry in Australia. This includes data and statistics on factors impacting industry revenue such as economic indicators, regulation, policy and assistance programs.
Questions answered in this chapter include what demographic and macroeconomic factors impact the industry, what regulations impact the industry, what assistance is available to this industry.
Financial Benchmarks
What's included in the Financial Benchmarks chapter?
The Financial Benchmarks chapter covers Key Takeaways, Cost Structure, Financial Ratios, Valuation Multiples and Key Ratios in the Business Process Outsourcing industry in Australia. This includes financial data and statistics on industry performance including key cost inputs, profitability, key financial ratios and enterprise value multiples.
Questions answered in this chapter include what trends impact industry costs and how financial ratios have changed overtime.
Industry Data
What's included in the Industry Data chapter?
The Industry Data chapter includes 10 years of historical data with 5 years of forecast data covering statistics like revenue, industry value add, establishments, enterprises, employment and wages in the Business Process Outsourcing industry in Australia.
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Frequently Asked Questions
What is the market size of the Business Process Outsourcing industry in Australia in 2026?
The market size of the Business Process Outsourcing industry in Australia is $49.6bn in 2026.
How many businesses are there in the Business Process Outsourcing industry in Australia in 2025?
There are 35,587 businesses in the Business Process Outsourcing industry in Australia, which has grown at a CAGR of 2.4 % between 2020 and 2025.
How may import tariffs affect the Business Process Outsourcing industry in Australia?
The Business Process Outsourcing industry in Australia is unlikely to be materially impacted by import tariffs with imports accounting for a low share of industry revenue.
How may export tariffs affect the Business Process Outsourcing industry in Australia?
The Business Process Outsourcing industry in Australia is unlikely to be materially impacted by export tariffs with exports accounting for a low share of industry revenue.
Has the Business Process Outsourcing industry in Australia grown or declined over the past 5 years?
The market size of the Business Process Outsourcing industry in Australia has been growing at a CAGR of 1.2 % between 2020 and 2025.
What is the forecast growth of the Business Process Outsourcing industry in Australia over the next 5 years?
Over the next five years, the Business Process Outsourcing industry in Australia is expected to grow.
What are the biggest companies in the Business Process Outsourcing industry in Australia?
The biggest companies operating in the Business Process Outsourcing industry in Australia are Hays Specialist Recruitment (Australia), IBM A/NZ Holdings and WPP AUNZ
What does the Business Process Outsourcing industry in Australia include?
Human resources and recruitment services and Computer software design and consultancy services are part of the Business Process Outsourcing industry in Australia.
Which companies have the highest market share in the Business Process Outsourcing industry in Australia?
The company holding the most market share in the Business Process Outsourcing industry in Australia is Hays Specialist Recruitment (Australia).
How competitive is the Business Process Outsourcing industry in Australia?
The level of competition is high and increasing in the Business Process Outsourcing industry in Australia.
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