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Business process outsourcing (BPO) providers in the Middle East, particularly in the GCC countries, have a significant growth opportunity. The industry is changing, and regional demand is taking off. In the past, BPO was a low-margin business focused on cost optimization. Providers operated call centers and offered such back-office services as payroll and invoice processing. Companies are now offering more value-added services, and increasingly sophisticated technologies are automating many traditional BPO functions.
Until recently, the GCC’s BPO market was underdeveloped. That is no longer the case. The GCC market is now growing more than 10 percent annually, which is faster than the expected global growth rate. Greater government outsourcing of public-sector services is behind some of that rising demand.
“We estimate that the GCC market for BPO services could exceed $2 billion in 2025, which represents a significant opportunity for regional players.”
BPO providers in the GCC need to mature and scale up if they are to grow in this market. These firms will need to decrease their focus on cost optimization, and instead seize the chance to offer value-added services. To compete more effectively, regional players need to change their approach substantially, upgrading their technological capabilities, filling the talent gap, and exploiting their knowledge of the regional market. The BPO sector in the GCC can improve public-sector efficiency and delivery, while assisting with more private-sector growth, especially for small and medium-sized enterprises (SMEs).
Six initiatives for BPO growth
The region’s BPO providers need to take six initiatives in order to capture GCC market opportunities. Each initiative requires action in multiple areas to position BPO providers for success:
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