Business Process Outsourcing - Serbia

Revenue in the Business Process Outsourcing market is projected to reach US$150.20m in 2024.
Revenue is expected to show an annual growth rate (CAGR 2024-2029) of 6.78%, resulting in a market volume of US$208.50m by 2029.
The average Spend per Employee in the Business Process Outsourcing market is projected to reach US$46.23 in 2024.
In global comparison, most revenue will be generated United States (US$146.30bn in 2024).

Definition :
The Business Process Outsourcing (BPO) market refers to the transfer of entire business processes or individual activities from a company to a third party and is often IT based. BPO covers a wide variety of business processes, usually either in the back office (e.g., human resources) or in the front office (e.g., customer service in call centers). A distinction is made between horizontal and vertical outsourcing. Horizontal BPO combines function-centric as well as cross-sector and cross-industry services, such as human resources management or payroll accounting. Vertical BPO, on the other hand, focuses on specialized services and is especially appealing to customers from the financial services industry, the healthcare sector, the manufacturing industry, or the retail sector.

Additional Information:

The Business Process Outsourcing market comprises revenues, revenue change, average spend per employee, and the market shares of the different business sectors. Market values represent revenues that are generated by primary vendors either directly or through distribution channels at the manufacturer price level (excluding VAT). Reported market revenues include spending by enterprises (B2B) and governments (B2G). Detailed definitions of each market can be found on the respective page where the market data is displayed. Key players in the market include Accenture, Cognizant, Wipro, and IBM.

For more information on the data displayed, use the info button right next to the boxes.

Back office process outsourcing, such as Genpact, Concentrix, HCL Technologies, Sutherland Global Services, EXL Services, Remote Coworker, and TechSpeed
Front office process outsourcing, such as IBM Global Services, Hewlett Packard Enterprise (HPE), Sitel Group, Teleperformance, and Qualfon

Application outsourcing, such as ScienceSoft, Arcanys, and SumatoSoft
Administration outsourcing, such as Conduent, Genpact, and ADP (Automatic Data Processing)
Infrastructure outsourcing, such as IBM Global Technology Services, Wipro Infrastructure Engineering, and Cognizant Infrastructure Services

Business Process Outsourcing (BPO) is an industry that has been rapidly growing worldwide in recent years. Serbia is no exception to this trend, with the BPO market in the country experiencing significant development.

Customer preferences: Serbia has become an attractive destination for BPO services, as it offers a highly educated and skilled workforce, proficient in various foreign languages. This has led to an increase in demand for BPO services in the country, particularly in the areas of IT and customer support. Additionally, Serbia’s favorable business environment, low labor costs, and strategic location have made it an ideal location for outsourcing services.

Trends in the market: One of the key trends in the BPO market in Serbia is the shift towards more complex services, such as software development and data analytics. This is due to the country’s highly skilled workforce, which is able to provide more specialized services. Another trend is the increasing use of automation and artificial intelligence in BPO services, which is helping to improve efficiency and reduce costs.

Local special circumstances: Serbia has made significant progress in recent years in terms of political and economic stability, which has helped to attract foreign investors to the country. Additionally, the government has implemented a range of measures to support the development of the BPO industry, including tax incentives and subsidies for companies that invest in the country. These factors have helped to create a favorable environment for BPO companies to operate in Serbia.

Underlying macroeconomic factors: Serbia’s economy has been growing steadily in recent years, with a focus on developing the country’s IT sector. This has helped to create a highly skilled workforce, which is able to provide specialized BPO services. Additionally, Serbia’s strategic location in Europe has made it an attractive destination for companies looking to outsource services to the region. The country’s membership in the European Union has also helped to improve its business environment and attract foreign investment. Overall, these underlying macroeconomic factors have contributed to the growth of the BPO market in Serbia.

Data coverage:

The data encompasses B2G, B2B, and B2C enterprises. Figures are based on enterprises' technology spending on products, consulting, and outsourcing services.

Modeling approach / Market size:

Market sizes are determined through a combined top-down and bottom-up approach, building on a specific rationale for each market segment. As a basis for evaluating markets, we use annual financial reports of key players in the industry, Statista's primary research and surveys, and IT associations. In addition, we use relevant key market indicators and data from country-specific associations, such as GDP, internet users, and telecommunication. This data helps us estimate the market size for each country individually.

Forecasts:

In our forecasts, we apply diverse forecasting techniques. The selection of forecasting techniques is based on the behavior of the relevant market. For example, the exponential trend smoothing method is used based on the market data characteristics. The main drivers are the GDP and its sector composition, internet penetration, the level of digitization, and the attitude toward IT security.

Additional notes:

The data is modeled using current exchange rates. The market is updated twice a year in case market dynamics change. The impact of the COVID-19 pandemic and the Russia-Ukraine war is considered at a country-specific level.

This report presents a comprehensive analysis and additional information on the Technology market, in a PDF format.

Unseen yet omnipresent, Information Technology (IT) services are the invisible gears driving modern organizations. These services support business operations and digital transformation through outsourcing, managed services, security, data management, and cloud computing. By leveraging these services, companies enhance efficiency, reduce costs, and gain competitive advantages in a digital marketplace. Prominent cloud providers worldwide include Amazon Web Services, Microsoft Azure, Google Cloud, and Alibaba Cloud. In the managed services sector, Oracle, Accenture, and IBM are among the largest providers globally.