The Evolution of BPO Trends: A Look Back at the Decade from 2010 to 2020

 

The Evolution of BPO Trends: A Look Back at the Decade from 2010 to 2020The Business Process Outsourcing (BPO) industry underwent significant transformation between 2010 and 2020. What began as a primarily cost-driven, voice-heavy outsourcing model evolved into a more sophisticated, diversified, and technology-infused sector. This period marked the bridge from traditional offshore call centers to the early stages of digital and intelligent services, setting the foundation for today's AI-powered BPO landscape. Market Growth and ScaleThe global BPO market experienced steady expansion during this decade, fueled by globalization, economic recovery post-2008 financial crisis, and corporations' ongoing pursuit of efficiency.

• In the early 2010s, the global outsourced services market hovered around $90–100 billion (with estimates for BPO-specific segments around $91 billion by 2019 according to various industry analyses).
• By the late 2010s (around 2019), the broader outsourced services market reached approximately $92.5 billion, showing consistent year-over-year increases.
• Compound annual growth rates (CAGRs) during much of the decade typically ranged from 5–10%, depending on the segment (voice vs. non-voice, regional focus).

India and the Philippines dominated as key delivery hubs:

• India's IT-BPO sector was already massive by 2010, with combined revenues around $70–80 billion, and it continued growing robustly.
• Projections from around 2010 anticipated India's IT-BPO market approaching $250–285 billion by 2020 (though actual figures were impacted by various factors, it remained a multi-billion powerhouse).
• The Philippines surged ahead in voice-based services, overtaking India as the world's largest call center destination by 2010 and maintaining that lead through diversification into non-voice areas.

Shift from Voice to Non-Voice and Knowledge Process Outsourcing (KPO)One of the most defining trends was the move away from pure customer support (voice) toward higher-value, non-voice services.

• Early 2010s — Voice services (call centers) still accounted for the majority of BPO revenue, especially in customer care, technical support, and sales.
• Mid-to-late 2010s — Non-voice processes grew rapidly, including finance and accounting (F&A), human resources (HR), data analytics, legal process outsourcing, and medical transcription.
• Knowledge Process Outsourcing (KPO) gained traction, focusing on analytical, research-oriented, and decision-support tasks requiring specialized skills.
• Providers began offering end-to-end solutions rather than siloed tasks, helping clients achieve greater operational transformation.

Rise of Digital Transformation and Early AutomationThe 2010–2020 period saw the initial wave of "digital ponitification" in BPO:

• Adoption of cloud computing enabled scalable, flexible delivery models.
• Robotic Process Automation (RPA) emerged prominently from around 2015–2016, automating repetitive rules-based tasks in finance, claims processing, and data entry.
• Analytics and big data tools started integrating into services, shifting focus from "people and process" to data-driven outcomes.
• Chatbots and basic AI appeared toward the end of the decade, though still nascent compared to post-2020 advancements.

Geographic and Competitive Dynamics

• India remained the leader in IT-enabled services and complex processes, benefiting from a large English-speaking talent pool, cost advantages, and established infrastructure.
• Philippines excelled in voice and customer experience, with strong growth in back-office diversification (e.g., SEO, digital marketing support).
• Nearshoring gained some momentum (e.g., Latin America for U.S. clients, Eastern Europe for Europe), but offshore models (India/Philippines) continued dominating.
• Multinational captives (in-house centers) and global capability centers expanded, especially in India.

Key Challenges and Industry Maturation

• Talent and attrition — High turnover in voice roles remained a persistent issue, pushing investments in training and employee engagement.
• Regulatory and compliance — Data privacy concerns rose (pre-GDPR influence), leading to stronger focus on security and quality certifications.
• Economic factors — The decade included recovery from the global financial crisis, eurozone issues, and later trade tensions, yet BPO proved resilient as a cost-optimization tool.
• Maturation — Providers moved up the value chain, from "lift and shift" to strategic partnerships emphasizing innovation and business outcomes.

Legacy of the DecadeBy 2020, BPO had transitioned from a low-cost labor arbitrage play to a strategic enabler of business agility and digital capabilities. The foundations laid—RPA adoption, cloud migration, non-voice diversification, and analytics integration—directly paved the way for the explosive AI and intelligent automation growth seen in the 2020s.The 2010–2020 era was when BPO truly "grew up," evolving from tactical outsourcing to a core component of enterprise digital strategy.What aspect of this historical period interests you most—India's role, the Philippines' voice dominance, early RPA impact, or something else? I can dive deeper!

Upgrading from Healthcare Solutions to Humancare Solution : Part-1

Oxford dictionary defines healthcare as ' the organized provision of medical care to individuals or a community'. The crisp definition does not quite explain the purpose and goal of a good healthcare system.

According to me the complete definition of 'Healthcare' should be - an integrated system that proactively delivers care to individuals. A healthcare system should store and uses patient data and clinical data to provide better insights to patients health which in turn could helps the medical profession to give better service to the patient, at a lower cost. 

From a technology providers perspective a good healthcare system uses continuous advances in technology to connect and organize the disparate entities of healthcare landscape to deliver a seamless experience to individuals and entities. Every entity in heath care landscape benefits and profits from a good healthcare system but the ultimate beneficiary has to be individual seeking healthcare services.

What needs to change for Health Care to become Human Care?

What I am trying to say is that most of the healthcare systems that exist today are focused on delivering medical services rather than health care to individuals. There is a need to build health care systems that keep the individual care at core of system design and that means life long care of every individual who approaches the system. Once a individual requires medical services he becomes part of the healthcare system and the system should proactively monitor, manage & deliver health care to individual patients.  We are talking big, we are talking about system that is built around individual health care, we are talking about building a system that reaches out to individual rather than waiting for individuals to seek medical services because the purpose of a responsible society and medical community in a vibrant democracy is to ensure good health for every individual.

So what is required of a good health care system?

1) Keep a record of all individuals from birth or from the time they register

2) Own the responsibility of maintaining medical records of every registered individual

3) Use medical records and clinical data to proactively reach out to individual for health checkups

4) Post treatment of various chronic diseases proactively monitor health of registered individuals

5) Proactively deliver medical advises to all registered individuals 

6) Share and connect individual's medicals history across health care network

Let me take example of a cancer patient who becomes part of health care system at a age of 60yrs. Let's assume that after taking treatment the patient gets well and goes home and does not feel the need to approach the health care hospital. Health care providers know that cancer is a chronic disease and needs life long monitoring. The health care systems should device a health care plan for the cancer patient and proactively connect with the individual to check the individuals health and recommend timely checkups to check 'recurrence' of cancer. Recurrence is common in some types of cancer and as healthcare expert the system has data to predict possibility of recurrence and can save lives by doing periodic checkup.

 

Another example is of an individual who becomes part of the healthcare system when he gets treated for a coronary blockage. Medical professionals and healthcare system have data to show that even after removing the coronary blockage their is high probability that the patient 'with a heart condition' may face similar medical conditions over a period of time and requires periodic checkups. The point I am trying to put across is Health Care is not just providing Medical Services, health care is about providing care for health of individuals. We as experts of IT and medicine know we can provide the Health Care in true sense by designing smart system that use the individual and clinical data and save individual's lives. Individuals who often neglect medical conditions because of lack of knowledge and ignorance can be kept in the healthcare network by proactive followups. 

There is a cost associated with building such smart systems , maintaining data and proactively connect with every individual registered in the healthcare system. This cost is very small when we compare it to the medical expenses and suffering that individual has to bear if the diseases is not detected early. Insurance companies would love to have such smart health care systems that do proactive checkups and detect a medical condition which will help them save billions in treatment of the insured individuals. The challenge is we do not have such Smart Health Care systems that have built in Care Module that benefits individuals, insurance companies as well as health care providers because everybody wants affordable health care.

Smart Health Care is need of our society because                                                 

• Smart Health Care ensures proactive monitoring and early detection of medical issues
• Smart Health Care saves money spent on health of every individual
• Smart Health Care ensure limited medical infrastructure can service more individuals
• Smart Health Care ensures insurance companies pay less on medical treatments of their insured
• Smart Health Care uses data for predicting diseases
• Smart Health Care can help pharma industry to develop better medicine
• Smart Health Care can help countries eradicate many diseases/illness
  
• Smart Health Care ensures healthy and productive community
• Smart Health Care is also a right of every individual

Smart Health Care, Covid and Data

#Covid is a latest use-case that proves that a Smart Health Care system would have simplified management of Covid cases, it would have helped us give better treatment to all registered individuals and it would have given us real time clinical data to find effective treatment procedure for epidemic like Covid. After months of treatment scientist found that certain medicine was not effective for treatment of Covid because we do not have a unified system to collect data of individuals. If we had every individual registered with one or more healthcare systems we could have analyzed data in real time and within weeks we could have identified the most effective treatment procedure and saved millions of lives. In 2021 everybody understand the value of data, unfortunately we do not have a system to collect, store and derive insights from the data. 

In the next post -

I hope you have followed my thought behind this post. In the next post I plan to share a high level design of a smart health care system that is beneficial as well as profitable to every entity in healthcare system.. A system that delivers benefit to individuals, to hospitals, to insurance companies as well as the scientist and pharma companies. I am talking about changing the way we look at health care 'as a service for those who want it' and make healthcare 'an essential service that takes care of people in an inclusive manner'. The time has come to move from Health Care to Human Care and guarantee proactive monitoring of health and timely and affordable treatement to every individual, to woman, men as well as new born children by plugging them to the healthcare network. 

In a connected world no human should be disconnected from Health Care network. When our public as well as private healthcare providers unite to build a seamless heatlcare network we can really truly deliver Human Care aka healthcare with human touch and not just medical treatmen to those who reach a hospital for treatment and those who can afford the hospital expenses.