The China business process outsourcing market size was valued at USD 15.03 billion in 2021 and is expected to expand at a compound annual growth rate (CAGR) of 11.3% from 2022 to 2030. Favorable government initiatives, such as tax reforms to attract foreign investors, well-established IT infrastructure in tier-I cities such as Shanghai and Beijing, and growing investments in tier-II and III cities to develop BPO-friendly infrastructure are the major factors driving the market growth. Policy reforms to boost offshore outsourcing by modernizing telecom services, and offering financial support and intellectual property protection, are also expected to bode well for the market growth.
The market growth has been powered by unique political and geographic factors. The Chinese government has been involved actively in the development of the industry to an atypical level, by offering a myriad of benefits and incentives to the local as well as foreign companies to invest in the country. In addition, China’s ability to provide specialized support to the diverse markets in the Asia Pacific region is also expected to spur market growth. Thus, China will continue to play a vital role in the Asia Pacific region as a strategic location as well as an offshoring center for the regional Multi-national Corporations (MNCs). Companies who are willing to enter the China BPO sector will need to adopt a structured approach for selecting a suitable city or industry park to fulfill business objectives.
China is emerging as one of the lucrative markets for BPO services. This is attributed to the advancements in Belt Road Initiatives (BRIs) that enable the country to exhibit a number of offshore outsourcing contracts. Favorable tax reforms to lure foreign investors and government subsidies to outsourcing companies for providing BPO-related courses/training for eligible graduates are expected to provide avenues for market growth. Moreover, the increasing adoption of cloud enablement, and digital-related services that require frequent assistance and maintenance for business operations, are also expected to drive market growth during the forecast period.
The adoption of cloud-based services, Artificial Intelligence (AI), and robotic process automation in the BPO sector are expected to favor the market growth during the forecast period. For instance, in December 2019, Capgemini formed an agreement with SAP on global cloud BPO to offer clients the SAP® Enable Now solution platform to build and deploy cloud services for Capgemini clients. Moreover, foreign entities, and regional companies, such as 800 Fei Ao Group (800 teleservices) and PCCW Solutions Ltd., have already implemented these technologies in their business processes, which has helped them deliver effective solutions to customers and generate new orders.
In addition, online interactions, cross-channel campaigns, and omnichannel communication are expected to play a pivotal role in improving customer engagement processes. Increasing infrastructure spending in central and western China is one of the prominent factors for market growth. Tier-I cities, such as Shanghai, Jiangsu, and the Yangtze Delta River region, are heavily populated; therefore, the Chinese government has increased its expenditure to transform infrastructure for tier-II and III cities. Through these investments, the government intends to encourage outsourcing companies to invest their units from the metropolitan towns in the east and coastal regions to the central and western areas.
The outbreak of COVID-19 had a limited impact on the market, although the pandemic created challenges in several outsourcing functions, such as transaction processing payroll, call center services, and transcription services. Outsourcing service providers restructured their Business Continuity Plans (BCP) to a distributed workforce, which increased the number of offshore outsourcing contracts in 2020 & 2021. Despite favorable government initiatives and technological adoption, the lack of English competency, data privacy issues, and intense competition from other Asian countries, such as India and the Philippines, are anticipated to hamper the China BPO industry growth during the forecast period.
The customer services segment dominated the market in 2021 with the largest revenue share of 32.95%, and this is credited to a substantial change in consumer behavior regarding purchasing & payments and increased demand for enhanced customer experience. The customer service centers/call centers in China are majorly located in the South, North, and Eastern regions. However, outsourcing companies are seeking to move towards Central and Southwest China to envisage even reducing operational costs for business operations in the near future. Along with customer service, many BPO companies, such as Accenture plc and China Customer Relations Centers, Inc. provide services for sourcing and procurement, supply chain, finance and accounting, and sales operations, among others.
Furthermore, the finance and accounting segment is expected to witness significant growth during the forecast period. This growth can be attributed to the stringent regulatory requirements and strong presence of banking facilities in Western European countries, notably due to GDPR in the banking sector, resulting in the need for outsourcing services, as outsourcing permits a significant reduction in operating costs. Moreover, the human resource BPO services are also anticipated to grow substantially at a significant CAGR during the forecast period. This growth can be ascribed to the rising need for resources across different sub-segments, such as payment processing, administration, and recruitment & relocation.
The IT and telecommunications segment dominated the overall market with a share of 35.21% in 2021 and is expected to grow at a significant CAGR during the forecast period. Telecom companies are adopting telecommunications outsourcing to reduce the overall Capital Expenditure (CAPEX). The telcos outsource various business functions, from call center outsourcing to billing operations to finance and accounting outsourcing. Outsourcing solutions help telecom companies to establish a flexible strategy to acquire and retain more customers, access specialized resources, optimize current investments, and manage cost pressures. The BFSI segment is likely to grow at the fastest CAGR during the forecast period.
Several domains in the BFSI industry, including asset management and investment management, are opting for specific outsourcing processes and are including it as a part of their business models. BPO services offer greater cost efficiency, increased flexibility, enhanced service quality, and new adapted solutions to solve the challenges that are encountered by the industry. Moreover, the healthcare sector in China has witnessed a significant rise in technology spending as the country focuses on improving its advanced patient care systems. The trend is expected to remain strong in the near future and IT services, such as healthcare information systems, data center services, and logistics & supply chain, are likely to attract more investments and outsourcing deals in the country.
The market is fragmented and is characterized by extreme competition amongst the market players. Key players are focusing on strengthening their hold in the market by implementing strategies, such as partnerships, agreements, joint-ventures, geographical expansion, and mergers & acquisitions. These strategies help them expand their geographical reach and further enhance their service offerings across the national and international markets. For instance, in June 2021, Chinasoft International Co., Ltd. signed an agreement with Microlink Solutions Berhad to develop joint Information & Communications Technology (ICT). This partnership intends to expand Chinasoft International's global footprint in the Asian market. Some of the major players operating in the China business process outsourcing market are:
China Customer Relations Centers, Inc.
China Data Group Co., Ltd.
Chinasoft International Co., Ltd.
Infosys Ltd. (Infosys BPM)
M&Y Global Services
Northking Information Technology Co., Ltd.
Market size value in 2022
USD 16.35 billion
Revenue forecast in 2030
USD 38.38 billion
CAGR of 11.3% from 2022 to 2030
Base year for estimation
2018 - 2020
2022 - 2030
Revenue in USD Million/Billion and CAGR from 2022 to 2030
Revenue forecast, company ranking, competitive landscape, growth factors, and trends
Service and end use
Key companies profiled
Accenture plc; Amdocs Ltd.; Capgemini SE; China Customer Relations Centers, Inc.; China Data GroupCo. Ltd.; Chinasoft International Co., Ltd.; Infosys Ltd. (Infosys BPM); M&Y Global Services; Northking Information Technology Co., Ltd.; Wipro Ltd.
Free report customization (equivalent up to 8 analysts working days) with purchase. Addition or alteration to country, regional & segment scope.
Pricing and purchase options
Avail customized purchase options to meet your exact research needs. Explore purchase options.
This report forecasts revenue growth at the country level and provides an analysis of the latest industry trends in each of the sub-segments from 2018 to 2030. For the purpose of this study, Grand View Research has segmented the China business process outsourcing market report based on service and end use:
Service Outlook (Revenue, USD Million, 2018 - 2030)
Finance & Accounting
Knowledge Process Outsourcing
Procurement & Supply Chain
End-use Outlook (Revenue, USD Million, 2018 - 2030)
Banking, Financial Services & Insurance (BFSI)
IT & Telecommunication
b. The China business process outsourcing market size was estimated at USD 15.03 billion in 2021 and is expected to reach USD 16.35 billion in 2022.
b. The China business process outsourcing market is expected to grow at a compound annual growth rate of 11.3% from 2022 to 2030 to reach USD 38.38 billion by 2030.
b. IT & telecom segment dominated the China business process outsourcing market with a share of 35.2% in 2021. This growth is attributed to the growing adoption of telecommunications outsourcing services to reduce the overall capital expenditure (CAPEX)
b. Some key players operating in the China business process outsourcing market include Accenture plc, AMDOCS LIMITED, Capgemini SE, China Customer Relations Centers, Inc., China Data Group Co., Ltd., Chinasoft International Co., Ltd., Infosys Limited (Infosys BPM), M&Y Global Services, Northking Information Technology Co., Ltd, Wipro Limited among others
b. Key factors driving the China business process outsourcing market growth include favorable government initiatives such as tax reforms to attract foreign investors, well-established IT infrastructure in tier-I cities such as Shanghai and Beijing, and growing investments in tier-II and tier-III cities to develop BPO-friendly infrastructure are the major factors driving the market growth.
NEED A CUSTOM REPORT?
We can customize every report - free of charge - including purchasing stand-alone sections or country-level reports, as well as offer affordable discounts for start-ups & universities. Contact us now
"The quality of research they have done for us has been excellent."