It Bpo

2013 SURVEY OF IT-BPO SERVICES
(in US$Million)
Table 1. Revenue, by IT-BPO Category
2004-2013
IT-BPO Category
2004
2005
Contact Center
587
986
Transcription
4
8
Animation
12
17
Software Development
279
399
Other BPOs
441
585
TOTAL INDUSTRY
1,324
1,996
Growth Rate
50.8
Table 2. Export Revenue, by IT-BPO Category
2004-2013
2006
1,455
20
26
707
697
2,906
45.6
Levels (in US$ million)

2007
2008
2009
2,051
2,839
4,207
33
34
57
29
36
52
1,098
1,413
1,672
1,157
2,004
2,270
4,368
6,325
8,258
50.3
44.8
30.6
2006
1,330
19
23
455
462
2,288

2007
2008
2009
1,732
2,489
3,938
25
24
54
27
35
46
852
1,148
1,553
855
1,592
2,126
3,490
5,288
7,717
2010
5,126
75
54
1,928
2,288
9,470
2011
6,166
122
60
2,381
2,432
11,160
2012
7,062
198
69
2,613
2,561
12,503
2013
7,578
422
75
3,222
2,879
14,175
2006
91.4
92.9
87.3
64.3
66.2
78.7
EXPORT REVENUE
Export-to-Revenue Ratio (in percent)
2007
2008
2009
2010
84.5
87.7
93.6
97.4
77.1
70.5
96.1
89.0
91.9
95.8
87.1
85.0
77.5
81.3
92.9
87.7
73.9
79.4
93.7
93.3
79.9
83.6
93.4
94.2
2011
90.4
100.0
83.1
96.4
93.7
92.4
2012
93.1
99.9
86.3
91.7
93.6
93.0
2013
90.3
99.8
84.7
93.9
96.9
92.6
IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY
2004
561
4
8
98
217
888
2005
949
8
11
160
259
1,388
IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY
2004
95.6
100.0
62.4
35.3
49.1
67.1
2005
96.3
99.5
66.4
40.1
44.2
69.5
2010
5,260
84
63
2,198
2,452
10,058
21.8
2011
6,817
122
72
2,469
2,594
12,074
20.1
2012
7,587
198
80
2,848
2,736
13,450
2013
8,394
423
88
3,429
2,971
15,305
2005
67.9
100.4
37.6
43.2
32.8
50.8
2005
69.2
99.4
46.3
62.5
19.5
56.3
2006
47.7
140.0
52.6
77.1
19.1
45.6
2006
40.1
124.1
100.8
184.4
78.4
64.9
Table 2.1.a. Export Revenue, by Country of Destination

2013
IT-BPO Category
USA
Canada
Europe
Japan
India
China
Other
Asia 2
Contact Center
6,675
54
315
12
Transcription
90
282
17
1
Animation
11
0
24
2,008
651
163
1
Other BPOs
1,503
44
631
307
15
5
TOTAL INDUSTRY
10,287
99
1,880
523
16
6
Percent Share
72.6
0.7
13.3
3.7
0.1
0.0
1/ In particular, United Kingdom, Germany, Switzerland, Ireland, Netherlands, Denmark, Spain and Italy.
2/ In particular, Singapore, Thailand, Hong Kong, Malaysia, Indonesia, Korea and Cambodia.
50
40
52
226
367
2.6
AustraliaNew
Zealand
410
32
88
111
641
4.5
Middle
East
3
3
0.0
Africa
1
1
0.0
Others
62
###
0
257
33
352
2.5
Total
Exports
7,578
422
75
3,222
2,879
14,175
100.0
Table 2.1.b. Export Revenue, by Country of Destination

2012
IT-BPO Category
USA
Canada
Europe
Japan
India
China
Other
Asia 2
Contact Center
6,722
9
102
7
Transcription
59
134
5
Animation
38
1,402
335
753
7
Other BPOs
1,234
29
668
257
16
6
TOTAL INDUSTRY
9,416
38
1,239
1,060
16
13
Percent Share
75.3
0.3
9.9
8.5
0.1
0.1
1/ In particular, United Kingdom, Germany, Switzerland, Ireland, Netherlands, Denmark, Spain and Italy.
2/ In particular, Singapore, Thailand, Hong Kong, Malaysia, Indonesia, Korea and Cambodia.
30
32
5
230
297
2.4
AustraliaNew
Middle East 3
Zealand
191
110
68
369
3.0
2
2
0.0
Africa
6
6
0.0
Others
1
###
###
1
45
47
0.4
Page 1 of 12
Total
Exports
7,062
198
69
2,613
2,561
12,503
100.0
2007
40.9
60.6
11.2
55.4
66.0
50.3
SALES REVENUE
Growth Rates (in percent)
2008
2009
2010
38.4
48.2
25.0
4.1
66.8
48.8
25.5
44.2
20.6
28.6
18.4
31.4
73.2
13.3
8.0
44.8
30.6
21.8
2011
29.6
44.3
14.0
12.3
5.8
20.1
2012
11.3
63.3
11.7
15.4
5.5
11.4
2013
10.6
113.0
9.4
20.4
8.6
13.8
2004
44.4
0.3
0.9
21.1
33.3
100.0
2005
49.4
0.4
0.9
20.0
29.3
100.0
2006
50.1
0.7
0.9
24.3
24.0
100.0
Percent Sha
2007
2008
46.9
44.9
0.7
0.5
0.7
0.6
25.1
22.3
26.5
31.7
100.0
100.0
2007
30.2
33.2
17.1
87.2
85.1
52.5
EXPORT REVENUE
2008
2009
2010
43.7
58.2
30.2
(4.8)
127.3
37.7
30.8
31.0
17.8
34.9
35.2
24.2
86.3
33.5
7.6
51.5
45.9
22.7
2011
20.3
62.1
11.5
23.5
6.3
17.8
2012
14.5
63.1
15.9
9.8
5.3
12.0
2013
7.3
112.8
7.5
23.3
12.4
13.4
2004
63.2
0.5
0.9
11.1
24.4
100.0
2005
68.4
0.6
0.8
11.5
18.7
100.0
2006
58.1
0.8
1.0
19.9
20.2
100.0
Percent Sha
2007
2008
49.6
47.1
0.7
0.5
0.8
0.7
24.4
21.7
24.5
30.1
100.0
100.0
Table 3. Total Equity, by IT-BPO Category

2005-2013
IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY
2005
243
1
11
12
224
492
2006
281
2
18
46
274
622
2007
596
8
24
189
117
934

2008
2009
2010
1,356
1,387
2,428
13
16
33
23
63
103
378
636
895
188
486
938
1,957
2,587
4,395
2007
585
8
23
96
109
821

2008
2009
2010
1,309
1,330
2,421
13
13
30
23
40
73
320
632
849
161
361
916
1,825
2,376
4,288
2011
3,063
48
104
1,270
1,262
5,746
2012
3,372
90
77
2,038
1,751
7,327
2013
3,864
159
67
2,268
2,009
8,367
2006
15.9
104.5
61.8
279.2
22.1
26.5
2007
112.0
276.0
29.5
306.3
(57.3)
50.1
TOTAL EQUITY
2008
2009
2010
2011
127.3
2.3
75.0
26.2
55.1
24.2
106.1
45.7
(1.8)
167.1
64.0
1.0
100.3
68.2
40.8
41.9
60.3
159.1
92.9
34.6
109.5
32.2
69.9
30.7
2012
10.1
88.0
(25.9)
60.5
38.7
27.5
2013
14.6
77.7
(13.0)
11.3
14.7
14.2
2005
49.4
0.2
2.3
2.5
45.6
100.0
2006
45.2
0.4
3.0
7.5
44.0
100.0
2007
63.8
0.9
2.6
20.2
12.5
100.0
Percent Share to Total

2008
2009
2010
69.3
53.6
55.2
0.7
0.6
0.7
1.2
2.4
2.3
19.3
24.6
20.4
9.6
18.8
21.3
100.0
100.0
100.0
2011
53.3
0.8
1.8
22.1
22.0
100.0
2007
126.1
430.3
31.4
179.8
71.2
118.5
FOREIGN DIRECT INVESTMENT

2008
2009
2010
2011
123.7
1.6
82.0
24.2
55.1
4.4
125.6
53.9
1.1
69.1
83.8
3.3
233.2
97.6
34.3
42.7
47.5
124.5
153.9
10.8
122.2
30.1
80.5
24.9
2012
11.0
93.3
1.4
60.8
48.4
30.0
2013
12.6
72.6
(18.5)
10.0
12.6
12.3
2005
64.7
0.2
1.3
1.4
32.4
100.0
2006
68.8
0.4
4.7
9.1
16.9
100.0
2007
71.2
1.0
2.8
11.7
13.3
100.0

2008
2009
2010
71.7
56.0
56.4
0.7
0.6
0.7
1.3
1.7
1.7
17.5
26.6
19.8
8.8
15.2
21.4
100.0
100.0
100.0
2011
56.1
0.9
1.4
22.6
19.0
100.0
Table 3.1 Foreign Direct Investment

2005-2013
IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY
2005
213
1
4
5
107
329
2006
259
2
18
34
64
376
2011
3,007
46
75
1,211
1,016
5,355
2012
3,338
90
76
1,948
1,507
6,959
2013
3,759
155
62
2,143
1,697
7,815
2012
99.0
99.9
99.2
95.6
86.1
95.0
2013
97.3
97.1
92.9
94.5
84.4
93.4
2006
21.7
176.2
303.8
656.6
(40.3)
14.3

IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY
Foreign-to-Total Equity Ratio (in percent)

2005
87.6
52.5
38.4
37.0
47.5
66.9
2006
92.0
71.0
95.8
73.9
23.2
60.4
2007
98.1
100.0
97.2
50.9
93.1
87.9
2008
96.5
100.0
100.0
84.6
85.6
93.3
2009
95.9
84.1
63.3
99.4
74.2
91.8
2010
99.7
92.0
70.9
94.8
97.7
97.6
2011
98.2
97.2
72.5
95.4
80.4
93.2
Table 3.2.a. Foreign Equity, by Country of Investor

2005
IT-BPO Category
USA
Europe
Japan
Contact Center
139
72
Transcription
Animation
3
(3)
1
Other BPOs
82
TOTAL INDUSTRY
221
73
Percent Share
67.3
22.1
1/ In particular, India, Malaysia, and Singapore.
1
4
5
1.4
Other
Asia 1
2
1
3
24
30
9.1
Australia
0.0
0.0
Canada
0.0
0.0
Total FDI
213
1
4
5
106
329
100.0
Table 3.2.b. Foreign Equity, by Country of Investor

2006
IT-BPO Category
USA
Europe
Asia
Australia
Japan
Contact Center
257
1
Transcription
2
Animation
1
17
8
26
Other BPOs
4
20
2
38
TOTAL INDUSTRY
269
21
3
2
81
Percent Share
71.5
5.7
0.7
0.4
21.5
1/ In particular, United Kingdom, Germany, Switzerland, Netherlands, and Austria.
2/ In particular, Singapore, Malaysia, Hong Kong, and Taiwan.
India
1
1
0.2
Total FDI
259
2
18
34
64
376
100.0
Table 3.2.c. Foreign Equity, by Country of Investor

2007
IT-BPO Category
USA
Europe
Asia
Australia
Japan
Contact Center
408
178
Transcription
8
Animation
(-2)
25
16
(6)
86
Other BPOs
13
15
(654)
309
TOTAL INDUSTRY
445
193
(656)
(6)
420
Percent Share
54.2
23.5
(79.9)
(0.7)
51.1
India
426
426
51.9
Total FDI
585
8
23
96
109
821
100.0
Table 3.2.d. Foreign Equity, by Country of Investor

2008
Page 2 of 12
IT-BPO Category
USA
Europe
Asia
Australia
Japan
Contact Center
973
334
2
Transcription
13
Animation
(1)
24
320
Other BPOs
5
21
TOTAL INDUSTRY
986
339
1
365
Percent Share
54.0
18.6
0.1
20.0
India
134
134
7.3
Total FDI
1,309
13
23
320
161
1,825
100.0
Table 3.2.e. Foreign Equity, by Country of Investor

2009
IT-BPO Category
USA
Europe
Asia
Australia
Japan
Contact Center
1,125
173
(2)
9
Transcription
13
0
Animation
12
28
31
566
(1)
(1)
36
Other BPOs
190
16
4
1
147
TOTAL INDUSTRY
1,358
755
13
10
211
Percent Share
57.2
31.8
0.6
0.4
8.9
India
25
3
28
1.2
Total FDI
1,330
13
40
632
361
2,376
100.0
Table 3.2.f. Foreign Equity, by Country of Investor

2010
IT-BPO Category
USA
Europe
Asia
Contact Center
1,995
301
(34)
Transcription
21
Animation
637
(3)
1
Other BPOs
425
16
32
TOTAL INDUSTRY
3,079
314
(1)
Percent Share
71.8
7.3
(0.0)
1/ In particular, United Kingdom, Netherlands, and Germany.
2/ In particular, Singapore, Hong Kong, and Korea.
Australia
21
9
2
4
37
0.9
Japan
0
73
212
435
719
16.8
India
136
4
141
3.3
Total FDI
2,421
30
73
849
916
4,288
100.0
Table 3.2.g. Foreign Equity by Country of Investor

2011
IT-BPO Category
USA
Europe
Asia
Australia
Contact Center
1,385
1,510
18
28
Transcription
3
38
4
Animation
(43)
(29)
230
875
(0)
1
Other BPOs
445
96
229
2
TOTAL INDUSTRY
2,063
2,476
217
35
Percent Share
38.5
46.2
4.1
0.7
1/ In particular, United Kingdom, Netherlands, Switzerland and Germany.
2/ In particular, Singapore, Malaysia, Hong Kong and Korea.
Japan
0
1
147
106
227
482
9.0
India
61
0
17
79
1.5
China
3
3
0.1
Total FDI
3,007
46
75
1,211
1,016
5,355
100.0
Table 3.2.h. Foreign Equity by Country of Investor

2012
IT-BPO Category
USA
Europe
Asia
Australia
Contact Center
1,595
1,304
77
67
Transcription
67
28
Animation
(7)
177
1,509
94
3
Other BPOs
755
56
257
12
TOTAL INDUSTRY
2,593
2,869
421
109
Percent Share
37.3
41.2
6.1
1.6
1/ In particular, United Kingdom, Netherlands, Germany, Austria and France.
2/ In particular, Singapore, Malaysia, Hong Kong and Korea.
Japan
5
(5)
83
163
459
705
10.1
India
291
2
(31)
262
3.8
China
Total FDI
3,338
90
76
1,948
1,507
6,959
100.0
China
Total FDI
Table 3.2.i. Foreign Equity by Country of Investor

2013
IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY
USA
1,570
68
(2)
248
290
2,174
Europe
1,520
3
1,458
393
3,375
Asia
71
(13)
21
212
291
Australia
72
24
(1)
74
169
Japan
4
(6)
91
205
413
707
India
83
1
118
202
(0)
6
0
6
3,321
89
76
1,938
1,499
6,924
Page 3 of 12
Percent Share
31.4
48.7
4.2
1/ In particular, United Kingdom, Netherlands, Germany and France.
2/ In particular, Singapore, Hong Kong and Korea.
2.4
10.2
2.9
0.1
100.0
Page 4 of 12
Table 4. Employment, by IT-BPO Category

2004-2013
IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY
2004
65,006
901
1,488
11,975
15,118
94,488
2005
96,246
1,785
1,864
17,829
20,278
138,002
2006
153,683
4,956
4,482
42,657
42,267
248,045
Levels (count
2007
2008
169,748
212,372
6,621
4,321
4,323
5,656
44,870
49,893
45,994
82,893
271,556 355,135
in persons)
2009
2010
255,765
329,597
7,060
9,131
3,732
3,908
46,987
49,516
131,267
143,975
444,811 536,128
2011
433,183
11,084
3,973
55,464
175,761
679,464
2012
487,757
16,997
4,164
64,922
196,092
769,932
2013
530,882
20,172
4,206
82,583
213,939
851,782
2005
48.1
98.1
25.3
48.9
34.1
46.1
2006
59.7
177.7
140.4
139.3
108.4
79.7
2007
10.5
33.6
(3.5)
5.2
8.8
9.5
EMPLOYMENT
2008
2009
2010
25.1
20.4
28.9
(34.7)
63.4
29.3
30.8
(34.0)
4.7
11.2
(5.8)
5.4
80.2
58.4
9.7
30.8
25.3
20.5
2011
31.4
21.4
1.6
12.0
22.1
26.7
2012
12.6
53.3
4.8
17.1
11.6
13.3
2013
8.8
18.7
1.0
27.2
9.1
10.6
2004
68.8
1.0
1.6
12.7
16.0
100.0
2005
69.7
1.3
1.4
12.9
14.7
100.0
2006
62.0
2.0
1.8
17.2
17.0
100.0
Percent Sha
2007
2008
62.5
59.8
2.4
1.2
1.6
1.6
16.5
14.0
16.9
23.3
100.0
100.0
2007
42.2
100.7
35.2
149.4
66.8
68.1
COMPENSATION
2008
2009
2010
54.2
16.3
43.5
(8.1)
57.0
36.6
42.9
(21.9)
15.8
(13.5)
3.9
12.9
31.9
71.4
17.0
29.7
23.8
31.7
2011
27.3
31.7
12.8
35.1
24.6
27.7
2012
13.4
56.2
11.3
32.9
21.3
18.5
2013
12.4
27.8
5.4
35.0
12.1
16.2
2004
70.3
0.4
1.3
17.6
10.3
100.0
2005
72.2
0.6
1.1
15.6
10.4
100.0
2006
60.5
0.9
1.1
19.6
17.8
100.0
Percent Sha
2007
2008
51.2
60.8
1.1
0.8
0.9
1.0
29.1
19.4
17.7
18.0
100.0
100.0
2007
28.8
50.2
40.2
137.1
53.3
53.6

2008
2009
2010
23.2
(3.4)
11.4
40.8
(3.9)
5.6
9.2
18.4
10.6
(22.2)
10.3
7.2
(26.8)
8.3
6.7
(0.8)
(1.2)
9.3
2011
(3.2)
8.5
11.0
20.6
2.1
0.8
2012
0.7
1.9
6.2
13.5
8.7
4.5
2013
3.2
7.7
4.3
6.2
2.7
5.1
Table 5. Compensation, by IT-BPO Category

2004-2013
IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY
2004
331
2
6
83
49
471
2005
556
5
8
120
80
769
2006
766
12
14
249
226
1,266

2007
2008
2009
1,090
1,680
1,954
24
22
35
19
27
21
620
536
557
377
497
852
2,129
2,762
3,419
2004
5,099
2,295
4,172
6,943
3,210
4,989
2005
5,772
2,780
4,521
6,739
3,937
5,572
2006
4,985
2,426
3,071
5,827
5,345
5,105
2007
6,420
3,644
4,305
13,817
8,196
7,841
2010
2,805
48
24
629
997
4,502
2011
3,570
63
27
849
1,243
5,751
2012
4,049
98
30
1,129
1,507
6,813
2010
8,510
5,206
6,157
12,699
6,926
8,398
2011
8,240
5,649
6,832
15,313
7,070
8,464
2012
8,301
5,755
7,257
17,383
7,687
8,849
160.00
30.00
14.00
196.00
299.00
699.00
69.0
37.5
37.8
59.0
71.7
63.7
2013
4,549
125
32
1,524
1,689
7,919
2005
67.6
140.0
35.8
44.5
64.5
63.1
2006
37.9
142.2
63.3
106.9
183.0
64.7
ANNUAL COMPENSATION PER EMPLOYEE

IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY
Levels (in US$)

2008
2009
7,912
7,640
5,131
4,929
4,702
5,568
10,743
11,849
5,997
6,493
7,778
7,686
2013
8,569
6,198
7,568
18,453
7,896
9,297
2005
13.2
21.1
8.4
(2.9)
22.7
11.7
Table 6. Profile of Respondents

2013
2013
IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY
Total
232
80
37
332
417
1,098
n1
n2
n3
n4
n5
14
2
5
19
19
59
135
15
2
126
242
520
11
13
7
51
38
120
11
3
1
16
20
51
61
47
22
120
98
348
Page 5 of 12
2006
(13.6)
(12.8)
(32.1)
(13.5)
35.8
(8.4)
SUPPLEMENTAL TABLES
Table 1. Sales Revenue, by IT-BPO Category
REVENUES
IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY
Levels in US$ Million

2009
4,207
57
52
1,672
2,270
8,258
2010
5,260
84
63
2,198
2,452
10,058
2011
6,817
122
72
2,469
2,594
12,074
2012
7,587
198
80
2,848
2,736
13,450

2013
8,394
423
88
3,429
2,971
15,305
2010
25.0
48.8
20.6
31.4
8.0
21.8
2011
29.6
44.3
14.0
12.3
5.8
20.1
2012
11.3
63.3
11.7
15.4
5.5
11.4
2013
10.6
113.0
9.4
20.4
8.6
13.8
Percentage Points Contribution to

Growth
2010
2011
2012
2013
12.8
15.5
6.4
6.0
0.3
0.4
0.6
1.7
0.1
0.1
0.1
0.1
6.4
2.7
3.1
4.3
2.2
1.4
1.2
1.7
21.8
20.1
11.4
13.8
2009
50.9
0.7
0.6
20.3
27.5
100.0

Growth
2010
2011
2012
2013
15.4
11.0
8.0
4.1
0.3
0.5
0.7
1.8
0.1
0.1
0.1
0.0
4.9
4.8
2.1
4.9
2.1
1.5
1.2
2.5
22.7
17.8
12.0
13.4
2009
51.0
0.7
0.6
20.1
27.6
100.0
Percent Share to Industry Total

2010
52.3
0.8
0.6
21.9
24.4
100.0
2011
56.5
1.0
0.6
20.4
21.5
100.0
2012
56.4
1.5
0.6
21.2
20.3
100.0
2013
54.8
2.8
0.6
22.4
19.4
100.0
Table 2. Industry Exports, by IT-BPO Category

EXPORTS
IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY

2009
3,938
54
46
1,553
2,126
7,717
2010
5,126
75
54
1,928
2,288
9,470
2011
6,166
122
60
2,381
2,432
11,160
2012
7,062
198
69
2,613
2,561
12,503

2013
7,578
422
75
3,222
2,879
14,175
2010
30.2
37.7
17.8
24.2
7.6
22.7
2011
20.3
62.1
11.5
23.5
6.3
17.8
2012
14.5
63.1
15.9
9.8
5.3
12.0
2013
7.3
112.8
7.5
23.3
12.4
13.4

2010
54.1
0.8
0.6
20.4
24.2
100.0
2011
55.3
1.1
0.5
21.3
21.8
100.0
2012
56.5
1.6
0.6
20.9
20.5
100.0
2013
53.5
3.0
0.5
22.7
20.3
100.0
Table 3. Industry Total Equity, by IT-BPO Category

TOTAL EQUITY
IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY

2009
1,387
16
63
636
486
2,587
2010
2,428
33
103
895
938
4,395
2011
3,063
48
104
1,270
1,262
5,746
2012
3,372
90
77
2,038
1,751
7,327

Growth
2011
2012
2013
14.5
5.4
6.7
0.3
0.7
1.0
0.0
(0.5)
(0.1)
8.5
13.4
3.1
7.4
8.5
3.5
30.7
27.5
14.2
2009
53.6
0.6
2.4
24.6
18.8
100.0

Growth
2012
2013
2010
2011
2012
2013
11.0
12.6
45.9
13.7
6.2
6.0
93.3
72.6
0.7
0.4
0.8
0.9
1.4
-18.5
1.4
0.1
0.0
(0.2)
60.8
10.0
9.1
8.5
13.8
2.8
48.4
12.6
23.4
2.3
9.2
2.7
30.0
12.3
80.5
24.9
30.0
12.3
2009
56.0
0.6
1.7
26.6
15.2
100.0

2013
3,864
159
67
2,268
2,009
8,367
2010
75.0
106.1
64.0
40.8
92.9
69.9
2011
26.2
45.7
1.0
41.9
34.6
30.7
2012
10.1
88.0
-25.9
60.5
38.7
27.5
2013
14.6
77.7
-13.0
11.3
14.7
14.2
2010
40.2
0.7
1.5
10.0
17.5
69.9

2010
55.2
0.7
2.3
20.4
21.3
100.0
2011
53.3
0.8
1.8
22.1
22.0
100.0
2012
46.0
1.2
1.0
27.8
23.9
100.0
2013
46.2
1.9
0.8
27.1
24.0
100.0
Table 4. Industry Foreign Direct Investment, by IT-BPO Category

IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY

2009
1,330
13
40
632
361
2,376
2010
2,421
30
73
849
916
4,288
2011
3,007
46
75
1,211
1,016
5,355
2012
3,338
90
76
1,948
1,507
6,959

2013
3,759
155
62
2,143
1,697
7,815
2010
82.0
125.6
83.8
34.3
153.9
80.5
2011
24.2
53.9
3.3
42.7
10.8
24.9

2010
56.4
0.7
1.7
19.8
21.4
100.0
2011
56.1
0.9
1.4
22.6
19.0
100.0
2012
48.0
1.3
1.1
28.0
21.7
100.0
2013
48.1
2.0
0.8
27.4
21.7
100.0
Table 5. Industry Employment, by IT-BPO Category

EMPLOYMENT
IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY
No. of Persons
2009
255,765
7,060
3,732
46,987
131,267
444,811
2010
329,597
9,131
3,908
49,516
143,975
536,128
2011
433,183
11,084
3,973
55,464
175,761
679,464

Growth

2012
487,757
16,997
4,164
64,922
196,092
769,932
2013
530,882
20,172
4,206
82,583
213,939
851,782
2010
28.9
29.3
4.7
5.4
9.7
20.5
2011
31.4
21.4
1.6
12.0
22.1
26.7
2012
12.6
53.3
4.8
17.1
11.6
13.3
2013
8.8
18.7
1.0
27.2
9.1
10.6
2010
16.6
0.5
0.0
0.6
2.9
20.5
2011
19.3
0.4
0.0
1.1
5.9
26.7
2012
8.0
0.9
0.0
1.4
3.0
13.3
2013
5.6
0.4
0.0
2.3
2.3
10.6
Percent Share To Industry Total

2009
57.5
1.6
0.8
10.6
29.5
100.0
2010
61.5
1.7
0.7
9.2
26.9
100.0
2011
63.8
1.6
0.6
8.2
25.9
100.0
2012
63.4
2.2
0.5
8.4
25.5
100.0
2013
62.3
2.4
0.5
9.7
25.1
100.0
Table 6. Industry Compensation, by IT-BPO Category

COMPENSATION
IT-BPO Category
Contact Center
Transcription
Animation
Other BPOs
TOTAL INDUSTRY

2009
1,954
35
21
557
852
3,419
2010
2,805
48
24
629
997
4,502
2011
3,570
63
27
849
1,243
5,751
2012
4,049
98
30
1,129
1,507
6,813

2013
4,549
125
32
1,524
1,689
7,919
2010
43.5
36.6
15.8
12.9
17.0
31.7
2011
27.3
31.7
12.8
35.1
24.6
27.7
2012
13.4
56.2
11.3
32.9
21.3
18.5
2013
12.4
27.8
5.4
35.0
12.1
16.2
Annual Average Compensation per Em

Growth
2010
2011
2012
2013
24.9
17.0
8.3
7.3
0.4
0.3
0.6
0.4
0.1
0.1
0.1
0.0
2.1
4.9
4.9
5.8
4.2
5.4
4.6
2.7
31.7
27.7
18.5
16.2
Page 6 of 12
Percent Share To Industry Total

2009
57.2
1.0
0.6
16.3
24.9
100.0
2010
62.3
1.1
0.5
14.0
22.1
100.0
2011
62.1
1.1
0.5
14.8
21.6
100.0
2012
59.4
1.4
0.4
16.6
22.1
100.0
Levels in US$
2013
57.4
1.6
0.4
19.2
21.3
100.0
2009
7,640
4,929
5,568
11,849
6,493
7,686
2010
8,510
5,206
6,157
12,699
6,926
8,398
2011
8,240
5,649
6,832
15,313
7,070
8,464
2012
8,301
5,755
7,257
17,383
7,687
8,849
2013
8,569
6,198
7,568
18,453
7,896
9,297
2010
11.4
5.6
10.6
7.2
6.7
9.3
SALES REVENUE
2009
2010
50.9
52.3
0.7
0.8
0.6
0.6
20.3
21.9
27.5
24.4
100.0
100.0
2011
56.5
1.0
0.6
20.4
21.5
100.0
2012
56.4
1.5
0.6
21.2
20.3
100.0
2013
54.8
2.8
0.6
22.4
19.4
100.0

2009
2010
51.0
54.1
0.7
0.8
0.6
0.6
20.1
20.4
27.6
24.2
100.0
100.0
2011
55.3
1.1
0.5
21.3
21.8
100.0
2012
56.5
1.6
0.6
20.9
20.5
100.0
2013
53.5
3.0
0.5
22.7
20.3
100.0
XPORT REVENUE
Page 7 of 12

2012
46.0
1.2
1.0
27.8
23.9
100.0
2013
46.2
1.9
0.8
27.1
24.0
100.0
2012
48.0
1.3
1.1
28.0
21.7
100.0
2013
48.1
2.0
0.8
27.4
21.7
100.0
STMENT
Page 8 of 12
Page 9 of 12
Page 10 of 12
EMPLOYMENT
2009
2010
57.5
61.5
1.6
1.7
0.8
0.7
10.6
9.2
29.5
26.9
100.0
100.0
2011
63.8
1.6
0.6
8.2
25.9
100.0
2012
63.4
2.2
0.5
8.4
25.5
100.0
2013
62.3
2.4
0.5
9.7
25.1
100.0

2009
2010
57.2
62.3
1.0
1.1
0.6
0.5
16.3
14.0
24.9
22.1
100.0
100.0
2011
62.1
1.1
0.5
14.8
21.6
100.0
2012
59.4
1.4
0.4
16.6
22.1
100.0
2013
57.4
1.6
0.4
19.2
21.3
100.0
COMPENSATION
Page 11 of 12
Annual Average Compensation per Employee

Growth Rates
2011
(3.2)
8.5
11.0
20.6
2.1
0.8
2012
0.7
1.9
6.2
13.5
8.7
4.5
2013
3.2
7.7
4.3
6.2
2.7
5.1
Page 12 of 12

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2013 SURVEY OF IT-BPO SERVICES

Levels (in US$ million)

Levels (in US$ million)

Table 2.1.a. Export Revenue, by Country of Destination

Table 2.1.b. Export Revenue, by Country of Destination

Table 3. Total Equity, by IT-BPO Category

Levels (in US$ million)

Levels (in US$ million)

Percent Share to Total

FOREIGN DIRECT INVESTMENT

Percent Share to Total

Table 3.1 Foreign Direct Investment

FOREIGN DIRECT INVESTMENT

Foreign-to-Total Equity Ratio (in percent)

Table 3.2.a. Foreign Equity, by Country of Investor

Table 3.2.b. Foreign Equity, by Country of Investor

Table 3.2.c. Foreign Equity, by Country of Investor

Table 3.2.d. Foreign Equity, by Country of Investor

Table 3.2.e. Foreign Equity, by Country of Investor

Table 3.2.f. Foreign Equity, by Country of Investor

Table 3.2.g. Foreign Equity by Country of Investor

Table 3.2.h. Foreign Equity by Country of Investor

Table 3.2.i. Foreign Equity by Country of Investor

Table 4. Employment, by IT-BPO Category

Growth Rates (in percent)

Table 5. Compensation, by IT-BPO Category

Levels (in US$ million)

ANNUAL COMPENSATION PER EMPLOYEE

Levels (in US$)

Table 6. Profile of Respondents

Levels in US$ Million

Growth Rates (in percent)

Percentage Points Contribution to

Percentage Points Contribution to

Percent Share to Industry Total

Table 2. Industry Exports, by IT-BPO Category

Levels in US$ Million

Growth Rates (in percent)

Percent Share to Industry Total

Table 3. Industry Total Equity, by IT-BPO Category

Levels in US$ Million

Percentage Points Contribution to

FOREIGN DIRECT INVESTMENT

Growth Rates (in percent)

Percent Share to Industry Total

Table 4. Industry Foreign Direct Investment, by IT-BPO Category

Levels in US$ Million

Growth Rates (in percent)

Percent Share to Industry Total

Table 5. Industry Employment, by IT-BPO Category

Percentage Points Contribution to

Growth Rates (in percent)

Percent Share To Industry Total

Table 6. Industry Compensation, by IT-BPO Category

Levels in US$ Million

Growth Rates (in percent)

Annual Average Compensation per Em

Percentage Points Contribution to