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State of the Human Resources Outsourcing Industry 2010 available through

Press Release   •   Feb 15, 2011 12:37 IST

The contract activity in the market has shown an increase in terms of the number of small deals.

Features and benefits

* Results of the world's largest primary research project on customer satisfaction with outsourced service provision.
* Analysis of activity by region, industry and service type in the global HRO market.


This report finds that most users of outsourced services are satisfied with the service delivered by outsourcing vendors.The providers receiving the highest rankings in the 2010 Black Book of Outsourcing survey tend to be niche players which focused on specific service areas and sectors. A larger scale of operation (in terms of revenues) did not assure a company a higher rating in customer satisfaction.The manufacturing sector accounted for the most number of contracts in 2009. However, the local governments contributed the highest aggregate contract value. This market is increasingly tending towards contracts with smaller value and focused service providers.

Your key questions answered

* Which HRO service providers provide the highest levels of customer satisfaction?
* Which factors do clients consider most important when assessing satisfaction with HRO service delivery?

Table of Contents :

Executive Summary
Niche players doing well on customer satisfaction
Core HRO vendors expanding their delivery capabilities in offshore/ nearshore locations
The US and the UK are the largest HRO markets during 2006–10
Impressive performance by small vendors
Focus on SME market for growth
Increasing consolidation in the HRO market

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