Multi-Process Human Resources Outsourcing (MPHRO) Annual Report 2019 – Unraveling the HR Conundrum Through Digital Adoption

18 Jan 2019
by Anil Vijayan, Priyanka Mitra, Sharath Hari N

The global Multi-Process Human Resource Outsourcing (MPHRO) market has been able to consistently maintain an upward growth trajectory, witnessing a CAGR of 6-8% and is expected to cross US$5 billion by 2020. The growth is backed by strong demand from the mid-market (particularly from North America) as well as other geographies such as Asia Pacific and the Middle East. Challenges faced by HR such as pressure to reduce operating costs, talent-related issues, and the need to improve employee experience have forced the enterprises to look for innovative solutions. A combination of solutions such as analytics, automation, cloud, and advisory can be leveraged to mitigate these challenges.

Due to the evolving buyer demands and rapidly-changing technology landscape, the role of service providers will evolve from that of administrators to strategic partners who bring together or orchestrate the ecosystem. This will require providers to invest in developing capabilities across the consult-to-operate paradigm, with key focus on consulting.

In this research, we analyze the MPHRO market across various dimensions:

  • State of the market
  • Market overview and adoption trends
  • Solution characteristics
  • Service provider landscape
  • Outlook for 2019


  • MPHRO deals in which a minimum of three HR processes are included
  • Deals where buyer employee size is 3,000 or more
  • All geographies and industries

The following service providers have been analysed as a part of this report:

Accenture, ADP, Alight Solutions, Ascender, Capgemini, Capita, CGI, Conduent, DXC Technology, Hexaware, IBM, Infosys, MHR, Neeyamo, NGA HR, OneSource Virtual, TCS, Toutatis, Wipro, WNS, and Zalaris.


This research provides comprehensive coverage of the 2017-2018 HRO market and analyzes it across various dimensions such as market overview, evolving market situation, and buyer adoption trends. Some of the key findings are:

  • The HR function faces challenges on multiple fronts – emerging talent-related issues, high cost of operations, and the need to improve employee experience being the most important
  • The accelerated growth in the market was driven by robust new deal activity in both the mid- and large-market segments
  • A combination of solutions – including digital technologies – can be leveraged to mitigate challenges prevalent within HR operations
  • With enterprises taking a more strategic outlook toward HRO, there has been a marked increase in the inclusion of talent management processes. Enterprises want to undergo end-to-end transformation of their HR processes rather than focusing on transactional processes in isolation
  • Leading players have witnessed strong traction from the more mature markets; in emerging markets local players feature more prominently
  • Going ahead, digitally-driven orchestration-led engagements will form the primary deal archetypes in the ever-evolving MPHRO marketplace


Human Resources Outsourcing (HRO)


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