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Contact Centre Outsourcing in Europe
Frost & Sullivan, May 2011
Contact centre outsourcing market in Europe is going through a period of consolidation. Contact centre clients are primarily focused on cost but we are seeing increasing focus on quality and added value services. Public sector, travel/hospitality and retail/CPG verticals are expected to show high growth in the 2011-17 period. We are expecting that spending review by several governments in Europe will lead to new contact centre contracts being awarded in the public sector. This study provides a detailed insight into the Contact Centre Outsourcing market in EMEA. Insights include market share, revenue forecast, seat forecast, vertical forecast, function forecast and country specific insights into UK, Germany, France, Spain, Italy and Benelux.
Research Overview
This report provides a detailed insight into market dynamics. Insights include market share, revenue forecast, seat forecast, vertical forecast, function forecast and country-specific insights into the United Kingdom, Germany, France, Spain, Italy and Benelux.
Market Overview
Demand from the Public Sector, Travel/Hospitality and Retail/CPG Verticals to Drive Market Growth
The contact centre outsourcing market in Europe is going through a period of consolidation. While clients in Europe have been primarily focused on cost, there has also been an increasing emphasis on quality and value-added services. The public sector, travel/hospitality and retail/consumer packaged goods (CPG) verticals are anticipated to show high growth in the 2011-2017 period. Spending reviews by several governments in Europe will lead to new contact centre contracts being awarded in the public sector. Technical support and sales functions are projected to display high growth.
“While the contact centre outsourcing market in Western Europe is relatively mature, Eastern Europe, Russia and the CIS and Middle East and Africa will experience higher growth rates starting from 2011,” notes the analyst of this research. “Growth will be driven by the underlying growth of GDP in these regions and by demand from the expanding telecom and financial services sectors which are being liberalised and opened to private ownership.” In western Europe, growth will derive principally from the public sector, travel/hospitality and retail/CPG verticals. Spending reviews by major European governments will lead to opportunities in the public sector, particularly in the United Kingdom and Germany. Demand from the retail/CPG sector is rising as retailers in Europe launch new products and services in the retail, telecom and banking domains.
Social Media Emerges as Channel for Future Growth
The decline in general levels of economic activity due to the recession, such as decreasing levels of business and consumer spending, has resulted in a lowered demand for contact centre outsourcing services. This has been the case, particularly in Western Europe. Competition is set to intensify as new participants enter and the trend towards off-shoring picks up momentum. Due to the slow pace of economic recovery and increasing level of competitive intensity, this report estimates the market to register a moderate compound annual growth rate of 3 per cent over the period 2010-2017.
While the level of economic activity has declined and competitive intensity in the traditional contact centre channels, such as voice, has increased, the level of traffic in the social networking sites has risen exponentially in recent years. “Some contact centre outsourcing vendors have rightly identified social media as the channel for future growth, but few have developed strong offerings to drive that growth,” remarks the analyst. “Building strong offerings on social media based customer interaction will enable contact centre outsourcing vendors to succeed.”
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