EMEA Contact Centre Outsourcing Markets

Frost & Sullivan, May 2010, Pages: 65

This research service looks at market trends, drivers, and restraints for the EMEA contact centre outsourcing market. It also provides market size, market segmentation, revenue forecasts, outsourced seats breakdown by country/region, and market share by major market participants. The EMEA regional breakdown includes UK, Germany, France, Spain, Italy, Benelux, Scandinavia, Eastern Europe, Russia, Rest of Europe, and Middle East and Africa. Tier I vendors are profiled and considerations for market penetration and growth are proposed.

Research Overview
This Frost & Sullivan research service titled EMEA Contact Centre Outsourcing Markets analyzes the key challenges, drivers, restraints, and trends that are impacting market penetration and growth in the industry. In this research, Frost & Sullivan's expert analysts provide market size, market forecasts, market share by major providers, pricing analysis, and competitive profiles of the top outsourcers in the region.

This analysis is available through our Contact Centers Growth Partnership Services program. With continuous access to intelligence and resources from all seven perspectives of the Complex Business Universe, the Growth Partnership Services program ensures that you and your Growth Team™ are able to maintain a 360 Degree Perspective of the market. This comprehensive, objective information allows your company to mitigate risk, identify new opportunities, and drive effective strategies for growth.

Market Overview

Shift in Customer Care Strategies Drives Growth in EMEA Contact Centre Outsourcing

While the vast majority of outsourcers reported a general reduction in inbound call volumes from their key clients, new engagement opportunities appear to be on the upswing. Clients in Europe, Middle East and Asia (EMEA) are focusing on customer acquisition and retention programs through proactive customer outreach. The market for outsourced customer care services has grown in the last three years, as cultural resistance to the practice eased and economic competition intensified. Interviews with market participants indicate that a larger percent of companies in Europe currently contract with outsourcing providers to handle this essential customer-facing portion of their business. "The burgeoning business process outsourcing (BPO) industry has triggered growth in the outsourced contact centre services markets," notes the analyst of this research service. "The increased adoption of IP and multi-media technology and hosted/software-as-a-service (SaaS) models has been an important driver for EMEA outsourcing growth; in the last year; also, customer retention activity is more important than ever for enterprises." Customer care outsourcing is a subset of the much-broader business process outsourcing (BPO) industry.

Financial services, retail, credit card, insurance, and communications are the most prominent vertical markets. Tech support and help desk, especially in IT/high-tech verticals, and general customer servicing continue to be the fastest growing segments within the contact centre outsourcing environment. Increasingly, clients in the EMEA region are looking for outsourced service providers that offer comprehensive, globally expansive solutions set to help mitigate their operational risk, without sacrificing quality or customer retention and satisfaction.

"The top drivers in the market in EMEA are the growing need for multilingual agent capability and, in this economy, the need from clients to shave costs," explains the analyst. "We continue to witness agent growth in Eastern Europe as economies in these emerging countries grow; successful providers are finding innovative ways to attract multilingual agents and equip them with the latest tools to communicate across channels with customers-even into the domain of social media."

1 MARKET OVERVIEW

- Summary of Major Findings
- - 1. Market Overview
- - 2. Market Trends
- - 3. Technology Trends
- - 4. Industry Challenges
- - 5. Market Drivers
- - 6. Market Restraints

2 MARKET ANALYSIS

- Market Forecasts
- - 1. Revenue Forecasts
- - 2. Agent Seat Forecasts
- - 3. Pricing Models

3 COMPETITIVE ANALYSIS

- Competitive Analysis
- - 1. Competitive Structure
- - 2. Market Share
- - 3. Vendor Profiles A - G
- - 4. Vendor Profiles H - Z
- - 5. Growth Strategies

List of Figures

Chapter 1
- Contact Centre Outsourcing Market: Impact of Top Industry Challenges (EMEA), 2010-2016
- Contact Centre Outsourcing Market: Market Drivers Ranked in Order of Impact (EMEA), 2010-2016
- Contact Centre Outsourcing Market: Market Restraints Ranked in Order of Impact (EMEA), 2010-2016

Chapter 2
- Contact Centre Outsourcing Market: Revenue Forecasts (EMEA), 2008-2016
- Contact Centre Outsourcing Market: Percent of Revenues by Industry Vertical (EMEA), 2008-2016
- Contact Centre Outsourcing Market: Percent of Revenues by Automated Systems vs. Live Agent Interactions (EMEA), 2008-2016
- Contact Centre Outsourcing Market: Agent Seat Forecast by Country (UK), 2008-2016
- Contact Centre Outsourcing Market: Agent Seat Forecast by Country (Germany), 2008-2016
- Contact Centre Outsourcing Market: Agent Seat Forecast by Country (France), 2008-2016
- Contact Centre Outsourcing Market: Agent Seat Forecast by Country (Spain), 2008-2016
- Contact Centre Outsourcing Market: Agent Seat Forecast by Country (Italy), 2008-2016
- Contact Centre Outsourcing Market: Agent Seat Forecast by Country/Region (Benelux), 2008-2016
- Contact Centre Outsourcing Market: Agent Seat Forecast by Country/Region (Scandinavia), 2008-2016
- Contact Centre Outsourcing Market: Agent Seat Forecast by Country/Region (Eastern Europe), 2008-2016
- Contact Centre Outsourcing Market: Agent Seat Forecast by Country/Region (Russia & CIS), 2008-2016
- Contact Centre Outsourcing Market: Agent Seat Forecast by Country/Region (Rest-of-Europe), 2008-2016
- Contact Centre Outsourcing Market: Agent Seat Forecast by Country/Region (Middle East and Africa), 2008-2016
- Contact Centre Outsourcing Market: Agent Seat Forecast by Country or Geographic Region (EMEA), 2008-2016

Chapter 3
- Contact Centre Outsourcing Market: Competitive Structure (EMEA), 2009
- Contact Centre Outsourcing Market: Market Share of Major Market Participants (EMEA), 2008 and 2009

Product Samples

A sample for this product is available. Please Login/Register to download this sample.

Customers who bought this item also bought

• Contact Centre Outsourcing in Europe
• Data Centre Pricing Germany - 2012
• Data Centre Pricing UK - 2012
• Premium Data Centre 2012 - Pricing, Business Model and Services
• Contact Centre Systems Markets in EMEA
• Analysis of the European, Middle Eastern, and African Contact Center Outsourcing Market
• Data Centre Pricing in Europe 2011 and 2016
• Data Centre Price Tracker - Quarterly Price Analysis of European Data Centres
• Data Centre Pricing France - 2012
• EMEA Hosted IP Contact Centre Market