Contact Center Solutions Featured Article

New Report Says EMEA Contact Center Outsourcing Growth Will Remain Slow

October 31, 2012

Contact center business is booming outside of North America, right? Maybe not, according to the results of a new study, and it may be new business models for contact centers to blame.

In fact, the contact center outsourcing market in Europe, the Middle East and Africa (EMEA) experienced low growth in 2011, according to a new report from market analyst firm Frost & Sullivan (News - Alert) – “Analysis of the European, Middle Eastern and African Contact Centre Outsourcing Market.”

The report noted that the market earned revenue of €12. 8 billion ($15.5 billion) in 2011 and estimates this to reach €14.7 billion ($19 billion) in 2017.

Frost & Sullivan said it believes the low growth rate trend will persist over the next five years due to the prevailing economic situation in Europe and stiff competition from in-house contact centers.

“Cost savings for enterprises, multishoring options and customer contact expertise offered by providers in the market, together with a large, educated labor pool, will promote the outsourcing of contact center services,” said Frost & Sullivan’s senior research analyst, Sathya Subramanian, in a statement announcing the study’s results. “The current economic situation, which has resulted in enterprises demanding higher-quality customer services, will add further impetus to market development.”

The report concludes that deteriorating margins in certain sectors thanks to global economic woes have resulted in the need to revise cost structures. This has been accompanied by a heightened focus on high-quality customer interactions, and to achieve this, enterprises have started to seek the expertise of third-party outsourcers, according to Frost & Sullivan.

Furthermore, in order to circumvent the need for substantial upfront capital expenditures, enterprises are opting to outsource, and hence switch to the operational expenditure model,” explained Frost & Sullivan’s industry analyst for ICT in Africa, Ishe Zingoni.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Hiring Spree in the US

There are two interesting trends that continue to make their appearance in Contact Center Solutions Community news on almost a weekly basis, and this week they are prominent. They happen to also be closely related. The first is that that with customer experience improvement being such a large priority for companies around the world, the investment in contact centers is clearly increasing. The second is that whether it is contact centers for individual companies and government agencies of relying… [ Read More ]
09/20/2014

Tellwise Smart Messages Integrated with Salesforce.com CRM

Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
09/18/2014

Creating Customers for Life

Finally, a paramount piece to the puzzle is advocacy. By identifying who one's most active users are, and seeing who is gaining the high value from your offerings, it creates the opportunity for walking, talking advertisements. Communities of users can be developed to create best practices, and by fostering these relationships the door is left wide open for a very profitable long-term partnership. Referrals earn these advocates entrance in a loyalty program. To measure levels of advocacy, the me… [ Read More ]
09/18/2014

Xerox Bringing 1,000+ Call Center, Other Jobs to Kentucky

When it comes to the call center world, the growing trend for the market is for companies to return to the United States. Xerox is just one of the companies moving its call center operations back to the U.S. [ Read More ]
09/18/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!