Contact Center Solutions Featured Article

Frost & Sullivan: Recession Motivates Enterprises to Examine Benefits of Contact Center Outsourcing

November 05, 2012

It was a time when many enterprises preferred contact center outsourcing to provide premier customer service to its customers, while controlling capital and operating expenses.

But with the economic slowdown, things have changed. Businesses have started reevaluating their decisions to run their contact centers abroad.

Frost & Sullivan (News - Alert) recently presented its latest study – an analysis of the European, Middle Eastern and African (EMEA) Contact Center Outsourcing Market. The study reveals that the contact center outsourcing market in EMEA experienced relatively low growth in 2011, compared to other major regions of the world.

The analysis suggests slow growth in this sector is expected to persist over the next five years due to the prevailing economic situation in Europe, and stiff competition from in-house contact centers.

The report finds that the market earned revenue of $16.5 million in 2011, and estimates this to reach about $18.9 by 2017. Decreasing margins in certain sectors due to the economic recession has resulted in the need to revise cost structures.

"[The] industry is now being driven by the growing demand for low-cost, high-quality customer contact solutions," said Sathya Subramanian, Frost & Sullivan senior research analyst. "Multi-shoring capabilities for the various languages in the region and the presence of a large workforce that can offer multi-lingual contact center services will boost the industry's growth in the forecast period."

This report is part of the Contact Centers & CRM Growth Partnership Services program.

"In-house contact centers are preferred over third-party outsourcers by many enterprises due to quality and security concerns," explained Subramanian. "Difficult economic conditions have led to enterprises adopting a 'wait and watch' approach with contact centers."




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Interactive Intelligence Named a Top 10 Place to Work for in Indianapolis

It seems like the end of the year needs to get here faster. The reason is Contact Center Solutions Community sponsor Interactive Intelligence may run out of space at its headquarters in Indianapolis, IN because of the recognition the company has received in just the past few weeks. [ Read More ]
12/16/2014

Frontier Communications Adding to Bi-Lingual Customer Service

As has been noted in several postings in TMCnet's contact center solutions community, being able to offer multi-lingual, but importantly in the U.S. bi-lingual customer care with Spanish as the second language, has become critical in almost every vertical market. Indicative of this is the announcement from TMC's home state, dominant service provider Frontier Communications has announced it will add 25 employees to its Connecticut contact center. The reason for the expansion is to provide support… [ Read More ]
12/15/2014

Rush Enterprises Grow Dealership and Contact Center Network

One of the reasons the contact center solutions business has been and will continue to be robust is rather obvious, i.e., as companies grow they need to grow their ability to provide great customer experiences both physically and virtually. An example of this comes from Texas-based Rush Truck Centers (RTC), the dealership arm of $3.4 billion conglomerate Rush Enterprises. It has announced that not only is it expanding its footprint in Florida and Texas, but at the same time it will be adding to … [ Read More ]
12/15/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Google and Avaya

Contact Center Solutions Community news and ingights including the growing importance of WebRTC. [ Read More ]
12/13/2014
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!