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.
New analysis from Frost & Sullivan (contactcenter.frost.com), Contact Centre Outsourcing in Europe, finds that the market earned revenues of €13.056 billion in 2010 and estimates this to reach €16.044 billion in 2017. 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 Frost & Sullivan Senior Industry Analyst Suvradeep Bhattacharjee. "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.
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, Frost & Sullivan 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 Bhattacharjee. "Building strong offerings on social media based customer interaction will enable contact centre outsourcing vendors to succeed."
If you are interested in more information on this study, please send an email with your contact details to Joanna Lewandowska, Corporate Communications, at joanna.lewandowska[.]frost.com.
Contact Centre Outsourcing in Europe is part of the Contact Centres Growth Partnership Service programme, which also includes research in the following markets: EMEA Inbound Contact Routing Systems Markets, EMEA IVR and Voice Portals Systems Markets and EMEA Agent Performance Optimization Markets. All research included in subscriptions provide detailed market opportunities and industry trends that have been evaluated following extensive interviews with market participants.
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Contact Centre Outsourcing in Europe / M6F6-76