Call Center Outsourcing in EMEA: Industry Research Report

Call Center Outsourcing in EMEA

Published Date: May 2003

Published By: Datamonitor

Page Count: 189

Order Code: R313-5724

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Description

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Introduction:
Datamonitor predicts that the outsourcing segment will outgrow all other contact center verticals in EMEA. This report will outline the strategies undertaken by leading outsourcers and small upstarts, and track the size and future growth of outsourcing in EMEA. Includes profiles of leading EU outsourcers and detailed splits of data by national market and by vertical within national markets.

Scope:
* Market sizing and segmentation by country and vertical market from 2002 to 2007

* Competitive analysis of pan-EMEA and local players

* Analysis of the key trends in call center outsourcing

Report Highlights:
In 2002 there were 149,000 outsourced agent positions in EMEA, or 11.7% of the total number in the region. By 2007 this figure will have grown to 286,000, or 16.1% of the EMEA total.

The call center outsourcing market in EMEA was worth $5.7bn in 2002; by 2007 it will be worth $11.5bn.

Outsourcers will increasingly deliver combined onshore and offshore services and the fastest growing areas of call center outsourcing will be customer service and helpdesk services

Reasons to Purchase:
* Identify the fastest growing vertical and country markets across EMEA

* Understand the effects of the growth of offshore and nearshore outsourcing

* Understand new types of services offering and pricing models

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