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Home > Computers and Information Technology > Software > CRM & Customer Service
Vertical guide to call centers in EMEA
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| Published Date:
April 2004
Published By:
Datamonitor
Page Count:
222
Order Code:
R313-6662
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Introduction
This is an in-depth review of the EMEA call center market across 26 geographies, 13 vertical markets and 4 call center size bands. Multimedia call center adoption in EMEA is also examined. Figures are provided through the year 2008. The report analyzes the EMEA call center market by major and minor markets, providing an overview and strategic recommendations for each one.
Scope
Sizing of the call center market by number of call centers in 26 EMEA markets from 2003 to 2008
Segmentation of the market by four call center size-bands for each seperate country and major region
Segmentation of the EMEA call center market by multimedia facility vs. traditional facility
Report Highlights
Total agent positions in EMEA will grow from 1.5 million at the end of 2003 to 2.1 million by 2008, at a CAGR of 6.3% through this period.
At the end of 2003, the largest call center size band in EMEA was the 10 - 30 category, accounting for 50% of facilities. This segment will increase to 55% by 2008.
Financial services, outsourcing, manufacturing, and communications were the largest vertical markets in EMEA at the end of 2003. However, through 2008 the fastest growing verticals for call center services will be the public sector, health care, outsourcing, entertainment, and utilities.
Reasons to Purchase
Determine the largest and fastest-growing call center markets in EMEA
Identify the most important and fastest-growing vertical markets by country
Understand the opportunities across different call center size bands by country and determine the effect of multimedia proliferation across EMEA
Scope
Break-out of EMEA's 13 vertical markets until 2008 by major country and region
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