Product Type: Market Research Report
Published by: Datamonitor
Published: May 2003
Product Code: R313-5724Description 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
Table of Contents CHAPTER 1 EXECUTIVE SUMMARY
Introduction
Market context and trends
Market sizing
Vertical focus
Competitive dynamics
Action points
CHAPTER 2 INTRODUCTION
What is this report about?
Who is the target reader?
How to use this report
CHAPTER 3 MARKET CONTEXT AND TRENDS
Introduction
Key findings
The evolution of customer relationship outsourcing
Traditional telephony services
The growth of the Internet
CRM
Expanding service portfolios
New services
New delivery models
Implications of expanding service portfolios
Evolving pricing models
Traditional pricing models
Risk / reward sharing
The growth of offshore and nearshore outsourcing
The evolution of offshore and nearshore outsourcing
Offshore and nearshore locations
Locating within the EU
Implications of offshore and nearshore outsourcing
The quality sell
Quality agents
Quality processes
CHAPTER 4 EMEA MARKET SIZING
Introduction
Key findings
Outsourced call centers and agent positions in EMEA
Call centers in EMEA
Outsourced agent positions in EMEA
Outsourced call centers in EMEA
Value of the EMEA call center outsourcing market
Outsourcing traffic in EMEA
Inbound and outbound traffic
Traffic by business function
Conclusion
CHAPTER 5 VERTICAL FOCUS
Introduction
Key findings
Market sizing
Communications
Key issues
Implications for outsourcers
Propensity to outsource
Distribution and wholesale
Key issues
Implications for outsourcers
Propensity to outsource
Entertainment, media and leisure
Key issues
Implications for outsourcers
Propensity to outsource
Financial services
Key issues
Implications for outsourcers
Propensity to outsource
Healthcare
Key issues
Implications for outsourcers
Propensity to outsource
Manufacturing
Key issues
Implications for outsourcers
Propensity to outsource
Public sector
Key issues
Implications for outsourcers
Propensity to outsource
Retail
Key issues
Implications for outsourcers
Propensity to outsource
Technology
Key issues
Implications for outsourcers
Propensity to outsource
Travel and tourism
Key issues
Implications for outsourcers
Propensity to outsource
Utilities
Key issues
Implications for outsourcers
Propensity to outsource
CHAPTER 6 COUNTRY MARKETS
France
Outsourced call centers and agent positions
Traffic type
Vertical markets
Germany
Outsourced call centers and agent positions
Traffic type
Vertical markets
Italy
Outsourced call centers and agent positions
Traffic type
Vertical markets
Netherlands
Outsourced call centers and agent positions
Traffic type
Vertical markets
Nordics
Outsourced call centers and agent positions
Traffic type
Vertical markets
Spain
Outsourced call centers and agent positions
Traffic type
Vertical markets
UK
Outsourced call centers and agent positions
Traffic type
Vertical markets
Rest of Western Europe
Outsourced call centers and agent positions
Traffic type
Vertical markets
Eastern Europe
Outsourced call centers and agent positions
Traffic type
Vertical markets
Middle East and Africa
Outsourced call centers and agent positions
Traffic type
Vertical markets
CHAPTER 7 COMPETITIVE DYNAMICS
Introduction
Key findings
Competitive structure
Traditional outsourcing competitors
Non-traditional competitors
Competitor identification
Pan-EMEA outsourcers
France
Germany
Italy
Netherlands
Spain
UK
CHAPTER 8 ACTION POINTS
Introduction
Key findings
Call center and CRM outsourcing service providers
Verticalize
Build expertise in-house or partner for pricing expertise
Be flexible with service offerings and delivery
Use offshore locations and partnerships
Systems integrators
Telcos
Telcos with their own outsourcing facilities
Telcos without their own outsourcing facilities
Offshore and nearshore specialists
Technology vendors
CHAPTER 9 APPENDIX
Definitions
General and technical definitions
Outsourcing services
Vertical markets
Research methodology
Future readings
Datamonitor Strategic Planning Programs (SPPs)
SPP writing team
Report author
Sales enquiries
How to contact experts in your industry
List of Tables
Table 1: Country coverage
Table 2: Inbound and outbound call handling services offered by call center outsourcers
Table 3: Services on offer from outsourcers
Table 4: Main offshore and nearshore outsourcing locations for the major EMEA markets
Table 5: In-house and outsourced agent positions in EMEA, 2002 - 2007
Table 6: Outsourced agent positions in EMEA by country, 2002 - 2007
Table 7: Outsourced call centers in EMEA, 2002 - 2007
Table 8: The value of the EMEA call center outsourcing market, 2002 - 2007
Table 9: Outsourced contact center traffic in EMEA segmented by inbound and outbound, 2002 - 2007
Table 10: Outsourced contact center traffic in EMEA segmented by business function, 2002 - 2007
Table 11: Outsourced agent positions in EMEA by vertical market, 2002 & 2007
Table 12: Communications agent positions, 2002 & 2007
Table 13: Distribution & wholesale agent positions, 2002 & 2007
Table 14: Entertainment, media and leisure agent positions, 2002 & 2007
Table 15: Financial services agent positions, 2002 & 2007
Table 16: Healthcare agent positions, 2002 & 2007
Table 17: Manufacturing agent positions, 2002 & 2007
Table 18: Public sector agent positions, 2002 & 2007
Table 19: Retail agent positions, 2002 & 2007
Table 20: Technology agent positions, 2002 & 2007
Table 21: Travel and tourism agent positions, 2002 & 2007
Table 22: Utilities agent positions, 2002 & 2007
Table 23: Outsourced call centers and agent positions in France, 2002 - 2007
Table 24: Outsourced contact center traffic in France segmented by business function, 2002 - 2007
Table 25: Outsourced agent position in France by vertical market, 2002 & 2007
Table 26: Outsourced call centers and agent positions in Germany, 2002 - 2007
Table 27: Outsourced contact center traffic in Germany segmented by business function, 2002 - 2007
Table 28: Outsourced agent position in Germany by vertical market, 2002 & 2007
Table 29: Outsourced call centers and agent positions in Italy, 2002 - 2007
Table 31: Outsourced agent positions in Italy by vertical market, 2002 & 2007
Table 32: Outsourced call centers and agent positions in the Netherlands, 2002 - 2007
Table 34: Outsourced agent positions in the Netherlands by vertical market, 2002 & 2007
Table 35: Outsourced call centers and agent positions in the Nordics, 2002 - 2007
Table 36: Outsourced contact center traffic in the Nordics segmented by business function, 2002 - 2007
Table 37: Outsourced agent positions in the Nordics by vertical market, 2002 & 2007
Table 38: Outsourced call centers and agent positions in Spain, 2002 - 2007
Table 39: Outsourced contact center traffic in Spain segmented by business function, 2002 - 2007
Table 40: Outsourced agent positions in Spain by vertical market, 2002 & 2007
Table 41: Outsourced call centers and agent positions in the UK, 2002 - 2007
Table 42: Outsourced contact center traffic in the UK segmented by business function, 2002 - 2007
Table 43: Outsourced agent positions in the UK by vertical market, 2002 & 2007
Table 44: Outsourced call centers and agent positions in the rest of Western Europe, 2002 - 2007
Table 45: Outsourced contact center traffic in the rest of Western Europe segmented by business function, 2002 - 2007
Table 46: Outsourced agent positions in the rest of Western Europe by vertical market, 2002 & 2007
Table 47: Outsourced call centers and agent positions in Eastern Europe, 2002 - 2007
Table 48: Outsourced contact center traffic in Eastern Europe segmented by business function, 2002 - 2007
Table 49: Outsourced agent positions in Eastern Europe by vertical market, 2002 & 2007
Table 50: Outsourced call centers and agent positions in the Middle East and Africa, 2002 - 2007
Table 51: Outsourced contact center traffic in the Middle East and Africa segmented by business function, 2002 - 2007
Table 52: Outsourced agent positions in the Middle East and Africa by vertical market, 2002 & 2007
Table 53: Where do pan-EMEA outsourcers have call centers?
Table 54: Pan-EMEA outsourcers’ vertical expertise
Table 55: Non-traditional services offered by outsourcers
Table 56: Services provided by French outsourcers
Table 57: Services provided by German outsourcers
Table 58: Services provided by Italian outsourcers
Table 59: Services provided by Dutch outsourcers
Table 60: Services provided by Spanish outsourcers
Table 61: Services provided by UK outsourcers
List of Figures
Figure 1: In-house and outsourced agent positions in EMEA, 2002 - 2007
Figure 2: The value of the EMEA call center outsourcing market, 2002 - 2007
Figure 3: Outsourced agent positions in EMEA by vertical market, 2002 - 2007
Figure 4: Number of pan-EMEA call center outsourcers by country
Figure 5: Summary of call handling functions
Figure 6: The applications structure of the enterprise
Figure 7: Proportion of agent time dedicated to training in EMEA
Figure 8: The EMEA call center solar system
Figure 9: In-house and outsourced agent positions in EMEA, 2002 - 2007
Figure 10: Outsourced agent positions in EMEA by country, 2002 - 2007
Figure 11: Outsourced call centers in EMEA, 2002 - 2007
Figure 12: The value of the EMEA call center outsourcing market, 2002 - 2007
Figure 13: Outsourced contact center traffic in EMEA segmented by inbound and outbound, 2002 - 2007
Figure 14: Outsourced contact center traffic in EMEA segmented by business function, 2002 & 2007
Figure 15: Outsourced agent positions in EMEA by vertical market, 2002 - 2007
Figure 16: Communications agent positions, 2002 & 2007
Figure 17: Distribution & wholesale agent positions, 2002 & 2007
Figure 18: Entertainment, media and leisure agent positions, 2002 & 2007
Figure 19: Financial services agent positions, 2002 & 2007
Figure 20: Healthcare agent positions, 2002 & 2007
Figure 21: Manufacturing agent positions, 2002 & 2007
Figure 22: Public sector agent positions, 2002 & 2007
Figure 23: Retail agent positions, 2002 & 2007
Figure 24: Technology agent positions, 2002 & 2007
Figure 25: Travel and tourism agent positions, 2002 & 2007
Figure 26: Utilities agent positions, 2002 & 2007
Figure 27: Outsourced call centers and agent positions in France, 2002 - 2007
Figure 28: Outsourced contact center traffic in France segmented by business function, 2002 & 2007
Figure 29: Outsourced agent positions in France segmented by vertical market, 2002 & 2007 (000s)
Figure 30: Outsourced call centers and agent positions in Germany, 2002 - 2007
Figure 31: Outsourced contact center traffic in Germany segmented by business function, 2002 & 2007
Figure 32: Outsourced agent positions in Germany segmented by vertical market, 2002 & 2007 (000s)
Figure 33: Outsourced call centers and agent positions in Italy, 2002 - 2007
Figure 34: Outsourced contact center traffic in Italy segmented by business function, 2002 & 2007
Figure 35: Outsourced agent positions in Italy segmented by vertical market, 2002 & 2007 (000s)
Figure 36: Outsourced call centers and agent positions in the Netherlands, 2002 - 2007
Figure 37: Outsourced contact center traffic in the Netherlands segmented by business function, 2002 & 2007
Figure 38: Outsourced agent positions in the Netherlands segmented by vertical market, 2002 & 2007 (000s)
Figure 39: Outsourced call centers and agent positions in the Nordics, 2002 - 2007
Figure 40: Outsourced contact center traffic in the Nordics segmented by business function, 2002 - 2007
Figure 41: Outsourced agent positions in the Nordics segmented by vertical market, 2002 & 2007 (000s)
Figure 42: Outsourced call centers and agent positions in Spain, 2002 - 2007
Figure 43: Outsourced contact center traffic in Spain segmented by business function, 2002 - 2007
Figure 44: Outsourced agent positions in Spain segmented by vertical market, 2002 & 2007 (000s)
Figure 45: Outsourced call centers and agent positions in the UK, 2002 - 2007
Figure 46: Outsourced contact center traffic in the UK segmented by business function, 2002 & 2007
Figure 47: Outsourced agent positions in the UK segmented by vertical market, 2002 & 2007 (000s)
Figure 48: Outsourced call centers and agent positions in the rest of Western Europe, 2002 - 2007
Figure 49: Outsourced contact center traffic in the rest of Western Europe segmented by business function, 2002 & 2007
Figure 50: Outsourced agent positions in the rest of Western Europe segmented by vertical market, 2002 & 2007 (000s)
Figure 51: Outsourced call centers and agent positions in Eastern Europe, 2002 - 2007
Figure 52: Outsourced contact center traffic in Eastern Europe segmented by business function, 2002 & 2007
Figure 53: Outsourced agent positions in Eastern Europe segmented by vertical market, 2002 & 2007 (000s)
Figure 54: Outsourced call centers and agent positions in the Middle East and Africa, 2002 - 2007
Figure 55: Outsourced contact center traffic in the Middle East and Africa segmented by business function, 2002 & 2007
Figure 56: Outsourced agent positions in the Middle East and Africa segmented by vertical market, 2002 & 2007 (000s)
Figure 57: Three classes of outsourcer
Figure 58: Number of pan-EMEA outsourcers by country
Figure 59: Report generation process
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