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Vertical guide to call centers in EMEA

Product Type: Market Research Report
Published by: Datamonitor
Published: April 2004
Product Code: R313-6662
Description
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


Table of Contents
TABLE OF CONTENTS

CHAPTER 1 EXECUTIVE SUMMARY 3

Introduction 3

The EMEA call center universe 3

Call centers and agent positions in EMEA 4

Call center size bands in EMEA 5

Vertical markets in EMEA 6

Multichannel call centers in EMEA 7

Strategic recommendations 9

Call center technology vendors 9

Outsourcing providers 9

Resellers 9

CHAPTER 2 INTRODUCTION 29

What is this report about? 29

Who is the target reader? 31

How to use this report 32

CHAPTER 3 CALL CENTERS IN EMEA 33

Key findings 33

Call centers and agent positions in EMEA 33

Agent positions in EMEA 35

Call center size bands in EMEA 36

Vertical call center markets in EMEA 38

Financial services 38

Public sector 40

Retail 41

Manufacturing 43

Utilities 44

Outsourcing 45

Communications 46

Recommendations 47

Technology 47

Travel and tourism 48

Recommendations: 49

Entertainment, media and leisure 49

Distribution and wholesale 50

Healthcare 50

Multichannel call centers in EMEA 51

CHAPTER 4 CALL CENTERS IN FRANCE 53

Key findings 53

Call centers and agent positions in France 53

Call center size bands in France 54

The French call center market by vertical 57

Multichannel contact centers in France 60

Conclusions - France 61

CHAPTER 5 CALL CENTERS IN GERMANY 62

Key findings 62

Call center size bands in Germany 64

The German call center market by vertical 66

Multichannel contact centers in Germany 68

Conclusions - Germany 70

CHAPTER 6 CALL CENTERS IN ITALY 71

Key findings 71

Call centers and agent positions in Italy 71

Call center size bands in Italy 72

The Italian call center market by vertical 75

Multichannel contact centers in Italy 78

Conclusions - Italy 79

CALL CENTERS IN THE NETHERLANDS 80

Key results 80

Call centers and agent positions in the Netherlands 80

Call center size bands in the Netherlands 81

Vertical markets in the Netherlands 84

Multichannel contact centers in the Netherlands 87

Conclusions - The Netherlands 88

CHAPTER 7 CALL CENTERS IN SPAIN 90

Key results 90

Call centers and agent positions in Spain 90

Contact center size bands in Spain 91

The Spanish call center market by vertical 94

Multichannel contact centers in Spain 96

Conclusions - Spain 97

CHAPTER 8 - CALL CENTERS IN THE UNITED KINGDOM 99

Key findings 99

Call centers and agent positions in the United Kingdom 99

Call center size bands in the United Kingdom 100

The United Kingdom call center market by vertical 103

The effect of Indian outsourcing on UK contact centers 106

Multichannel contact centers in the United Kingdom 106

Conclusions - United Kingdom 108

CHAPTER 9 THE NORDICS 109

Key findings 109

Call centers and agent positions in the Nordics 109

Call center size bands in the Nordics 111

The Nordic call center market by vertical 112

Multichannel call centers in the Nordics 115

Conclusions - Nordics 116

Call centers and agent positions in Denmark 118

Contact center size bands in Denmark 119

Call centers and agent positions in Finland 121

Call center size bands in Finland 123

Call centers and agent positions in Norway 125

Call center size bands in Norway 126

Sweden - Call centers and agent positions 128

Call center size bands in Sweden 130

CHAPTER 10 REST OF WESTERN EUROPE 132

Key results 132

Call centers and agent positions in ROWE 132

Call center size bands in ROWE 134

The ROWE call center market by vertical 135

Multichannel contact centers in ROWE 138

Conclusions - ROWE 139

Austria - Call centers and agent positions 140

Call center size bands in Austria 141

Conclusions - Austria 142





Belgium - Call centers and agent positions 143

Call center size bands in Belgium, 2003 - 2008 144

Conclusions - Belgium 145

Greece - Call centers and agent positions in Greece 146

Call center size bands in Greece 147

Greece - Conclusions 149

Ireland - Call centers and agent positions 150

Call center size bands in Ireland 151

Ireland - Conclusions 153

Call centers and agent positions in Portugal 154

Call center size bands in Portugal 155

Conclusions - Portugal 156

Call centers and agent positions in Switzerland 157

Call center size bands in Switzerland 158

Conclusions - Switzerland 160

CHAPTER 11 EASTERN EUROPE 161

Key findings 161

Call centers and agent positions in Eastern Europe 161

Call center size bands in Eastern Europe 163

Vertical call center markets in Eastern Europe 165

Multichannel contact centers in Eastern Europe 167

Conclusions - Eastern Europe 169

Czech Republic - Call centers and agent positions 170

Call center size bands in the Czech Republic 171

Conclusions - the Czech Republic 172

Hungary - Call centers and agent positions 174

Call center size bands in Hungary 175

Conclusions - Hungary 177

Poland - Call centers and agent positions 178

Call center size bands in Poland 179

Conclusions - Poland 180

Call centers and agent positions - Russia 182

Call center size bands in Russia 183

Conclusions - Russia 185

Rest of Eastern Europe - Call centers and agent positions 186

Call center size bands in ROEE 187

Conclusions - ROEE 188

CHAPTER 12 MIDDLE EAST AND AFRICA 190

Key findings 190

Call centers and agent positions in MEA 190

Vertical markets in MEA 193

Multichannel contact centers in MEA 194

Israel - Call centers and agent positions 196

Call center size bands in Israel 197

Conclusions - Israel 198

South Africa - Call centers and agent positions 199

Call center size bands in South Africa 200

Conclusions - South Africa 202

Turkey - Call centers and agent positions 203

Call center size bands in Turkey 204

Conclusions - Turkey 205

North Africa - Call centers and agent positions 207

Call center size bands in North Africa 208

Conclusions - North Africa 210

Rest of MEA - Call centers and agent positions 211

Call center size bands in RMEA 212

Conclusions - RMEA 213

CHAPTER 13 STRATEGIC RECOMMENDATIONS 214

Call center technology vendors 214

Outsourcing providers 214

Resellers and system integrators 214

CHAPTER 14 APPENDIX 216

Definitions - General and technical 217

CRM 217

Call center 217

Multichannel contact center 218

Outsourcing 218

Web-channels 218

Definitions - Vertical markets 218

Communications 218

Distribution and wholesale 219

Entertainment, media and leisure 219

Financial services 219

Healthcare 219

Manufacturing 219

Public sector 219

Retail 219

Technology 220

Travel and tourism 220

Utilities 220

Research methodology 220

Future readings 221

Datamonitor strategic planning programs (SPPs) 221

SPP writing team 221

How to contact experts in your industry 222





LIST OF TABLES

Table 1: Country coverage - Vertical guide to call centers in EMEA 29

Table 2: Call centers and agent positions in EMEA, 2003 - 2008 34

Table 3: Call centers in EMEA segmented by call center size, 2003 - 2008 37

Table 4: Call centers in EMEA segmented by vertical market, 2003 & 2008 51

Table 5: Multichannel call centers in EMEA, 2003 - 2008 52

Table 6: Call centers and agent positions in France, 2003 - 2008 54

Table 7: Agent positions in France segmented by call center size, 2003 & 2008 56

Table 8: Call centers in France segmented by call center size, 2003 & 2008 57

Table 9: Agent positions in France segmented by vertical market, 2003 & 2008 59

Table 10: Multichannel contact centers in France, 2003 - 2008 61

Table 11: Call centers and agent positions in Germany, 2003 - 2008 63

Table 12: Agent positions in Germany segmented by call center size, 2003 & 2008 65

Table 13: Call centers in Germany segmented by call center size, 2003 & 2008 66

Table 14: Agent positions in Germany segmented by vertical market, 2003 & 2008 68

Table 15: Multichannel contact centers in Germany, 2003 - 2008 69

Table 16: Call centers and agent positions in Italy, 2003 - 2008 72

Table 17: Agent positions in Italy, segmented by call center size band, 2003 & 2008 74

Table 18: Call centers in Italy, segmented by call center size band, 2003 and 2008 75

Table 19: Agent positions in Italy, segmented by vertical market, 2003 & 2008 77

Table 20: Multichannel contact centers in Italy, 2003 - 2008 79

Table 21: Call centers and agent positions in the Netherlands, 2003 - 2008 81

Table 22: Agent positions in the Netherlands segmented by call center size, 2003 & 2008 83

Table 23: Call centers in the Netherlands segmented by call center size, 2003 & 2008 84

Table 24: Agent positions in the Netherlands segmented by vertical market, 2003 & 2008 87

Table 25: Multichannel contact centers in the Netherlands, 2003 - 2008 88

Table 26: Call centers and agent positions in Spain, 2003 - 2008 91

Table 27: Agent positions in Spain segmented by call center size, 2003 & 2008 93

Table 28: Call centers in Spain segmented by call center size, 2003 & 2008 94

Table 29: Agent positions in Spain segmented by vertical market, 2003 & 2008 96

Table 30: Multichannel contact centers in Spain, 2003 - 2008 97

Table 31: Call centers and agent positions in the UK, 2003 - 2008 100

Table 32: Agent positions in the UK segmented by call center size, 2003 & 2008 101

Table 33: Call centers in the UK segmented by call center size, 2003 & 2008 102

Table 34: Agent positions in the UK segmented by vertical market, 2003 & 2008 106

Table 35: Multichannel contact centers in the UK, 2003 & 2008 107

Table 36: Agent positions in the Nordics, 2003 - 2008 110

Table 37: Call centers in the Nordics, 2003 - 2008 111

Table 38: Call centers in the Nordics segmented by call center size, 2003 - 2008 112

Table 39: Agent positions in the Nordics segmented by vertical market, 2003 & 2008 115

Table 40: Multichannel contact centers in the Nordics, 2003 - 2008 116

Table 41: Call centers and agent positions in Denmark, 2003 - 2008 119

Table 42: Call centers in Denmark segmented by call center size, 2003 & 2008 120

Table 43: Call centers and agent positions in Finland, 2003 - 2008 122

Table 44: Call centers in Finland segmented by call center size, 2003 & 2008 124

Table 45: Call centers and agent positions in Norway, 2003 - 2008 126

Table 46: Call centers in Norway segmented by call center size, 2003 & 2008 127

Table 47: Call centers and agent positions in Sweden, 2003 - 2008 129

Table 48: Call centers in Sweden segmented by call center size, 2003 & 2008 131

Table 49: Agent positions in ROWE, 2003 - 2008 133

Table 50: Call centers in ROWE, 2003 - 2008 134

Table 51: Call centers in ROWE segmented by size band, 2003 & 2008 135

Table 52: Agent positions in ROWE segmented by vertical market, 2003 & 2008 137

Table 53: Multichannel call centers in ROWE, 2003 - 2008 139

Table 54: Call centers and agent positions in Austria, 2003 - 2008 141

Table 55: Call centers in Austria segmented by call center size, 2003 & 2008 142

Table 56: Call centers and agent positions in Belgium, 2003 - 2008 144

Table 57: Call centers in Belgium segmented by call center size, 2003 & 2008 145

Table 58: Call centers and agent positions in Greece, 2002 - 2008 147

Table 59: Call centers in Greece segmented by call center size, 2003 & 2008 148

Table 60: Call centers and agent positions in Ireland, 2003 - 2008 151

Table 61: Call centers in Ireland segmented by call center size, 2003 - 2008 152

Table 62: Call centers and agent positions in Portugal, 2003 - 2008 155

Table 63: Call centers in Portugal segmented by call center size, 2003 & 2008 156

Table 64: Call centers and agent positions in Switzerland, 2003 - 2008 158

Table 65: Call centers in Switzerland segmented by call center size, 2003 & 2008 159

Table 66: Total agent positions in Eastern Europe, 2003 - 2008 162

Table 67: Call centers in Eastern Europe, 2003 - 2008 163

Table 68: Call centers in Eastern Europe segmented by call center size, 2003 & 2008 164

Table 69: Call centers in Eastern Europe segmented by vertical market, 2003 & 2008 167

Table 70: Multichannel call centers in Eastern Europe, 2003 - 2008 168

Table 71: Call centers and agent positions in the Czech Republic, 2003 - 2008 171

Table 72: Call centers in the Czech Republic segmented by call center size, 2003 & 2008 172

Table 73: Call centers and agent positions in Hungary, 2003 - 2008 175

Table 74: Call centers in Hungary segmented by call center size, 2003 - 2008 176

Table 75: Call centers and agent positions in Poland, 2003 - 2008 179

Table 76: Call centers in Poland segmented by call center size, 2003 & 2008 180

Table 77: Call centers and agent positions in Russia, 2003 - 2008 183

Table 78: Call centers in Russia segmented by call center size, 2003 & 2008 184

Table 79: Call centers and agent positions in ROEE, 2003 - 2008 187

Table 80: Call centers in ROEE segmented by call center size, 2003 - 2008 188

Table 81: Agent positions in MEA, 2003 - 2008 192

Table 82: Call centers in MEA, 2003 - 2008 192

Table 83: Call centers and agent positions in MEA segmented by vertical market, 2003 & 2008 194

Table 84: Mutlichannel call centers in MEA, 2003 - 2008 195

Table 85: Call centers and agent positions in Israel, 2003 - 2008 197

Table 86: Call centers in Israel segmented by size band, 2003 & 2008 198

Table 87: Call centers and agent positions in South Africa, 2003 - 2008 200

Table 88: Call centers in South Africa segmented by call center size, 2003 & 2008 201

Table 89: Call centers and agent positions in Turkey, 2003 - 2008 204

Table 90: Call centers in Turkey segmented by call center size band, 2003 & 2008 205

Table 91: Call centers and agent positions in North Africa, 2003 - 2008 208

Table 92: Call centers in North Africa segmented by call center size, 2003 - 2008 209

Table 93: Call centers and agent positions in RMEA, 2003 - 2008 211

Table 94: Call centers in RMEA segmented by call center size, 2003 & 2008 213

Table 95: Call center workers as a proportion the working population in EMEA, 2003 - 2008 216





LIST OF FIGURES

Figure A: The EMEA call center universe 4

Figure B: Call centers and agent positions in EMEA, 2003 - 2008 5

Figure C: Call centers in EMEA segmented by call center size, 2003 & 2008 6

Figure D: Call centers in EMEA segmented by vertical market, 2003 & 2008 7

Figure E: Multichannel call centers in EMEA, 2003 & 2008 8

Figure 1: Call centers and agent positions in EMEA, 2003 - 2008 34

Figure 2: The EMEA call center universe 35

Figure 3: Call centers in EMEA segmented by call center size, 2003 -2008 37

Figure 4: Call centers in EMEA segmented by vertical market, 2003 & 2008 38

Figure 5: Multichannel call centers in EMEA, 2003 & 2008 52

Figure 6: Call centers and agent positions in France, 2003 - 2008 54

Figure 7: French agent positions segmented by size band, 2003 and 2008 56

Figure 8: French call centers segmented by size band, 2003 - 2008 57

Figure 9: Agent positions in France segmented by vertical market, 2003 & 2008 58

Figure 10: Multichannel contact centers in France, 2003 & 2008 60

Figure 11: Call centers and agent positions in Germany, 2003 - 2008 63

Figure 12: Agent positions in Germany segmented by call center size, 2003 & 2008 64

Figure 13: Call centers in Germany segmented by call center size, 2003 & 2008 65

Figure 14: Agent positions in Germany segmented by vertical market, 2003 & 2008 67

Figure 15: Multichannel contact centers in Germany, 2003 & 2008 69

Figure 16: Call centers and agent positions in Italy, 2003 - 2008 72

Figure 17: Agent positions in Italy, segmented by call center size band, 2003 & 2008 73

Figure 18: Call centers in Italy, segmented by call center size band, 2003 & 2008 74

Figure 19: Agent positions in Italy, segmented by vertical market, 2003 & 2008 76

Figure 20: Multichannel contact centers in Italy, 2003 & 2008 78

Figure 21: Call centers and agent positions in the Netherlands, 2003 - 2008 81

Figure 22: Agent positions in the Netherlands segmented by call center size, 2003 & 2008 83

Figure 23: Call centers in the Netherlands segmented by call center size, 2003 & 2008 84

Figure 24: Agent positions in the Netherlands segmented by vertical market, 2003 & 2008 85

Figure 25: Multichannel contact centers in the Netherlands, 2003 - 2008 88

Figure 26: Call centers and agent positions in Spain, 2003 - 2008 91

Figure 27: Agent positions in Spain segmented by call center size, 2003 & 2008 92

Figure 28: Call centers in Spain segmented by call center size, 2003 & 2008 93

Figure 29: Agent positions in Spain segmented by vertical market, 2003 & 2008 95

Figure 30: Multichannel contact centers in Spain, 2003 & 2008 97

Figure 31: Call centers and agent positions in the UK, 2003 - 2008 100

Figure 32: Agent positions in the UK segmented by call center size, 2003 & 2008 101

Figure 33: Call centers in the UK segmented by call center size, 2003 & 2008 102

Figure 34: Agent positions in the UK segmented by vertical market, 2003 & 2008 104

Figure 35: Multichannel contact centers in the UK, 2003 & 2008 107

Figure 36: Agent positions and call centers in the Nordics, 2003 - 2008 110

Figure 37: Call centers in the Nordics segmented by call center size, 2003 - 2008 111

Figure 38: Agent positions in the Nordics segmented by vertical market, 2003 & 2008 113

Figure 39: Multichannel contact centers in the Nordics, 2003 - 2008 116

Figure 40: Agent positions and call centers in Denmark, 2003 - 2008 118

Figure 41: Call centers in Denmark segmented by call center size, 2003 - 2008 120

Figure 42: Call centers and agent positions in Finland, 2003 - 2008 122

Figure 43: Call centers in Finland segmented by call center size, 2003 & 2008 124

Figure 44: Call centers and agent positions in Norway, 2003 - 2008 125

Figure 45: Call centers in Norway segmented by call center size, 2003 & 2008 127

Figure 46: Call centers and agent positions in Sweden, 2003 - 2008 129

Figure 47: Call centers in Sweden segmented by call center size, 2003 & 2008 130

Figure 48: Call centers and agent positions in ROWE, 2003 - 2008 133

Figure 49: Call centers in ROWE segmented by call center size, 2003 - 2008 135

Figure 50: Agent positions in ROWE segmented by vertical market, 2003 & 2008 136

Figure 51: Multichannel call centers in ROWE, 2003 & 2008 138

Figure 52: Call centers and agent positions in Austria, 2003 - 2008 140

Figure 53: Call centers in Austria segmented by call center size, 2003 & 2008 141

Figure 54: Call centers and agent positions in Belgium, 2003 - 2008 143

Figure 55: Call centers in Belgium segmented by call center size, 2003 & 2008 144

Figure 56: Call centers and agent positions in Greece, 2003 - 2008 146

Figure 57: Call centers in Greece segmented by call center size, 2003 & 2008 148

Figure 58: Call centers and agent positions in Ireland, 2003 - 2008 150

Figure 59: Call centers in Ireland segmented by call center size, 2003 - 2008 152

Figure 60: Call centers and agent positions in Portugal, 2003 - 2008 154

Figure 61: Call centers in Portugal segmented by call center size, 2003 - 2008 155

Figure 62: Call centers and agent positions in Switzerland, 2003 - 2008 157

Figure 63: Call centers in Switzerland segmented by call center size, 2003 & 2008 159

Figure 64: Total call centers and agent positions in Eastern Europe, 2003 - 2008 162

Figure 65: Call centers in Eastern Europe segmented by call center size, 2003 & 2008 164

Figure 66: Call centers in Eastern Europe segmented by vertical market, 2003 & 2008 166

Figure 67: Multichannel call centers in Eastern Europe, 2003 & 2008 168

Figure 68: Call centers and agent positions in the Czech Republic, 2003 - 2008 170

Figure 69: Call centers in the Czech Republic segmented by call center size, 2003 - 2008 172

Figure 70: Call centers and agent positions in Hungary, 2003 - 2008 174

Figure 71: Call centers in Hungary segmented by call center size, 2003 & 2008 176

Figure 72: Call centers and agent positions in Poland, 2003 - 2008 178

Figure 73: Call centers in Poland segmented by call center size, 2003 - 2008 180

Figure 74: Call centers and agent positions in Russia, 2003 - 2008 182

Figure 75: Call centers in Russia segmented by call center size, 2003 - 2008 184

Figure 76: Call centers and agent positions in ROEE, 2003 - 2008 186

Figure 77: Call centers in ROEE segmented by call center size, 2003 & 2008 188

Figure 78: Call centers and agent positions in MEA, 2003 - 2008 191

Figure 79: Call centers and agent positions in MEA segmented by vertical market, 2003 & 2008 193

Figure 80: Multichannel call centers in MEA, 2003 & 2008 195

Figure 81: Call centers and agent positions in Israel, 2003 - 2008 196

Figure 82: Call centers in Israel segmented by size band, 2003 & 2008 197

Figure 83: Call centers and agent positions in South Africa, 2003 - 2008 199

Figure 84: Call centers in South Africa segmented by call center size, 2003 & 2008 201

Figure 85: Call centers and agent positions in Turkey, 2003 - 2008 203

Figure 86: Call centers in Turkey segmented by call center size, 2003 & 2008 205

Figure 87: Call centers and agent positions in North Africa, 2003 - 2008 207

Figure 88: Call centers in North Africa segmented by call center size, 2003 & 2008 209

Figure 89: Call centers and agent positions in RMEA, 2003 - 2008 211

Figure 90: Call centers in RMEA segmented by call center size, 2003 & 2008 212
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