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Profiting from European Nearshore Outsourcing

Product Type: Market Research Report
Published by: Datamonitor
Published: August 2004
Product Code: R313-6958
Description
Introduction
Profiting from European Nearshore Outsourcing describes the European nearshore (Central & Eastern Europe and North Africa) contact center outsourcing industry. It gives broad market sizes and two regional SWOT analyses. Each market is assessed in terms of market size, and the particular West European countries being serviced. Strategic recommendations pertaining to each national market follow.

Scope
Detailed SWOT analyses of Central & Eastern Europe and North Africa.
Detailed discussions of Central & Eastern Europe's nearshore destinations, including the Czech Republic, Poland, Hungary and the Baltic states
Detailed discussions of North Africa's nearshore destinations, including Morocco and Tunisia
Strategic recommendations, including market penetration and positioning, and how best to profit from nearshore locations over the long term
Highlights
Key drivers for the European nearshore include proximity, opportunities of penetrating new markets, and economic/political stability. However, outward labor migration to the EU, coupled with appreciating real estate in growing economies could erode savings over the long-term.

Central & Eastern Europe's markets are aggressively pursuing nearshore outsourced contact center activity. Clients can benefit from multilingualand technically-aware agents, as well as telephony infrastructure investment by public bodies. In addition, many countries in the region offer generous incentives for foreign contact center investors.

North Africa has generally been the nearshore destination of choice for French-language customer care. However, potential also exists for English and Spanish offerings, depending on the particular location.

Reasons to Purchase
Understand the dynamics and growth potential for European nearshore outsourcing
Learn about hidden customer care opportunities in the European nearshore and how to profit from government incentives
Identify the best nearshore location for specific West European geographies, and how to penetrate those markets
Table of Contents
TABLE OF CONTENTS

CHAPTER 1 EXECUTIVE SUMMARY 3

Introduction 3

Market context - Central and Eastern Europe 3

Market context - North Africa 5

Strategic recommendations 6

CHAPTER 2 INTRODUCTION 15

What is this report about? 15

Who is the target reader? 15

How to use this report 16

CHAPTER 3 MARKET ANALYSIS - CENTRAL & EASTERN EUROPE 17

Introduction 17

Contact center outsourcing in Central and Eastern Europe 17

Central and Eastern Europe - SWOT analysis 19

Strengths 19

Weaknesses 24

Opportunities 26

Threats 27



CHAPTER 4 POLAND 28

Overview 28

Polish outsourced contact center activity 28

National market specialization 29

Key drivers for outsourcing to Poland 30

CHAPTER 5 CZECH REPUBLIC 33

Overview 33

Czech outsourced contact center activity 33

National market specialization 34

Key drivers for outsourcing to the Czech Republic 35

CHAPTER 6 HUNGARY 38

Overview 38

Hungarian outsourced contact center activity 38

National market specialization 39

Key drivers for outsourcing to Hungary 40

CHAPTER 7 THE BALTICS 44

Overview 44

Baltic outsourced contact center activity 44

National market specialization 45

Key drivers for outsourcing to the Baltics 46



CHAPTER 8 MINOR CENTRAL & EASTERN EUROPEAN MARKETS 50

Overview 50

Minor market outsourced contact center activity 50

Bulgaria 51

Romania 52

Russia 53

Slovakia 54

Slovenia 55

Croatia 56

CHAPTER 9 NORTH AFRICA 58

Introduction 58

Contact center outsourcing in North Africa 58

North Africa - SWOT analysis 60

Strengths 60

Weaknesses 61

Opportunities 61

Threats 62

CHAPTER 10 MOROCCO 64

Overview 64

Moroccan nearshore contact center activity 64

National market specialization 65

Key drivers for outsourcing to Morocco 66

CHAPTER 11 TUNISIA 68

Overview 68

Nearshore contact center outsourcing in Tunisia 68

National market specialization 69

Key drivers for outsourcing to Tunisia 70

CHAPTER 12 STRATEGIC RECOMMENDATIONS 72

1 - Determine specific needs 72

2 - Determine the most appropriate nearshore markets 72

3 - Offer flexible solutions 75

4 - Long-term added value 76

APPENDIX 78

Definitions 78

Future readings 78

SPP writing team 79

How to contact experts in your industry 80



LIST OF TABLES

Table 1: National nearshore markets discussed in this report 15

Table 2: Central & Eastern European nearshore outsourced agent positions, 2003 - 2008 19

Table 3: Selected travel times and prices for a single-day trip from London to selected outsourcing destinations 19

Table 4: Networked readiness index rankings, 2003 21

Table 5: Corruption Perception Index: 2003 25

Table 6: Polish nearshore outsourced agent positions, 2004 - 2008 29

Table 7: Top nearshore destinations serviced by Polish outsourcers 30

Table 8: Selected nearshore outsourcers in Poland 32

Table 9: Czech nearshore outsourced agent positions: 2004 - 2008 34

Table 10: Top nearshore destinations serviced by Czech outsourcers 35

Table 11: Selected nearshore outsourcers in the Czech Republic 37

Table 12: Hungarian nearshore outsourced agent positions, 2004 - 2008 39

Table 13: Nearshore countries being serviced by Hungarian outsourced positions 40

Table 14: Selected nearshore outsourcers in Hungary 43

Table 15: Baltic offshore outsourced agent positions, 2004 - 2008 45

Table 16: Nearshore European countries being serviced by Baltic agent positions 46

Table 17: Selected nearshore outsourcers in the Baltics 49

Table 18: Selected nearshore outsourcers in minor Central & Eastern European countries 57

Table 19: North African nearshore outsourced agent positions, 2003 - 2008 59

Table 20: Selected nearshore outsourcers providing in North Africa 63

Table 21: Moroccan nearshore outsourced agent positions, 2004 - 2008 65

Table 22: Countries being serviced by Moroccan nearshore agent positions 66

Table 23: Tunisian nearshore outsourced agent positions, 2004 - 2008 69

Table 24: Nearshore countries being serviced by Tunisian APs 70





LIST OF FIGURES

Figure A: Central and Eastern European nearshore outsourced agent positions, 2003 - 2008 4

Figure B: North African nearshore outsourced agent positions, 2003 - 2008 5

Figure 1: Central and Eastern European nearshore outsourced agent positions, 2003 - 2008 18

Figure 2: Percentage of population between 20 - 24 years old in tertiary education, 2003 22

Figure 3: Commercial real estate rents - Selected urban centers, Q1 2004 23

Figure 4: Selected European unemployment rates: 2003 24

Figure 5: Polish nearshore outsourced agent positions, 2004 - 2008 29

Figure 6: Czech nearshore outsourced agent positions: 2004 - 2008 34

Figure 7: Hungarian nearshore outsourced agent positions, 2004 - 2008 39

Figure 8: Baltic nearshore outsourced agent positions, 2004 - 2008 45

Figure 9: Minor market nearshore outsourced agent positions, 2004 - 2008 51

Figure 10: North African nearshore outsourced agent positions, 2003 - 2008 59

Figure 11: Moroccan nearshore outsourced agent positions, 2004 - 2008 65

Figure 12: Tunisian nearshore outsourced agent positions, 2004 - 2008 69
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