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Call Center Outsourcing in Western EuropeProduct Type: Market Research ReportPublished by: Datamonitor Published: August 2005 Product Code: R313-8946 Description The Western European outsourcing market displays both signs of maturity and rapid development. This report covers the six core countries across ten vertical industries identifying the key trends, opportunities and risks for vendors in this space. Datamonitor expects significant growth in spite of the current focus on offshoring customer service.
Complete market sizing and forecasts across geographies, verticals and presented in value, number of call centers and agent positions. Coverage across the ten key vertical markets in the outsourcing space with year-on-year comparisons of growth. Key trends in technology, product, pricing and business drivers are identified and discussed. Direct strategic recommendations for vendors either already present, or looking to enter, the Western European outsourcing market. As low-value, high-volume transactions continue to move offshore Datamonitor believes that vendors must concentrate on improving service offerings and generating new value for their clients. Specialization in more mature markets is of pivotal importance. In less mature markets with fewer offshoring options, focus must remain on self-service technologies and combating conservative attitudes toward outsourcing. Reasons to Purchase Table of Contents EXECUTIVE SUMMARY Introduction Market sizing Vertical sizing Competitor dynamics Action points INTRODUCTION What is this report about? Who is the target reader? Pan-European call center outsourcers National and regional call center outsourcers Technology vendors Offshore and nearshore specialists Telcos and service providers Systems integrators, consultants and BPO specialists How to use this report DEVELOPING NEW SERVICES Introduction Key findings The market for new services Main value-added services Recommendations SELF-SERVICE SOLUTIONS Introduction Key findings Many outsourcers already offer self-service options to their clients Country markets Services and providing channels Self service: a cost saving tool? Unfulfilled expectations Undisputable cost cutting effects Recommendations AVOIDING COMMODITIZATION Introduction Key findings Pricing models Limitations of traditional pricing models Limitations of risk/reward pricing models Combined pricing models Factors affecting prices Recommendations OFFSHORING Introduction Key findings Offshore outsourcing’s impact on Western Europe The market by country UK France Benelux Spain Germany Italy Recommendations MARKET FORECAST AND GROWTH Introduction Key findings Western Europe as a whole Outsourced call centers in Western Europe The value of the market Outsourcing traffic in Western Europe Traffic by business function The Market by vertical Vertical sizing Vertical focus COUNTRY MARKETS Introduction Key findings Benelux Outsourced call centers and agent positions Unique characteristics and vertical markets France Outsourced call centers and agent positions Unique characteristics and vertical markets Germany Outsourced call centers and agent positions Unique characteristics and vertical markets Italy Outsourced call centers and agent positions Unique characteristics and vertical markets Spain Outsourced call centers and agent positions Unique characteristics and vertical markets UK Outsourced call centers and agent positions Unique characteristics and vertical markets Conclusion COMPETITIVE DYNAMICS Introduction Key findings Competitive structure Company Profiles Atento Broadsystem ClientLogic Contacta S.p.A Convergys defacto D+S europe AG EDS Garlands gem Gruppo Cos Kluth AG SITEL Stream Sykes Teletech International Telework Transcom 2touch WalterTeleMedien Xtrasource ACTION POINTS Introduction Key findings Embrace new technologies Expand service portfolio Verticalize and specialize Aim for the right partnerships Flexibility Eastern Europe APPENDIX Research methodology Future readings SPP writing team Report author Report manager How to contact experts in your industry LIST OF TABLES Table 1: Outsourced agent positions in Western Europe, 2004 - 2009 Table 2: Proportion of outsourced agent positions by country, 2004 - 2009 Table 3: Average outsourced call center size by country, 2004 - 2009 Table 4: The value of the Western European call center outsourcing market by country, 2004 - 2009 Table 5: The average value of an agent position in Western Europe by country, 2004 & 2009 Table 6: Outsourced contact center traffic in Western Europe segmented by inbound and outbound, 2005 - 2009 Table 7: Outsourced call center traffic in Western Europe segmented by business function, 2004 & 2009 Table 8: Outsourced agent positions in Western Europe segmented by vertical market, 2004 & 2009 Table 9: Outsourced call centers and agent positions in Benelux, 2004 - 2009 Table 10: Outsourced agent positions in Benelux segmented by vertical market, 2004 & 2009 Table 11: Outsourced call centers and agent positions in France, 2004 - 2009 Table 12: Outsourced agent positions in France segmented by vertical market, 2004 & 2009 Table 13: Outsourced call centers and agent positions in Germany, 2004 - 2009 Table 14: Outsourced agent positions in Germany segmented by vertical market, 2004 & 2009 Table 15: Outsourced call centers and agent positions in Italy, 2004 - 2009 Table 16: Outsourced agent positions in Italy segmented by vertical market, 2004 & 2009 Table 17: Outsourced call centers and agent positions in Spain, 2004 - 2009 Table 18: Outsourced agent positions in Spain segmented by vertical market, 2004 & 2009 Table 19: Outsourced call centers and agent positions in the UK, 2004 - 2009 Table 20: Outsourced agent positions in the UK segmented by vertical market, 2004 & 2009 |
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