Eccbp ccw 2013-berlin_26_02_2013_slideshare

ECCBEuropean Contact Center

Benchmark 2012 European perspective

Mission Statement

“Create value for individual companies and contact center sector through the realisation of a reliable, up-to-date, independent, comprehensive benchmark of the contact center industry in Europe”

www.eccbp.be

Metadata analysis Review “as is” situation > gap analysis Alignment existing benchmark data & methodology

15 april 2023(c)Call Communications & Areia - Strictly Confidential

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Organisation – Sponsors - Endorsement


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Country Clustering


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Findings

SeatsEmployment# Contact CentersGrowth RateOutsourcingOutboundSummary table


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Country Ranking by Seats

Total seats identified – 2.406.800

DE – Dez. 2012 350.000 seats


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Countries Seats % of Total Rank

United Kingdom 650000 27,01% 1

Germany 345700 14,36% 2

France 254000 10,55% 3

Netherlands 183901 7,64% 4

Spain 124051 5,15% 5

Russia 88076 3,66% 6

Sweden 87900 3,65% 7

Italy 83000 3,45% 8

Poland 78000 3,24% 9

Belgium 70167 2,92% 10

3.400.996 Employed over Europe7


% Active Population 1,01% Employees 1,6% US ≈ 3%

3.219.776 FTE Seat:FTE – 1:1,3 Seat:HC – 1:1,4

DE: 1,2% 520.000 employed 450.000 FTE

32.702 Contact Centers

Estimate ≈ 35.000 CC US ≈ 60.000 CC

Avg size 74 seats


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Countries _Market Size # CC_Market Size # CC2_Avg CC size

Germany 6900 21,10% 56

United Kingdom 5650 17,28% 115

France 3500 10,70% 49

Italy 2085 6,38% 55

Russia 2060 6,30% 38

Netherlands 1770 5,41% 115

Poland 1602 4,90% 41

Spain 1376 4,21% 56

Turkey 1050 3,21% 47

Switzerland 905 2,77% 34

Market Growth 4,6 % AGR

+149,373 FTE/year Seats: 4,0%

+7,1% (2012) Employment -4%

DE: +1,3%

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Outsourcing 20,7 % of FTE


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DE 23%

Deutschland – Country Sheet

Growth rate & average size < Western Europe


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European Market Overview


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Excl. Russia (30%), Ukraine (63%), Turkey (16%) growth

Conjunctural

Expansive

Steady

Italy

European Market Overview Correction for Employment Evolution


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Excl. Russia (22%), Ukraine (61%), Greece (15%) growth above employment evolution

Conjunctural

Expansive

Steady

Poland

Comments


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Interpretation +1.475.000 FTE by 2022, 1,3 % ActPop

0%

5%

10%

15%

20%

25%

30%

0%

1%

1%

2%

2%

3%

Central Europe Eastern EuropeBaltic

Eastern europe NE Eastern Europe SE Scandinavia Southern Europe Western Europe Total

Possible evoluti on 2022

Actual % Active Population Target % 2022 Required CAGR (2nd. Axis) Actual Growth Rate (2nd. Axis)

Comments

Growth for the coming decade Eastern Europe – strong growth >12% Central Europe – steady growth > 5% Southern Europe – potential +8% per annum – tapped - PiGS?

Crisis could drive faster move to “remote” customer interactions E.g. density of retail banking in Spain

Western & Northern Europe – 1-2 % above GDP Growth > tertiarisation & de-materialisation > integration front & back office Differentiation per country

Conjunctural UK/IRL/NL/DE, limited CH, 3-4% p.a. FR/BE


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Comments

Growth for the coming decade Mainly driven by inhouse activities

Based on –.260 correl. ActPop:Outsourcing

Mainly to deal with inbound activities Based on -.229 correl. ActPop:Outbound

Mainly interacting with consumers B2C Based on -.400 correl. ActPop:B2B

With increasing integration of Front & Back Office activities With gradual decrease of proportion phone in broader mix With increased professionalisation of management, mainly HR


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www.eccbp.be

Frank Verkinderen

be.linkedin.com/in/verkinderen/

[email protected]

+32 477 347 212

mailto:[email protected]

Eccbp ccw 2013-berlin_26_02_2013_slideshare

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