Call Center Outsourcing in Western Europe

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1 A Datamonitor report Call Center Outsourcing in Western Europe Identifying opportunities in a maturing market Published: Aug-05 Product Code: Providing you with: 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 Use this report to... Understand the drivers for growth and development across the Western European countries 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

2 Call Center Outsoucing in Western Europe Introduction 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. The Western European call center outsourcing market is the second largest in the world. It is growing and will continue to do so over the next five years in terms of agent positions, number of call centers as well as market value. However, each market is unique and can pose very different challenges and opportunities to outsourcers depending on geography, vertical industry and services. The aim of this report is to help the call center industry keep track of a diverse and complex market, and to help organizations identify risks and growth opportunities over the next five years. Key findings and highlights 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 buy Understand the drivers for growth and development across the Western European countries Discover the opportunities for expanding and extending outsourcing services to new verticals and markets Stay competitive through a deeper understanding of the core change and development drivers in the outsourcing market Contact us... From Europe: tel: fax: From Germany: tel: fax: From the US: tel: fax: From Asia Pacific: tel: fax:

3 Sample pages from the report Market Forecast and Growth Public sector The public sector remains relatively small but will be the fastest growing vertical over the next five years. Datamonitor expects the propensity to outsource to be close to Western European average by Quite rightly the public sector has the reputation of lagging behind the private sector when it comes to the procurement of new technologies. However within the last few years initiatives such as egovernment Market Forecast have caused and significant Growth progress, and many government organizations offer multichannel services to the public. The UK and the Netherlands are the most advanced markets. Campaigns, such as benchmarking the performance of councils, Traffic show by business that the issue function of providing good customer service has grown in importance. Outsourcers help to improve efficiency and there are also opportunities for outsourcers With further to growth support predicted tax, education Datamonitor and nongovernmental organizations. of call center traffic by business function. sees slight shifts within the segmentation Whereas in the UK the public sector market for outsourcers is thriving, there are more difficulties in countries such as Germany or Italy. Figure 9: Outsourced Executive call center traffic Summary in Western Europe by business Streamlining the public sector by outsourcing customer service operations almost function, 2004 & 2009 certainly results in making people redundant. In some countries, France and Germany in particular, this will prove difficult due to legislation protecting workers in the public sector. Also, with high unemployment, finding 2004new employment is Figure difficult, 2: Outsourced 2009 agent positions in Western Europe segmented by and the likelihood that the government will end up paying social welfare to its former vertical market, Other employees is high. Helpdesk Other 2% Helpdesk 9% 3% 8% Sales Retail 32% Sales Communications 34% For the retail sector Datamonitor expects the number of outsourced agent positions in Financial services the Western European call center market to increase from 6,400 in 2004 to 9,200 in Technology Manufacturing Utilities Datamonitor believes that outsourcers who can assist retailers in using customer Entertainment, data media and leisure effectively will have the best chances of winning higher value contracts. The provision Travel and tourism of sophisticated customer analytics solutions Service is the foundation of successful cross Service Retail 2004 and upselling and of assisting the launch 57% of new products and services. 55% Public sector 2009 Source: Datamonitor Distribution and wholesale D A T A M O N I T O R Capturing and analyzing data can also prove useful in the area of supplier-facing Healthcare services, particularly in supporting retailers to make the right decisions when dealing Other with a large number of suppliers and partners. The figure above and the table below reveal that the proportion -of sales 10traffic 20will increase from 32% in 2004 to 34% in Outsourced APs (in 000s) Call Center Outsourcing in Western Europe In their attempt to move up the value Source: chain, Datamonitor many outsourcers offer cross and D A T A M O N I T O R Datamonitor (Published 08/2005) upselling as part of their services. This Page service 57 has particularly high demand and This report is a licensed product and is not to be photocopied Datamonitor expects clients demand for it not only to continue but to grow rapidly. However, the public sector and the healthcare sector are not the strongest verticals in terms of absolute numbers. Communications and financial services are leading the field, together holding more than 50% of all outsourced agent positions in Datamonitor does not expect this situation to change over the next five years. Competitor dynamics The call center outsourcing market in Western Europe is growing and, despite Call Center Outsourcing in Western Europe consolidation, it will remain highly fragmented. It will continue to offer great Datamonitor (Published 08/2005) opportunities for all outsourcers, pan-national, Page 50 national as well as regional. This report is a licensed product and is not to be photocopied Telcos and offshore outsourcing specialists pose a threat as competitors, but are also potential partners for Western Europe-focused outsourcers. Multinational outsourcers have recognized the opportunities that the Eastern European market offers and will continue to invest heavily. The following types of companies all have an influence on the call center outsourcing market in Western Europe. Call Center Outsourcing in Western Europe Datamonitor (Published 08/2005) Page 5 This report is a licensed product and is not to be photocopied Request more sample pages...for FREE! From Europe: tel: fax: From Germany: tel: fax: From the US: tel: fax: From Asia Pacific: tel: fax:

4 Call Center Outsoucing in Western Europe Table of contents SUMMARY INTRODUCTION DEVELOPING NEW SERVICES The market for new services - Main value-added services Recommendations SELF-SERVICE SOLUTIONS 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 Pricing models - Limitations of traditional pricing models - Limitations of risk/reward pricing models - Combined pricing models Factors affecting prices Recommendations OFFSHORING Offshore outsourcing's impact on Western Europe The market by country - UK - France - Benelux - Spain - Germany - Italy Recommendations MARKET FORECAST AND GROWTH 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 Communications Distribution and wholesale Entertainment, media and leisure Financial services Healthcare Manufacturing Public sector Retail Technology Travel and tourism Utilities COUNTRY MARKETS Benelux France Germany Italy...Outsourcers will develop mixed models of self-service/live agent services rather than fully automated solutions. They will increasingly invest in efforts to optimize the quality of their self-service solutions... Datamonitor

5 Spain UK Conclusion COMPETITIVE DYNAMICS Competitive structure Company profiles - Atento - Broadsystem - ClientLogic - Contacta S.p.A - Convergys - defacto call center - D+S europe AG - EDS - Garlands - gem - Gruppo Cos - Kluth AG - SITEL - Stream - Sykes - Teletech International - Telework SpA - Transcom - 2touch - WalterTeleMedien - Xtrasource ACTION POINTS Embrace new technologies Expand service portfolio Verticalize and specialize Aim for the right partnerships Flexibility Eastern Europe APPENDIX TABLES Table 1: Outsourced agent positions in Western Europe, Table 2: Proportion of outsourced agent positions by country, Table 3: Average outsourced call center size by country, Table 4: The value of the Western European call center outsourcing market by country, 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, Table 7: Outsourced call center traffic in Western Europe segmented by business function, 2004 & 2009 Table 8: Outsourced agent positions in Western Europe segmented Table 9: Outsourced call centers and agent positions in Benelux, Table 10: Outsourced agent positions in Benelux segmented Table 11: Outsourced call centers and agent positions in France, Table 12: Outsourced agent positions in France segmented Table 13: Outsourced call centers and agent positions in Germany, Table 14: Outsourced agent positions in Germany segmented Table 15: Outsourced call centers and agent positions in Italy, In their attempt to move up the value chain many outsourcers offer cross- and up-selling as part of their services. This service has particularly high demand and Datamonitor expects clients' demand for it not only to continue but to grow rapidly... Datamonitor

6 Call Center Outsoucing in Western Europe Table 16: Outsourced agent positions in Italy segmented by vertical market, 2004 & 2009 Table 17: Outsourced call centers and agent positions in Spain, Table 18: Outsourced agent positions in Spain segmented Table 19: Outsourced call centers and agent positions in the UK, Table 20: Outsourced agent positions in the UK segmented FIGURES Figure 1: The value of the Western European call center outsourcing market by country, Figure 2: Outsourced agent positions in Western Europe segmented by vertical market, Figure 3: Outsourced agent positions in Western Europe, Figure 4: Proportion of outsourced agent positions by country, Figure 5: Average outsourced call center size by country, Figure 6: The value of the Western European call center outsourcing market by country, Figure 7: The average value of an agent position in Western Europe by country, 2004 & 2009 Figure 8: Outsourced contact center traffic in Western Europe segmented by inbound and outbound, Figure 9: Outsourced call center traffic in Western Europe by business function, 2004 & 2009 Figure 10: Outsourced agent positions in Western Europe segmented by vertical market, Figure 11: Outsourced call centers and agent positions in Benelux, Figure 12: Outsourced agent positions in Benelux segmented Figure 13: Outsourced call centers and agent position in France, Figure 14: Outsourced agent positions in France segmented Figure 15: Outsourced call centers and agent positions in Germany, Figure 16: Outsourced agent positions in Germany segmented Figure 17: Outsourced call centers and agent positions in Italy, Figure 18: Outsourced agent positions in Italy segmented Figure 19: Outsourced call center and agent positions in Spain, Figure 20: Outsourced agent positions in Spain segmented Figure 21: Outsourced call center and agent positions in the UK, Figure 22: Outsourced agent positions in the UK segmented Contact us... From Europe: tel: fax: From Germany: tel: fax: From the US: tel: fax: From Asia Pacific: tel: fax:

7 Call Center Outsoucing in Western Europe Datamonitor: Your total information solution Datamonitor is a premium business information company helping 5,000 of the world's leading companies across the Automotive, Consumer Markets, Energy, Financial Services, Healthcare and Technology sectors. Our products and services are specifically designed to support our clients key business processes from corporate strategy to competitive intelligence. We provide an independent and trustworthy source of data, analysis and forecasts to improve these processes and ultimately, to help grow your business. Corporate Strategy & Business Planning Product Development & Commercialization Targeting & Influencing the Market Market & Competitive Intelligence Quality Data Expert Analysis Future Forecasts Make more effective strategic and business decisions Accelerate delivery of commercial success Assess and influence your commercial and market environment Maintain or obtain critical competitive advantage HELPING TO GROW YOUR BUSINESS No-one speaks louder than our clients ACI Atos Origin Avaya Communications Blue Pumpkin BSKYB BT Bull Chello Cisco CMG Computer Associates Convergys CSC Financial Services Deutsche Telekom Diamond Cluster EDS Ericsson Eyretel France Telecom Gemplus Genesys Hewlett Packard IBM Infogrames Intel Intervoice KPN Mobile Manugistics Microsoft Mitel Telecom NCR Nice Systems Oberthur Philips S1 Corporation Samsung SAP Sega Setec Siemens AG Sonera Sony Staffware Sun Microsystems Sungard Telefonica Moviles Teleperformance Thales Thus Unisys Vivendi 89% of our clients use Datamonitor research to develop competitive intelligence Source: Datamonitor Customer Research

8 Datamonitor's Contact Centers Outsourcing and Services Strategic Planning Program (SPP) is a tailored, continuous advisory service combining a number of information sources. Interested in this topic? The emergence of service bureaus in developing markets, which provide high quality labor at low costs, is changing the customer relationship outsourcing market significantly. This SPP provides analysis of global call center and eservices outsourcing in both developed and developing markets. The service identifies business planning and development opportunities by tracking the number of outsourced call centers and agent positions by vertical market globally and regionally. The Global Offshore Cost Assessment Beyond Wages Offshore investors focus on the savings made by moving operations abroad but hidden costs and other risks can complicate this decision. This report compares and contrasts traditional and emerging offshore and nearshore locations. Published: Jul-05 Product code: DMTC1108 Other reports available in this series Analytical CRM Analytical CRM is a sub section of the wider business intelligence market. It is a complex, but compelling technology which offers significant potential value for vendors and users alike. Understanding the solutions, uses and trends is essential. Published: Jul-05 Product code: DMTC1112 Managed and Hosted Contact Center Services There is a lot of hype about managed and hosted contact center services. This report analyzes the revenue generating opportunities that they bring to vendors and service providers. Published: Dec-04 Product code: DMTC1034 Profiting from European Nearshore Outsourcing This report describes the Central and Eastern European and North African contact center nearshore outsourcing industry. It gives a broad market size and two regional SWOT analyses. Strategic recommendations pertaining to each national market follow. Published: Aug-04 Product code: DMTC1029 Vertical Guide to Call Centers in EMEA A complete analysis of the call center outsourcing industry across EMEA, with emphasis on vertical markets, size bands, and competitive issues within each region. Published: Apr-04 Product code: DMTC0965 For more information on reports and briefs go to: Subscribe to Monitor A monthly update of Datamonitor's new products, delivered to you by .

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