Vertical Guide to Call Centers in EMEA

Transcription

1 A Datamonitor report Vertical Guide to Call Centers in EMEA Analyzing trends in EMEA call centers Published: Apr-04 Product Code: Providing you with: Use this report to... Determine the largest and fastest growing call center markets in EMEA Sizing of the call center market by number of call centers in 26 EMEA markets from 2003 to Segmentation of the market by four call center size bands for each separate country and major region Segmentation of the EMEA call center market by multimedia facility vs. traditional facility Break-out of EMEA's 13 vertical markets until by major country and region

2 Vertical Guide to Call Centers in EMEA Introduction This report is an in-depth review of the European call center markets across 13 vertical markets and four call center size bands. The first portion of the report analyzes the European call center market by dividing it into multiple vertical markets. An overview of each market is presented, and then implications for the call center market are explained. Figures are provided through to the year. This report provides core information required by companies active or considering entry to the market for call center services in EMEA. It is a consolidated source of data on the vertical market adoption of call center services, size band segmentation, and multichannel capacity across the region. Strategic recommendations are made for each separate market, providing you with an in-depth understanding of the critical success factors to selling into EMEA call centers. Key findings and highlights Total agent positions in EMEA will grow from 1.5 million at the end of 2003 to 2.1 million by, at a CAGR of 6.3% through this period. At the end of 2003, the largest call center size band in EMEA was the category, accounting for 50% of facilities. This segment will increase to 55% by. Financial services, outsourcing, manufacturing, and communications were the largest vertical markets in EMEA at the end of However, through the fastest growing verticals for call center services will be the public sector, health care, outsourcing, entertainment, and utilities. Reasons to buy 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 Contact us... From Europe: tel: fax: tcsales@datamonitor.com From the US: tel: fax: usinfo@datamonitor.com From Asia-Pacific: tel: fax: apinfo@datamonitor.com

3 Sample pages from the report Call centers in EMEA Agent positions in EMEA Figure 2: The EMEA call center universe High Market growth, 2003 Low Average Tier 2 Hungary Call centers in France Poland Czech Republic Turkey Russia South Africa Spain Figure 8: French call centers segmented by size band, Austria Greece Israel Germany Denmark Sweden Portugal Italy Norway Finland % 2% Netherlands Tier 3 Switzerland France 5% Belgium UK 7% Ireland % Call centers in the Nordics 45% 56% Tier 1 48% Low Average market maturity Source: Datamonitor High D A T A M O N I T O R Figure 38: Agent positions in the Nordics segmented by vertical market, 2003 & 2003 The call center markets in EMEA can be split Source: into Datamonitor the following groups: D A T A M O N I T O R Tier 1 consisting of the UK, Ireland, the Netherlands and the Nordic countries, Financial services these markets are mature and technically advanced. These markets are reaching Table 8: Call centers in France segmented by call Outsourcing center size, 2003 & saturation point, and will experience minimal growth between. The UK is by far the largest market in this group; with the exception of the Manufacturing Netherlands, the rest of the countries are relatively small markets; Size Bands CCs 2003 % Communications CCs % CAGR Tier 2 consisting of the majority of the Western European countries outside of Retail Tier 1 plus Israel, these markets are 10 less to mature 30 than those in Tier 1, and 1,267 are 34% 2,542 45% 14.9% Travel and tourism also experiencing higher than average 31 growth. to 100 The largest markets in this 2,114 group 56% 2,754 48% 5.4% are Germany, France, Italy and Spain, 101 which to 250 account for the majority of 266 agent 7% 290 Utilities 5% 1.7% positions. > % 126 2% 2.8% Total 3, % 5,712 Technology 100% 8.7% 2003 Source: Datamonitor Public sector D A T A M O N I T O R Entertainment, media and leisure Vertical guide to call centers in EMEA to The French call center market by vertical Distribution and wholesale Datamonitor (Published 04/2004) Page 36 Financial services currently dominate total French agent positions, and will continue This report is a licensed product and is not to be photocopied Other to do so through. However, during this period, the total proportion of related to the FS market will decline markedly, from 19% in Healthcare 2003 to approximately 16% in (Please see Figure 9) Agent positions (000s) Source: Datamonitor D A T A M O N I T O R Datamonitor believes that the following vertical markets in the Nordics will grow faster Vertical guide to call centers in EMEA to than average through : Datamonitor (Published 04/2004) Page 58 This report is a licensed product and is not to be photocopied Health care: In the Nordics, Datamonitor forecasts the health care vertical to grow at 8% CAGR, making it the most dynamic market in the region for call center services. This follows a similar trend in the UK, in which providers place more emphasis on customer care in areas including centralized scheduling and diagnosis. However, Datamonitor notes the small proportion of total agent positions associated with Nordic health care, which will only amount to 1.5% of total by. Vertical guide to call centers in EMEA to Datamonitor (Published 04/2004) Page 114 This report is a licensed product and is not to be photocopied Request more sample pages...for FREE! From Europe: tel: fax: tcsales@datamonitor.com From the US: tel: fax: usinfo@datamonitor.com From Asia-Pacific: tel: fax: apinfo@datamonitor.com

4 Vertical Guide to Call Centers in EMEA Table of contents EXECUTIVE SUMMARY Introduction The EMEA call center universe Call centers and agent positions in EMEA Call center size bands in EMEA Vertical markets in EMEA Multichannel call centers in EMEA Strategic recommendations - Call center technology vendors - Outsourcing providers - Resellers INTRODUCTION CALL CENTERS IN EMEA Key findings Call centers and agent positions in EMEA - Agent positions in EMEA - Call center size bands in EMEA - Vertical call center markets in EMEA - Financial services - Public sector - Retail - Manufacturing - Utilities - Outsourcing - Communications - Recommendations - Technology - Travel and tourism - Recommendations - Entertainment, media and leisure - Distribution and wholesale - Healthcare - Multichannel call centers in EMEA CALL CENTERS IN FRANCE Key findings - Call centers and agent positions in France - Call center size bands in France - The French call center market by vertical - Multichannel contact centers in France Conclusions - France The same points above are covered for each of the following countries: Germany Italy Netherlands Spain United Kingdom Nordics Western Europe Eastern Europe Middle East and Africa STRATEGIC RECOMMENDATIONS - Call center technology vendors - Outsourcing providers - Resellers and system integrators APPENDIX - SPP writing team - How to contact experts in your industry LIST OF TABLES Table 1: Country coverage - Vertical guide to call centers in EMEA Table 2: Call centers and agent positions in EMEA, Table 3: Call centers in EMEA segmented by call center size, Table 4: Call centers in EMEA segmented by vertical market, Table 5: Multichannel call centers in EMEA, Table 6: Call centers and agent positions in France, Table 7: Agent positions in France segmented by call center size, Table 8: Call centers in France segmented by call center size, 2003 Table 9: Agent positions in France segmented by vertical market, Table 10: Multichannel contact centers in France, Table 11: Call centers and agent positions in Germany, Table 12: Agent positions in Germany segmented by call center size, Table 13: Call centers in Germany segmented by call center size, Table 14: Agent positions in Germany segmented by vertical market, Table 15: Multichannel contact centers in Germany, Table 16: Call centers and agent positions in Italy, 2003 to Table 17: Agent positions in Italy, segmented by call center size band, Table 18: Call centers in Italy, segmented by call center size band, Table 19: Agent positions in Italy, segmented by vertical market, Table 20: Multichannel contact centers in Italy, Table 21: Call centers and agent positions in the Netherlands, Table 22: Agent positions in the Netherlands segmented by call center size, Table 23: Call centers in the Netherlands segmented by call center size,...the fastest growing industries for call center services will be the public sector, health care, outsourcing, entertainment, and utilities. These verticals have all lagged in customer care investment and, in a period of 'catch-up', relative to more mature sectors... Vertical Guide to Call Centers in EMEA

5 Table 24: Agent positions in the Netherlands segmented by vertical market, Table 25: Multichannel contact centers in the Netherlands, Table 26: Call centers and agent positions in Spain, Table 27: Agent positions in Spain segmented by call center size, Table 28: Call centers in Spain segmented by call center size, 2003 Table 29: Agent positions in Spain segmented by vertical market, Table 30: Multichannel contact centers in Spain, For the complete list of tables, with TOC in the subject line. LIST OF FIGURES Figure A: The EMEA call center universe Figure B: Call centers and agent positions in EMEA, Figure C: Call centers in EMEA segmented by call center size, Figure D: Call centers in EMEA segmented by vertical market, 2003 Figure E: Multichannel call centers in EMEA, Figure 1: Call centers and agent positions in EMEA, Figure 2: The EMEA call center universe Figure 3: Call centers in EMEA segmented by call center size, Figure 4: Call centers in EMEA segmented by vertical market, 2003 Figure 5: Multichannel call centers in EMEA, Figure 6: Call centers and agents positions in France, Figure 7: French agent position segmented by size band, 2003 and Figure 8: French call centers segmented by size band, Figure 9: Agent positions in France segmented by vertical market, Figure 10: Multichannel contact centers in France, Figure 11: Call centers and agent positions in Germany, Figure 12: Agent positions in Germany segmented by call center size, Figure 13: Call centers in Germany segmented by call center size, Figure 14: Agent positions in Germany segmented by vertical market, Figure 15: Multichannel contact centers in Germany, Figure 16: Call centers and agent positions in Italy, Figure 17: Agent positions in Italy, segmented by call center size band, Figure 18: Call centers in Italy, segmented by call center size band, Figure 19: Agent positions in Italy, segmented by vertical market, Figure 20: Multichannel contact centers in Italy, 2003 & Figure 21: Call centers and agent positions in the Netherlands, Figure 22: Agent positions in the Netherlands segmented by call center size, Figure 23: Call centers in the Netherlands segmented by call center size, Figure 24: Agent positions in the Netherlands segmented by vertical market, Figure 25: Multichannel contact centers in the Netherlands, Figure 26: Call centers and agent positions in Spain, Figure 27: Agent positions in Spain segmented by call center size, Figure 28: Call centers in Spain segmented by call center size, 2003 Figure 29: Agent positions in Spain segmented by vertical market, Figure 30: Multichannel contact centers in Spain, Figure 31: Call centers and agent positions in the UK, Figure 32: Agent positions in the UK segmented by call center size, Figure 33: Call centers in the UK segmented by call center size, 2003 Figure 34: Agent positions in the UK segmented by vertical market, Figure 35: Multichannel contact centers in the UK, Figure 36: Agent positions and call centers in the Nordics, Figure 37: Call centers in the Nordics segmented by call center size, Figure 38: Agent positions in the Nordics segmented by vertical market, Figure 39: Multichannel contact centers in the Nordics, Figure 40: Agents positions and call centers in Denmark, Figure 41: Call centers in Denmark segmented by call center size, Figure 42: Call centers and agent positions in Finland, Figure 43: Call centers in Finland segmented by call center size, 2003 Figure 44: Call centers and agent positions in Norway, Figure 45: Call centers in Norway segmented by call center size, For the complete list of figures, with TOC in the subject line....given its maturity, the UK call center market could appear a daunting challenge for new entrants into this commercial space. However, Datamonitor believes that there will be excellent opportunities in specific niche areas and vertical markets... Vertical Guide to Call Centers in EMEA

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