An introduction to the report

Transcription

1 A Datamonitor report Call Center Outsourcing in EMEA Published: May-03 Product Code: DMTC0891 Why buy this report? Identify the fastest growing vertical and country markets across EMEA Understand the effects of the growth of offshore and nearshore outsourcing Understand new types of service offering and pricing models Assess current and potential competitive threats and partnership opportunities 95% of Datamonitor clients use our research to help improve their company s decision making Determine where call center outsourcing fits into the broader set of BPO opportunities Source: Datamonitor customer research

2 Call Center Outsourcing in EMEA DMTC0891 An introduction to the report The domestic call center outsourcing market in Europe is under assault from cheap offshore alternatives and Western companies must adapt to survive. Call Center Outsourcing in EMEA looks at how this can be achieved by focusing on a number of key areas, including: expanding service portfolios, evolving pricing models, developing higher quality services, building combined onshore / offshore outsourcing models, verticalizing service offerings and making the right partnerships. Scope and coverage of the report Market sizing information from 2002 to 2007, including segmentation by country and vertical market Detailed analysis of the key trends affecting the industry and their effects on the major players Competitive analysis of pan-emea and local players Analysis of the key issues and client needs by vertical market Report methodology This report is based on extensive primary research, including a regular survey of 250 call center managers, and interviews with the key industry players, including outsourcers, technology vendors, systems integrators and telcos. Information and data was validated both through key company contacts and an extensive in-house quality check that crosschecks data between countries and vertical markets. For more information... From Europe: tel: fax: tcsales@datamonitor.com From the US: tel: fax: ustcmarketing@datamonitor.com

3 In 2002 there were 149,000 outsourced agent positions in EMEA, or 11.7% of the total number in the region. By 2007 this figure will have grown to 286,000, or 16.1% of the EMEA total. The call center outsourcing market in EMEA was worth $5.7bn in 2002; by 2007 it will be worth $11.5bn. The fastest growing areas of call center outsourcing are customer service and helpdesk services. Outsourcers will increasingly deliver combined onshore and offshore services. The largest vertical markets for outsourcers in EMEA are communications, financial services and technology. Key findings and report highlights In house and outsourced agent positions in EMEA, Number of pan-emea call centers by country Proportion of agent positions that are outsourced 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% In house Outsourced Netherlands France Rest of Western Europe Spain Germany UK Nordics Italy Eastern Europe MEA Number of outsourcers Source: Datamonitor Analysis Source: Datamonitor Analysis Report structure Market Context and Trends - an analysis of the evolution and future of the call center outsourcing market in EMEA. EMEA Market Sizing - core market numbers. Vertical Focus - an analysis of the key trends in 11 vertical markets and the implications for the outsourcing market. Country Markets - an analysis of the 10 country markets, including countryspecific data sets. Competitive Dynamics - an analysis of the competitive market on a pan-emea and a country level, including profiles of key players. Action Points - strategic and actionable recommendations for all companies operating in the EMEA call center outsourcing market....by 2007, 16.1% of agent positions in EMEA will be outsourced... Datamonitor

4 Call Center Outsourcing in EMEA DMTC0891 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 & 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 Alltel Avaya Communications Blue Pumpkin BSKYB BT Bull Chello Cisco CMG Computer Associates Convergys CSC Financial Services Deutsche Telekom Diamond Cluster EDS Ericsson Eyretel Fincentric France Telecom Gemplus Genesys Hewlett Packard IBM Infogrames Intel Intervoice Brite KPN Mobile Logica Manugistics Microsoft Mitel Telecom NCR Nice Systems Oberthur Peoplesoft Philips PremiereWorld S1 Corporation Samsung SAP SchlumbergerSema Sega Setec Siemens AG Software AG Sonera Sony Staffware Sun Microsystems Sungard Telefonica Moviles Teleperformance Telewest Thales Thus Transcom Unisys Vivendi Xansa 89% of our clients use Datamonitor research to develop competitive intelligence Source: Datamonitor Customer Research

5 Datamonitor's Contact Centers Outsourcing and Services Strategic Planning Program (SPP) is a tailored, continuous advisory service combining a number of information sources. With a strong focus on flexibility and edelivery, we offer a customized service that enables you to meet challenges head-on and identify new opportunities. You can tailor your SPP from a variety of components. Executive Reports Market Reports Business planning days Analyst product support 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. Interested in this topic? Other reports available in this series Opportunities in North American Call Centers to 2007 Call Centers in EMEA to 2007 This report provides an assessment of the call center market in North America. This market is mature, and vendors must be realistic regarding the growth of future sales revenues. This report quantifies the number and growth rate of call centers in North America, including the US and Canada, enabling call center technology vendors to understand how and where to position their products and solutions. This is an in-depth review of the European call center markets across 12 vertical markets and 6 call center size bands. Figures are provided through the year The first portion of the report analyzes the European call center market by dividing into 12 different vertical markets, including financial services, government, healthcare, telecommunications and technology. An overview of each market is presented, and then implications for the call center market are explained. Published: Code: Price: Jan-03 DMTC0860 $3,995 Published: Code: Price: Oct-02 DMTC0852 $4,995 For more information on reports and briefs, go to: will increasingly deliver combined onshore and offshore services... Datamonitor

6 Table of contents INTRODUCTION Call Center Outsourcing in EMEA is Datamonitor's core report describing and sizing the call center and CRM outsourcing markets in Europe, the Middle East and Africa (EMEA). MARKET CONTEXT AND TRENDS An analysis of the evolution and future of the call center outsourcing market in EMEA. Key issues covered include: The evolution of customer relationship outsourcing Expanding service portfolios Evolving pricing models The growth of offshore and nearshore outsourcing The 'quality sell' VERTICAL FOCUS An analysis of the key trends in 11 vertical markets and the implications for the outsourcing market. The chapter also contains the vertical data sets for EMEA as a whole and the proportion of outsourced agent positions by vertical market. The following verticals are covered in this chapter: Communications Distribution and wholesale Entertainment, media and leisure Financial services Healthcare Manufacturing Public sector Retail Technology Travel and tourism Utilities COUNTRY MARKETS This chapter contains country specific information and data sets, including vertical market information, for the following countries and regions: France Germany Italy Netherlands Nordics Spain UK Rest of Western Europe Eastern Europe Middle East and Africa COMPETITIVE DYNAMICS An analysis of the competitive market on a pan-emea and a country level, including profiles of key pan-emea and local players. The chapter also assesses the opportunity for offshore and nearshore outsourcing specialists, telcos and service providers, and systems integrators and BPO specialists. ACTION POINTS Action points for call center and CRM outsourcing service providers Action points for systems integrators Action points for telcos Action points for offshore and nearshore outsourcing specialists Action points for technology vendors APPENDIX Definitions Modeling methodology DATASETS Table 5: In-house and outsourced agent positions in EMEA, Table 6: Outsourced agent positions in EMEA by country, Table 7: Outsourced call centers in EMEA, Table 8: The value of the EMEA call center outsourcing market, Table 9: Outsourced contact center traffic in EMEA segmented by inbound and outbound, Table 10: Outsourced contact center traffic in EMEA segmented by business function, Table 11: Outsourced agent positions in EMEA by vertical market, 2002 & 2007 Table 12: Communications agent positions, 2002 & 2007 Table 13: Distribution & wholesale agent positions, 2002 & 2007 Table 14: Entertainment, media and leisure agent positions, 2002 & 2007 Table 15: Financial services agent positions, 2002 & 2007 Table 16: Healthcare agent positions, 2002 & 2007 Table 17: Manufacturing agent positions, 2002 & 2007 Table 18: Public sector agent positions, 2002 & 2007 Table 19: Retail agent positions, 2002 & 2007 For more information... From Europe: tel: fax: tcsales@datamonitor.com From the US: tel: fax: ustcmarketing@datamonitor.com

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