Presentation

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    The 2012 European Contact Centre Benchmark has the ambition to purvey the European Contact Centre market with its first comprehensive overview.

     

    This report is the first large scale European study of contact centre market structure/organization across the different countries in Europe. Covering 30 countries in Europe, this survey provides a detailed account of the similarities and differences in structure and practices across widely diverse national contexts and cultures.

     

    Mission statement: to create value Create value for individual companies and contact centre sector through the realisation of a reliable, up-to-date, independent, comprehensive benchmark of the contact centre industry in Europe

     

     The dramatic growth of the contact centre industry is a world-wide phenomenon, fuelled by advances in information technologies and the precipitous decline in the costs of voice and data transmission over the last two decades. As part of this global industry, contact centres in Europe have experienced spectacular growth in the last five years.

     

    This undertaking is only possible with the full support and assistance of our sponsors and of the European Confederation and its national associations.

     

     

    Our findings suggest that the contact centre sector has emerged with a fairly common growth path,  mainly different in time, but with much similarities in evolution process and steps. We do observe a substantial convergence of the more mature markets over roughly the last 5 years, and strong growth for countries and sectors catching up

     

     It serves a broad range of customers in all industry sectors and offers a wide range of services from very simple to quite complex.

     

     It is an important source of employment and new job creation everywhere.

     

    The mobility of contact centre operations has led many to view this sector as a paradigmatic case of the globalization of service work.

     

     And we find that the contact centre sector looks quite similar across countries in terms of its markets, service offerings, and organizational features.

     

     But beyond these similarities, we find that contact centre workplaces take on the character of their own countries and regions, based on distinct laws, customs, institutions, and norms.

     

     The ‘globalization’ of call centre activities has a remarkably national face.

     

    Our summary highlights the similarities among countries, as well as the differences between them.

     

     It also identifies important differences within countries between Inhouse centres and subcontractors, and between centres serving distinct customer segments.