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The document summarizes findings from the 2012 European Contact Center Benchmark (ECCB). It finds that there are over 2.4 million contact center seats across Europe, with the largest numbers in the UK, Germany, and France. Over 3.4 million people are employed in over 32,700 contact centers. The contact center industry is growing at about 4.6% annually across Europe. Outsourcing accounts for around 20% of contact center employment. Growth is expected to be highest in Eastern Europe and potential growth areas include increasing integration of front and back office functions and a shift to more remote customer interactions.

ECCB
European Contact Center Benchmark 2012
European perspective

Mission Statement
2

“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

(c)Call Communications & Areia - Strictly Confidential 6.03.13

Organisation – Sponsors - Endorsement
3

(c)Call Communications & Areia - Strictly Confidential 6.03.13

Country Clustering
4

(c)Call Communications & Areia - Strictly Confidential 6.03.13

Findings
5

 Seats
 Employment
 # Contact Centers
 Growth Rate
 Outsourcing
 Outbound
 Summary table

(c)Call Communications & Areia - Strictly Confidential 6.03.13

Country Ranking by Seats
6

 Total seats identified – 2.406.800
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

 DE – Dez. 2012
 350.000 seats

(c)Call Communications & Areia - Strictly Confidential 6.03.13

3.400.996 Employed over Europe
7

 % 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

(c)Call Communications & Areia - Strictly Confidential 6.03.13

32.702 Contact Centers
8

 Estimate ≈ 35.000 CC
 US ≈ 60.000 CC

Countries _Market Size # CC
_Market Size # CC2 CC size
_Avg
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

 Avg size 74 seats

(c)Call Communications & Areia - Strictly Confidential 6.03.13

Market Growth 4,6 % AGR
9

 +149,373 FTE/year
 Seats: 4,0%
 +7,1% (2012)
 Employment -4%

 DE: +1,3%

(c)Call Communications & Areia - Strictly Confidential 6.03.13

Outsourcing 20,7 % of FTE
10

DE 23%

(c)Call Communications & Areia - Strictly Confidential 6.03.13

Deutschland – Country Sheet
11

 Growth rate & average size < Western Europe

(c)Call Communications & Areia - Strictly Confidential 6.03.13

European Market Overview
12

Conjunctural

Steady

Italy

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

(c)Call Communications & Areia - Strictly Confidential 6.03.13

European Market Overview
Correction for Employment Evolution
13

Conjunctural
Steady

Poland

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

(c)Call Communications & Areia - Strictly Confidential 6.03.13

Comments
14

 Interpretation +1.475.000 FTE by 2022, 1,3 % ActPop
Possible evolution 2022
3% 30%

25%
2%

20%

2%

15%

1%

10%

1%
5%

0% 0%
Central Europe Eastern Europe Eastern europe NE Eastern Europe SE Scandinavia Southern Europe Western Europe Total
Baltic

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

(c)Call Communications & Areia - Strictly Confidential 6.03.13

Comments
15

 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

(c)Call Communications & Areia - Strictly Confidential 6.03.13

Comments
16

 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

(c)Call Communications & Areia - Strictly Confidential 6.03.13

17

www.eccbp.be

Frank Verkinderen

be.linkedin.com/in/verkinderen/

frank@verkinderen.com

+32 477 347 212

(c)Call Communications & Areia - Strictly Confidential 6.03.13

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Eccbp ccw 2013-berlin_26_02_2013_slideshare

1. ECCB European Contact Center Benchmark 2012 European perspective

2. Mission Statement 2 “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 (c)Call Communications & Areia - Strictly Confidential 6.03.13

3. Organisation – Sponsors - Endorsement 3 (c)Call Communications & Areia - Strictly Confidential 6.03.13

4. Country Clustering 4 (c)Call Communications & Areia - Strictly Confidential 6.03.13

5. Findings 5  Seats  Employment  # Contact Centers  Growth Rate  Outsourcing  Outbound  Summary table (c)Call Communications & Areia - Strictly Confidential 6.03.13

6. Country Ranking by Seats 6  Total seats identified – 2.406.800 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  DE – Dez. 2012  350.000 seats (c)Call Communications & Areia - Strictly Confidential 6.03.13

7. 3.400.996 Employed over Europe 7  % 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 (c)Call Communications & Areia - Strictly Confidential 6.03.13

8. 32.702 Contact Centers 8  Estimate ≈ 35.000 CC  US ≈ 60.000 CC Countries _Market Size # CC _Market Size # CC2 CC size _Avg 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  Avg size 74 seats (c)Call Communications & Areia - Strictly Confidential 6.03.13

9. Market Growth 4,6 % AGR 9  +149,373 FTE/year  Seats: 4,0%  +7,1% (2012)  Employment -4%  DE: +1,3% (c)Call Communications & Areia - Strictly Confidential 6.03.13

10. Outsourcing 20,7 % of FTE 10 DE 23% (c)Call Communications & Areia - Strictly Confidential 6.03.13

11. Deutschland – Country Sheet 11  Growth rate & average size < Western Europe (c)Call Communications & Areia - Strictly Confidential 6.03.13

12. European Market Overview 12 Conjunctural Steady Italy Expansive Excl. Russia (30%), Ukraine (63%), Turkey (16%) growth (c)Call Communications & Areia - Strictly Confidential 6.03.13

13. European Market Overview Correction for Employment Evolution 13 Conjunctural Steady Poland Expansive Excl. Russia (22%), Ukraine (61%), Greece (15%) growth above employment evolution (c)Call Communications & Areia - Strictly Confidential 6.03.13

14. Comments 14  Interpretation +1.475.000 FTE by 2022, 1,3 % ActPop Possible evolution 2022 3% 30% 25% 2% 20% 2% 15% 1% 10% 1% 5% 0% 0% Central Europe Eastern Europe Eastern europe NE Eastern Europe SE Scandinavia Southern Europe Western Europe Total Baltic Actual % Active Population Target % 2022 Required CAGR (2nd. Axis) Actual Growth Rate (2nd. Axis) (c)Call Communications & Areia - Strictly Confidential 6.03.13

15. Comments 15  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 (c)Call Communications & Areia - Strictly Confidential 6.03.13

16. Comments 16  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 (c)Call Communications & Areia - Strictly Confidential 6.03.13

17. 17 www.eccbp.be Frank Verkinderen be.linkedin.com/in/verkinderen/ frank@verkinderen.com +32 477 347 212 (c)Call Communications & Areia - Strictly Confidential 6.03.13

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Eccbp ccw 2013-berlin_26_02_2013_slideshare

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