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
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3. Organisation – Sponsors - Endorsement
3
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4. Country Clustering
4
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5. Findings
5
 Seats
 Employment
 # Contact Centers
 Growth Rate
 Outsourcing
 Outbound
 Summary table
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6. Country Ranking by Seats
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 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
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7. 3.400.996 Employed over Europe
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 % 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
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8. 32.702 Contact Centers
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 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
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9. Market Growth 4,6 % AGR
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 +149,373 FTE/year
 Seats: 4,0%
 +7,1% (2012)
 Employment -4%
 DE: +1,3%
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10. Outsourcing 20,7 % of FTE
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DE 23%
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11. Deutschland – Country Sheet
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 Growth rate & average size < Western Europe
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12. European Market Overview
12
Conjunctural
Steady
Italy
Expansive
Excl. Russia (30%), Ukraine (63%), Turkey (16%) growth
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13. European Market Overview
Correction for Employment Evolution
13
Conjunctural
Steady
Poland
Expansive
Excl. Russia (22%), Ukraine (61%), Greece (15%) growth above employment evolution
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14. Comments
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 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)
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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
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16. Comments
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 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
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17. 17
www.eccbp.be
Frank Verkinderen
be.linkedin.com/in/verkinderen/
frank@verkinderen.com
+32 477 347 212
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