Your SlideShare is downloading. ×
Contact Center Benchmark 2012
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Contact Center Benchmark 2012

2,580

Published on

Published in: Business
1 Comment
3 Likes
Statistics
Notes
  • You can read the full press release on this research online:
    - Dutch: http://bit.ly/X5uf8K
    - French: http://bit.ly/X5u9hx
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Views
Total Views
2,580
On Slideshare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
50
Comments
1
Likes
3
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. 2012 BelgianCONTACT CENTER BENCHMARK
  • 2. Contactcenter in Belgium is growing 2 Contactcenter market in Belgium will increase with 4,5% to 7,5% in 2012© Call Communications & Mass
  • 3. Market Survey – Market Presence 3 756 CC identified (excl. <10) – 25,481 positions – Avg size 83 positions 70% 1200 Y - Count of CompanyName 60% Y - Average of Q4A-Positions 993 1000 50% 800 40% 600 30% 515 400 20% 326 208 200 10% 167 113 64 0% 21 0 10-49 50-99 100-149 150-199 200-249 250-499 500-749 >750© Call Communications & Mass
  • 4. Market Survey - Province 4  # CC present (% of respondents) Walloon Brabant 24% Namur 19% Wallonia Luxemburg 14% Liege 18% Hainaut 20%N West-Flanders 9%Y Limburg 9% Flanders Flemish Brabant 24% East-Flanders 12% Antwerp 14%BrussCapit els- BXL 29% al 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100% (c)Call Communications & Mass
  • 5. Belgium tops out 5 The Belgian contactcenters are growing faster than the European average© Call Communications & Mass
  • 6. Market Survey - Growth 6 Conjunctural Steady Italy© Call Communications – Mass- Areia Explosive Excl. Russia (30%), Ukraine (63%), Turkey (16%) growth © Call Communications & Mass
  • 7. Inhouse vs outsourcing 776% of companies have an inhouse contactcenter 24% is outsourcing its customer services© Call Communications & Mass
  • 8. Belgian CC Characteristics - Type 8 Outsourced (total population) Types of CC 17 % of seats 20 % of FTE Number of CC Seats FTE 68,1% 17,7% 14,2% 77,2% 10,7% 12,0% 76,2% 12,2% 11,7% both Inhouse Outsourced(© Call Communications & Mass
  • 9. Belgian Contact Centers – Outsourcers 9 Outsourcer 70 (2007) 70 (2008) 70 (2009) 70 (2010) 70 (2011) 2011/2010N-Allo € 50.160.497 € 55.242.651 € 59.656.791 € 57.624.151 € 61.830.985 7%IP Globalnet € 34.456.091 € 41.591.795 € 41.436.491 € 40.711.944 € 44.005.222 8%Sitel Belgium € 57.855.007 € 59.611.472 € 58.388.293 € 49.711.940 € 33.677.545 -32%Techteam Global € 27.395.322 € 31.112.515 € 24.872.132 € 26.817.494 € 25.000.000 -7%SNT € 21.664.056 € 22.153.439 € 22.025.377 € 21.844.385 € 24.639.710 13%Call-IT € 20.309.356 € 22.613.483 € 23.511.595 € 20.710.269 € 20.237.606 -2%T-Group € 4.074.110 € 5.307.238 € 8.819.819 € 14.557.928 € 12.802.877 -12%Unamic/HCN € 3.084.174 € 7.066.656 € 8.633.366 22%Brucall € 10.350.620 € 9.665.405 € 9.113.793 € 8.868.867 € 8.534.174 -4%Mifratel € 1.845.728 € 3.520.728 € 6.393.394 € 7.609.911 € 7.815.270 3%© Call Communications & Mass
  • 10. SMB turns to contactcenters 10 25% of SMBs has a contactcenter and that number is increasing© Call Communications & Mass
  • 11. Market Survey – Company Size 11 9% of all companies (>5 FTE) report contact center activity N=4184, 1,46 % error Correlations Company Size - CC Presence - CC % of company margin on 95% validity 60% 54% 50% 40% 37% 37% 30% 20% 20% 12% 9% 9% 10% 5% 0% 5-10 10-20 20-50 50-100 100-200 200-500 500-1000 >1000 % Economy % CC Presence (n=4184) % CC of Cy (n=241) N=241, 6,30 % error margin on 95% validity Expon. (% Economy) Poly. (% CC Presence (n=4184)) Poly. (% CC of Cy (n=241))© Call Communications & Mass
  • 12. Market survey 12 Some extra figures on the Belgian contactcenter© Call Communications & Mass
  • 13. Belgian Contact Centers 2009-2012 13 Activities 2009-2012 Other Loyalty Credit Sales PreSales Survey Order DispatchTechSupport CustServ 0,0% 2,0% 4,0% 6,0% 8,0% 10,0% 12,0% 14,0% 16,0% 18,0% 20,0% CustServ TechSupport Dispatch Order Survey PreSales Sales Credit Loyalty Other 2012 18,3% 12,8% 10,2% 6,7% 9,4% 11,9% 10,6% 6,9% 6,3% 7,0% 2009 14,7% 9,6% 9,5% 8,4% 8,9% 8,0% 8,7% 9,9% 13,8% 8,4%© Call Communications & Mass
  • 14. Belgian Contact Centers 2009-2012 14 Evolution 2009-2012, selected ratios 80% 8,0% 70% 7,0% 6,8% 6,4% 60% 6,0% 5,5% 50% 5,0% 4,5% 40% 4,0% 30% 3,0% 20% 2,0% 10% 1,0% 0% 0,0% 2009 2010 2011 2012 % Outsourcing % Inbound % B2B % Cost Center Growth Rate (2nd axis)© Call Communications & Mass
  • 15. Thank you 15 Did you like this presentation? Feel free to share online: #CCB2012© Call Communications & Mass
  • 16. PLATINUM 16 GOLDPREMIUM© Call Communications & Mass

Ă—