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Presentation BPO outsourcing from Netherlands to South Africa

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  • © Philipse Business School 2007 <1>
  • © Philipse Business School 2007 <1>
  • © Philipse Business School 2007 <1>

Transcript

  • 1. NL contact center industry: stats, facts & learnings Ernst Kruize Manager Marketing & Communication Philipse Business School | MBA School For Customer Management
  • 2. A few general stats
    • 2.000 contact centres (and rising)
    • About 75.000 seats
    • Estimated 160.000 employees
    • Around 100 billion turnover value (Rand)
    • 77% captive contact centres
    • 9 out of 10 calls are inbound
    • Mainly service focus
    • Growing emphasis on sales
    • ‘ Third wave’
    • Market in maturity
  • 3. HR perspective: more stats
    • 160.000 employees
    • 50% parttime employed
    • on average 20-24 hours
    • 75% woman
    • mainly between 25-49 in age
    • 75% fixed contract with call centre
    • 60% ‘MBO’ level
    • Attrition: 14% captive, 25% outsourced call centres
    • Salaries: 140 R per hour captive, 100 R per hour outsourced
    • Melting pot: 4 different generations on the floor
  • 4. ‘ Proof’ of maturity
    • Collective labour agreement (wgcc.nl)
    • Annual Award event with over 1000 visitors (ncca.nl) | (tcd.nl)
    • 11 th Anniversary Joint industry benchmark research (nccbp.nl)
    • Different magazines and online communities
    • Dutch Quality Standard (ito.nl)
    • Formal education from agent to manager
    • Associations
  • 5. Associations: fragmentation…
    • Inhouse contact centers: VCN
    • Top ten largest inhouse contact centers: TCCM
    • Inhouse contact center managers: TCCM
    • Outsourced contact centers: WGCC
    • Direct marketing: DDMA
    • Homeshopping: Thuiswinkel.org
    • CRM: CRM Association
    • Investment agencies
    • Regional platforms
    • Online forums (mainly LinkedIN)
  • 6. Industry interests: covered, but protected?
    • Growing consumer frustration
    • Laws replacing selfregulation
    • Cost center focus
    • Low perception of cc jobs
    • Outsourcing ‘threat’
  • 7. The ultimate challenge…
  • 8. Need for solutions!
    • Focus on selfservice
    • Employment of the elderly
    • Homeshoring
    • Managed sourcing concepts
    • Offshore outsourcing
  • 9. Offshore outsourcing
    • Presence of largest global BPO parties present
    • EMEA establishment of global brands
    • (growing) Offshore outsourcing (voice)
      • Surinam & Antiles
      • Turkey and Maroc
  • 10. Offshore to South Africa (-)
    • Perception(!): first attempt ‘failed’
    • Misperception of Dutch as ‘easy’ to learn
    • Cultural differences
    • Scaling issues:
    • - country size
    • - small number of large companies
  • 11. Offshore to South Africa (+)
    • Lower operational costs
    • Holistic view on customer contact
    • Infrastructure/technique
    • Enormous drive to succeed
    • Cooperation instead of competition
    • One stop shopping concept
    • PR (Brochure ‘Wij spreken uw taal!’)
    • Active representation in NL market
    • Partnership with Dutch BPO’s?
    • Entrance via non-voice?
  • 12. Thanks for your time!
    • [email_address]
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