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Eccbp ccw 2013-berlin_26_02_2013_slideshare

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Eccbp ccw 2013-berlin_26_02_2013_slideshare

  1. 1. ECCBEuropean Contact Center Benchmark 2012 European perspective
  2. 2. Mission Statement 2“Create value for individual companies and contact centersector through the realisation of a reliable, up-to-date,independent, comprehensive benchmark of the contactcenter industry in Europe”www.eccbp.beMetadata analysis  Review “as is” situation > gap analysis  Alignment existing benchmark data & methodology(c)Call Communications & Areia - Strictly Confidential 6.03.13
  3. 3. Organisation – Sponsors - Endorsement 3(c)Call Communications & Areia - Strictly Confidential 6.03.13
  4. 4. Country Clustering 4(c)Call Communications & Areia - Strictly Confidential 6.03.13
  5. 5. Findings 5 Seats Employment # Contact Centers Growth Rate Outsourcing Outbound Summary table(c)Call Communications & Areia - Strictly Confidential 6.03.13
  6. 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. 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. 8. 32.702 Contact Centers 8 Estimate ≈ 35.000 CC  US ≈ 60.000 CCCountries _Market Size # CC _Market Size # CC2 CC size _AvgGermany 6900 21,10% 56United Kingdom 5650 17,28% 115France 3500 10,70% 49Italy 2085 6,38% 55Russia 2060 6,30% 38Netherlands 1770 5,41% 115Poland 1602 4,90% 41Spain 1376 4,21% 56Turkey 1050 3,21% 47Switzerland 905 2,77% 34  Avg size 74 seats (c)Call Communications & Areia - Strictly Confidential 6.03.13
  9. 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. 10. Outsourcing 20,7 % of FTE 10DE 23%(c)Call Communications & Areia - Strictly Confidential 6.03.13
  11. 11. Deutschland – Country Sheet 11 Growth rate & average size < Western Europe(c)Call Communications & Areia - Strictly Confidential 6.03.13
  12. 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. 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. 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. 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. 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. 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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