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Presentation BPO outsourcing from Netherlands to South Africa

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Presentation BPO outsourcing from Netherlands to South Africa

  1. 1. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T NL contact center industry: stats, facts & learnings Ernst Kruize Manager Marketing & Communication Philipse Business School | MBA School For Customer Management
  2. 2. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T 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. 3. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T 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. 4. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T ‘Proof’ of maturity • Collective labour agreement (wgcc.nl) • Annual Award event with over 1000 visitors (ncca.nl) | (tcd.nl) • 11th 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. 5. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T 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. 6. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T 6 Industry interests: covered, but protected? • Growing consumer frustration • Laws replacing selfregulation • Cost center focus • Low perception of cc jobs • Outsourcing ‘threat’
  7. 7. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T 7 The ultimate challenge…
  8. 8. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T 8 Need for solutions! • Focus on selfservice • Employment of the elderly • Homeshoring • Managed sourcing concepts • Offshore outsourcing
  9. 9. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T 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. 10. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T 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. 11. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T 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. 12. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T 12 Thanks for your time! • E.kruize@philipsebusinessschool.com • Find us also on: – LinkedIN.com – Twitter.com – Posterous.com – Flickr.com – Delicious.com – Slideshare.net

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