Despite annual growth rate of 4.5 %, contact center remains undervalued and retains negative connotation, with a Net Promotor Score of -60 %. Survey with 408 SME respondents, show that

1. BELGI ANCONTACT CENTERBENCHMARK
Net Promot or Score – Survey Hi ghl i ght s

2. Net Pr omot or Scor e – 60 %
› Gener al – Net Pr omot or Scor e – 60 %
– 408 r espondent s (SME)
– CCPr esence 10,7 %
– Out sour ced 42 %
– “new” CCi dent i f i ed 41
Count of Index Column Labels
Row Labels Dutch / Nederlands French / Français Grand Total
0 27,70% 32,82% 29,34%
1 3,24% 3,05% 3,18%
2 6,12% 2,29% 4,89%
3 2,88% 8,40% 4,65%
4 3,60% 6,11% 4,40%
5 17,63% 19,08% 18,09%
6 6,83% 6,11% 6,60%
7 10,79% 5,34% 9,05%
8 8,27% 6,11% 7,58%
9 4,32% 3,05% 3,91%
10 8,63% 7,63% 8,31%
Grand Total 100,00% 100,00% 100,00%
NPS -55,04% -67,18% -58,92%

3. St eer i ng Commi t t ee - Sponsor s
(C)CALL COMMUNICATIONS & MASS - STRICTLY
CONFIDENTIAL
3
Gener al Assembl y - Suppor t er s