2. Mission Statement
2
“Create value for individual companies and contact center
sector through the realisation of a reliable, up-to-date,
independent, comprehensive benchmark of the contact
center industry in Europe”
www.eccbp.be
Metadata analysis
Review “as is” situation > gap analysis
Alignment existing benchmark data & methodology
(c)Call Communications & Areia - Strictly Confidential 6.03.13
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. 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. 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