Contact Centre Outsourcing Services in Europe to Reach $16.48 billion in 2019
Technology solutions will drive differentiation and growth for Business Process Outsourcing providers, says Frost & Sullivan
LONDON – 27 October, 2015 – Against a backdrop of stagnant economies and relatively rigid labour markets, the European contact centre outsourcing market is pressing ahead. Powerful consumer trends, along with the expansion of automated and non-voice channels, are adding momentum to technology-based customer engagement. Over the next five years, service providers that differentiate and compete on multichannel capabilities and value-add technology solutions will have an edge over providers that only compete on cost, location and labour arbitrage.
New analysis from Frost & Sullivan, Europe Contact Center Outsourcing Market (http://www.frost.com/sublib/display-report.do?id=NEB3-01-00-00-00&src=PR), finds that the market was worth $14.04 billion in 2014 and estimates this to reach $16.48 billion in 2019. Technology-based services will experience solid momentum, with a compound annual growth rate (CAGR) of more than 12 percent, compared to a CAGR of more than 2 percent for traditional, agent-based services.
“Europe too is adjusting to a rapidly changing, ever-more influential consumer,” notedFrost & Sullivan Information & Communication Technologies Program Director Stephen Loynd. “And when it comes to working with Business Process Outsourcing (BPOs) in an ever more connected world, enterprises are expecting agility, innovation, and best practice implementation – truly strategic partnerships, in other words.”