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Enterprise Priorities in Europe: Contact Center Outsourcing

  • June 2014
  • -
  • Frost & Sullivan
  • -
  • 71 pages

Contact Center Outsourcing

The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing adoption is the highest in financial services, but healthcare is expecting the highest growth rates in the next 2 years. Email, social media, Web self-service, chat, and interactive voice response are growing channels for contact center outsourcing, while LiveAgent voice is expected to be a declining channel. On the whole, more companies are expected to outsource more customer contact channels.

Research Background and Objectives

This research study is part of a series of survey-based studies that look at the current and future adoption of various customer contact strategies, enabling technologies, and services. The survey data and insights allow contact center organizations to understand better the industry and technology trends and apply the findings in their businesses.

The following studies are part of this series:

-Enterprise Priorities in North America—Multichannel Customer Contact
-Enterprise Priorities in North America—Agent Performance Optimization
-Enterprise Priorities in North America—Cloud Contact Center Solutions
-Enterprise Priorities in North America—Contact Center Outsourcing
-Enterprise Priorities in Europe—Multichannel Customer Contact
-Enterprise Priorities in Europe—Agent Performance Optimization
-Enterprise Priorities in Europe—Cloud Contact Center Solutions
-Enterprise Priorities in Europe—Contact Center Outsourcing

Methodology

Using a Web-based survey methodology during February 2014, Frost & Sullivan surveyed contact center/customer care decision makers who were working in businesses located in Europe and who were involved in evaluating, specifying, recommending, or approving the purchase of contact center products or services.
Frost & Sullivan’s survey methodology uses online panels to source only qualified respondents. Respondents must meet requirements set by a screening process prior to full survey participation. Online panels consist of individuals who volunteer to participate in Web-based surveys and typically receive compensation directly from their panel membership for participating in qualified survey research. In general, survey respondents do not receive direct compensation from Frost & Sullivan for participating in research projects.

Executive Summary

-About % of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the lowest.
-Outsourcing adoption is the highest in the financial services industry, followed by communications. Healthcare is expected to have the highest growth in the next years.
-Email, social media, Web self-service, chat, and interactive voice response (IVR) are growing channels for contact center outsourcing. LiveAgent voice is projected to be a declining channel. On the whole, more companies are expected to outsource more customer contact channels.
-About % of the respondents rate the ability of outsourcers to deliver consistent and seamless customer experiences across contact channels as a high priority.
-On the whole, companies that outsource in Europe have about two-thirds of their outsourced agents in Europe (Western Europe and Eastern Europe). Among offshore regions, Asia has the highest share and is expected to continue to grow.
-Companies in Europe use an average of about contact center outsourcers in all regions except Russia and Nordic, where the average is closer to outsourcers.
-In terms of not outsourcing customer care, quality and security concerns are the top reasons cited by companies in Russia, Nordic, and Germany. In terms of not outsourcing, strategic company direction is the top reason cited by companies in France, Benelux, Italy, and Spain.

Table Of Contents

Enterprise Priorities in Europe: Contact Center Outsourcing
1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background and Objectives
Methodology
Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

Executive Summary

3. CUSTOMER CARE FUNCTIONS OUTSOURCED

Customer Care Outsourcing Adoption
Customer Care Functions Currently Outsourced and Planned to be Outsourced
Currently Outsourced Customer Care Functions by Country
Currently Outsourced Customer Care Functions by Contact Center Size
Currently Outsourced Customer Care Functions by Industry
Customer Care Functions Planned to be Outsourced by Country
Customer Care Functions Planned to be Outsourced by Contact Center Size
Customer Care Functions Planned to be Outsourced by Industry

4. OUTSOURCING CUSTOMER CONTACT CHANNELS

Contact Channels/Interactions Currently Handled and Planned to be Handled by Outsourcers
Contact Channels/Interactions Currently Handled by Outsourcers by Country
Contact Channels/Interactions Currently Handled by Outsourcers by Contact Center Size
Contact Channels/Interactions Currently Handled by Outsourcers by Industry
Contact Channels/Interactions Planned to be Handled by Outsourcers by Country
Contact Channels/Interactions Planned to be Handled by Outsourcers by Contact Center Size
Contact Channels/Interactions Planned to be Handled by Outsourcers by Industry

5. PRIORITY OF CONSISTENT AND SEAMLESS CUSTOMER EXPERIENCES

Current and Future Priority to Deliver Consistent and Seamless Customer Experiences
Current Level of Priority to Deliver Consistent and Seamless Customer Experience
Expected Level of Priority to Deliver Consistent and Seamless Customer Experience

6. OUTSOURCED CONTACT CENTER SEATS/AGENTS

Current and Future Proportions of Outsourced Contact Center Seats/Agents

7. OUTSOURCING LOCATIONS

Locations of Current and Expected Outsourcing
Locations of Currently Outsourced Contact Centers by Country
Locations of Currently Outsourced Contact Centers by Contact Center Size
Locations of Currently Outsourced Contact Centers by Industry
Locations of Contact Centers Planned to be Outsourced by Country
Locations of Contact Centers Planned to be Outsourced by Contact Center Size
Locations of Contact Centers Planned to be Outsourced by Industry

8. NUMBER OF OUTSOURCERS USED

Average Number of Outsourcers Currently Used and Planned to be Used

9. IMPORTANT FACTORS IN OUTSOURCER SELECTION

Current and Future Factors in Outsourcer Selection
Important Factors in Current Outsourcer Selection by Country
Important Factors in Current Outsourcer Selection by Contact Center Size
Important Factors in Current Outsourcer Selection by Industry
Important Factors in Future Outsourcer Selection by Country
Important Factors in by Contact Center Size
Important Factors in Future Outsourcer Selection by Industry

10. RESTRAINTS TO USING OUTSOURCERS

Restraints to Using Outsourcers by Country
Restraints to Using Outsourcers by Contact Center Size
Restraints to Using Outsourcers by Industry
Legal Disclaimer

11. APPENDIX

Business Functions
Languages Supported

12. THE FROST and SULLIVAN STORY

Value Proposition: Future of Your Company and Career
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy

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