Technology solutions will drive differentiation and growth for Business Process Outsourcing providers, says Frost & Sullivan
LONDON, Oct. 28, 2015 /PRNewswire/ -- 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," noted Frost & 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."
The European market can be particularly complex. Although the market for outsourced services is counter-cyclical, benefitting from the cost-cutting of enterprises, in some cases in Europe it also has faced a lack of demand. Moreover, tech-savvy consumers are now using a variety of communication channels to express their opinions, and BPOs are aiming to offer improved multichannel solutions as a result.
Meanwhile, the outsourcing market continues to be characterised by mergers and acquisitions (M&A). In 2015, both large and small players, such as Atento, Arvato, Concentrix, Serco Global Services, Walter Services, and SNT Deutschland, were involved in M&As. BPOs would be wise to continue to push organizational change whenever necessary to promote greater focus and accountability, and improved organizational alignment when it comes to company mission, vision, strategy and execution.
If you are interested in more information on this study, please send an email to Edyta Grabowska, Corporate Communications, at firstname.lastname@example.org.
Europe Contact Centre Outsourcing Market is part of the Customer Contact (http://ww2.frost.com/research/industry/information-communications-technologies/customer-contact) Growth Partnership Service program. Frost & Sullivan's related studies include: Trends in the Customer Experience Management Market; 2015 EMEA Contact Centre Systems Buyers Guide; What's Hot in ICT 2015; and The Potential for Internet of Things (IoT) in Customer Service. All studies included in subscriptions provide detailed market opportunities and industry trends evaluated following extensive interviews with market participants.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.
Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.
- The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
- The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.
For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Europe Contact Centre Outsourcing Market
Corporate Communications – Europe
P: +48 22 481 62 03
SOURCE Frost & Sullivan