Call Centers in EMEA to 2007

SUMMARY

This is an in-depth review of the European call center markets across 12 vertical markets and 6 call center size bands. Figures are provided through the year 2007. The first portion of the report analyzes the European call center market by dividing into 12 different vertical markets, including financial services, government, healthcare, telecommunications and technology. An overview of each market is presented, and then implications for the call center market are explained.

SCOPE OF THIS REPORT

• Sizes the call center market by number of call centers and agent positions in 25 EMEA markets from 2001 to 2007
• Segments the market by four call center size-bands by country and segments the EMEA market and the major markets by 13 vertical markets until 2007

REPORT HIGHLIGHT

The number of agent positions in EMEA will grow from 1.3m in 2001 to 1.8m in 2002. This represents a CAGR of over 7%.

The largest call center market in EMEA is the UK. 2.2% of the British working population works in call centers, nearly twice the EU average of 1.2%.

The fastest growing call center market in EMEA is the Czech Republic, while the slowest growing is Ireland. The fastest growing vertical markets in EMEA are public sector and outsourcing

KEY REASONS TO BUY THIS REPORT

• Identify the largest and fastest growing call center markets in the EMEA
• Identify the most important and fastest growing vertical markets by country
• Understand the opportunities across different call center size bands by country
• Determine the effect of the IP and multimedia across EMEA
• Determine the demand for traditional and emerging call center services across EMEA

TABLE OF CONTENTS

INTRODUCTION

Call Centers in EMEA to 2007 is Datamonitor's core report sizing and segmenting the call center market in Europe, the Middle East and Africa from 2001 to 2007.

The following countries are covered in the report: Austria, Belgium, the Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Israel, Italy, the Netherlands, Norway, Poland, Portugal, Russia, South Africa, Spain, Sweden, Switzerland, Turkey and the UK.

THE EMEA CALL CENTER MARKET

This chapter analyzes the growth of call center market in EMEA as a whole. The market is sized until 2007 in terms agent positions and number of call centers and is segmented by call center size and vertical markets. In addition, the uptake of multimedia and IP technologies across EMEA is analyzed.

• Call centers and agent positions in EMEA
  • The total number of call centers and agent positions in EMEA segmented by country
  • Market forecasts and growth rates from 2001 to 2007
  • Segmentation by call center size
• The EMEA call center market by vertical
  • Segmenting the EMEA call center market by 13 different vertical markets to 2007
  • A discussion of the key issues in each vertical market
• Multimedia call centers in EMEA
  • A discussion of the key drivers and barriers to multimedia contact center uptake in EMEA
  • The market for multimedia contact centers in EMEA, segmented by country to 2007
• IP call centers in EMEA
  • A discussion of the key drivers and barriers to IP call center uptake in EMEA
  • The market for IP call centers and agent positions in EMEA, segmented by country to 2007

CALL CENTERS IN FRANCE

This chapter analyzes the growth of call center market in France. The market is sized until 2007 in terms agent positions and number of call centers and is segmented by call center size and vertical markets. In addition, the uptake of multimedia and IP technologies in France is analyzed and key issues in the French market are discussed

• Call centers and Agent positions in France
  • The total number of call centers and agent positions in France
  • Market forecasts and growth rates from 2001 to 2007
  • Segmentation by call center size
• The French call center market by vertical
  • Segmenting the French call center market by 13 different vertical markets to 2007
• Multimedia call centers in Germany
• The market for multimedia contact centers in France to 2007
• IP call centers in Germany
  • The market for IP call centers and agent positions in France, to 2007

CALL CENTERS IN GERMANY

This chapter analyzes the growth of call center market in Germany. The market is sized until 2007 in terms agent positions and number of call centers and is segmented by call center size and vertical markets. In addition, the uptake of multimedia and IP technologies in Germany is analyzed and key issues in the German market are discussed

• Call centers and Agent positions in Germany
  • The total number of call centers and agent positions in Germany
  • Market forecasts and growth rates from 2001 to 2007
  • Segmentation by call center size
• The German call center market by vertical
  • Segmenting the German call center market by 13 different vertical markets to 2007
• Multimedia call centers in Germany
  • The market for multimedia contact centers in Germany to 2007
• IP call centers in Germany
  • The market for IP call centers and agent positions in Germany, to 2007

CALL CENTERS IN ITALY

This chapter analyzes the growth of call center market in Italy. The market is sized until 2007 in terms agent positions and number of call centers and is segmented by call center size and vertical markets. In addition, the uptake of multimedia and IP technologies in Italy is analyzed and key issues in the Italian market are discussed

• Call centers and Agent positions in Italy
  • The total number of call centers and agent positions in Italy
  • Market forecasts and growth rates from 2001 to 2007
  • Segmentation by call center size
• The Italian call center market by vertical
  • Segmenting the Italian call center market by 13 different vertical markets to 2007
• Multimedia call centers in Italy
  • The market for multimedia contact centers in Italy to 2007
• IP call centers in Italy
  • The market for IP call centers and agent positions in Italy, to 2007

CALL CENTERS IN THE NETHERLANDS

This chapter analyzes the growth of call center market in the Netherlands. The market is sized until 2007 in terms agent positions and number of call centers and is segmented by call center size and vertical markets. In addition, the uptake of multimedia and IP technologies in The Netherlands is analyzed and key issues in the Dutch market are discussed

• Call centers and Agent positions in the Netherlands
  • The total number of call centers and agent positions in The Netherlands
  • Market forecasts and growth rates from 2001 to 2007
  • Segmentation by call center size
• The Dutch call center market by vertical
  • Segmenting the Dutch call center market by 13 different vertical markets to 2007
• Multimedia call centers in Netherlands
  • The market for multimedia contact centers in the Netherlands to 2007
• IP call centers in the Netherlands
  • The market for IP call centers and agent positions in the Netherlands, to 2007

CALL CENTERS IN SPAIN

This chapter analyzes the growth of call center market in Spain. The market is sized until 2007 in terms agent positions and number of call centers and is segmented by call center size and vertical markets. In addition, the uptake of multimedia and IP technologies in Spain is analyzed and key issues in the Spanish market are discussed

• Call centers and Agent positions in Spain
  • The total number of call centers and agent positions in Spain
  • Market forecasts and growth rates from 2001 to 2007
  • Segmentation by call center size
• The Spanish call center market by vertical
  • Segmenting the Spanish call center market by 13 different vertical markets to 2007
• Multimedia call centers in Spain
  • The market for multimedia contact centers in Spain to 2007
• IP call centers in Spain
  • The market for IP call centers and agent positions in Spain, to 2007

CALL CENTERS IN THE UK

This chapter analyzes the growth of call center market in the UK. The market is sized until 2007 in terms agent positions and number of call centers and is segmented by call center size and vertical markets. In addition, the uptake of multimedia and IP technologies in The UK is analyzed and key issues in the British market are discussed

• Call centers and Agent positions in The UK
  • The total number of call centers and agent positions in the UK
  • Market forecasts and growth rates from 2001 to 2007
  • Segmentation by call center size
• The British call center market by vertical
  • Segmenting the British call center market by 13 different vertical markets to 2007
• Multimedia call centers in the UK
  • The market for multimedia contact centers in the UK to 2007
• IP call centers in the UK
  • The market for IP call centers and agent positions in the UK, to 2007

MINOR CALL CENTER MARKETS IN EMEA

This chapter analyzes the growth of the smaller call center markets in EMEA to 2007. The market is sized in terms of number of call centers and agent positions and segmented by call center size-band. In addition, there is a discussion of the key issues in the call center market in each country.

The following countries are covered in the chapter: Austria, Belgium, the Czech Republic, Denmark, Finland, Greece, Hungary, Ireland, Israel, Norway, Poland, Portugal, Russia, South Africa, Sweden, Switzerland, and Turkey.

• Call centers and agent positions
  • For each country, the market is sized in terms of agent positions and number of call centers from 2001 to 2007
• Call center size-bands
  • For each country, the call center market is segmented by size-band to 2007
• Key issues in the call center market
  • A discussion of the key issues affecting the call center market in each country

CALL CENTERS AND SERVICE PROVIDERS IN EMEA

Over the past 10 years, de-regulation and technological change has had an effect on both telcos and call centers. This chapter analyzes the effects these changes have had on the relationship between call centers, technology vendors and the telcos.

• The role of service providers in the EMEA call center market
  • The service provider as telecoms provider, network services provider, outsourcer and VAR, consultant and systems integrator
  • Service provider business models in the EMEA call center market
• Call center traffic in EMEA
  • Call minutes by country from 2001 to 2007
  • Changing traffic: inbound/outbound and multimedia
• Networked call centers in EMEA
  • The growth of networked call centers in EMEA by country to 2007
  • What will be the effect of IP?

APPENDIX

• Call centers workers as a proportion of the working population by country to 2007
• Modeling methodolgy

DATASETS

• Table 2: Total agent positions in EMEA, 2001 ·2007
• Table 3: Call center workers as a proportion the working population in EMEA and the EU, 2001 ·2007
• Table 4: Agent positions in EMEA segmented by country, 2001 - 2007
• Table 5: Call centers and agent positions in EMEA, 2001 - 2007
• Table 6: Call centers in EMEA segmented by call center size, 2002 & 2007
• Table 7: Call centers in EMEA segmented by country, 2001 - 2007
• Table 8: Agent positions in EMEA segmented by vertical market, 2002 & 2007
• Table 9: Multimedia contact centers in EMEA, 2001 ·2007
• Table 10: Multimedia contact centers in EMEA by country, 2001 ·2007
• Table 11: Traditional and IP call centers in EMEA, 2001 - 2007
• Table 12: IP call centers in EMEA by country
• Table 13: IP Call centers and agent positions in EMEA, 2001 - 2007
• Table 14: IP agent positions in EMEA by country
• Table 15: Call centers and agent positions France, 2001 ·2007
• Table 16: Call centers in France segmented by call center size, 2002 & 2007
• Table 17: Agent positions in France segmented by call center size, 2002 & 2007
• Table 18: Agent positions in France segmented by vertical market, 2002 & 2007
• Table 19: Multimedia contact centers in France, 2001 ·2007
• Table 20: Traditional and IP call centers in France, 2001 ·2007
• Table 21: IP call centers and agent positions in France, 2001 - 2007
• Table 22: Call centers and agent positions in Germany, 2001 - 2007
• Table 23: Call centers in Germany segmented by call center size, 2002 & 2007
• Table 24: Agent positions in Germany segmented by call center size, 2002 & 2007
• Table 25: Agent positions in Germany segmented by vertical market, 2002 & 2007
• Table 26: Multimedia contact centers Germany, 2001 ·2007
• Table 27: Traditional and IP call centers in Germany, 2001 ·2007
• Table 28: IP call centers and agent positions in Germany, 2001 - 2007
• Table 29: Call centers and agent positions in Italy, 2001 ·2007
• Table 30: Call centers in Italy segmented by call center size, 2002 & 2007
• Table 31: Agent positions in Italy segmented by call center size, 2002 & 2007
• Table 32: Agent positions in Italy segmented by vertical market, 2002 & 2007
• Table 33: Multimedia contact centers Italy, 2001 - 2007
• Table 34: Traditional and IP call centers in Italy, 2001 - 2007
• Table 35: IP call centers and agent positions in Italy, 2001 - 2007
• Table 36: Call centers and agent positions in the Netherlands, 2001 ·2007
• Table 37: Call centers in the Netherlands segmented by call center size, 2002 & 2007
• Table 38: Agent positions in the Netherlands segmented by call center size, 2002 & 2007
• Table 41: Agent positions in the Netherlands segmented by vertical market, 2002 & 2007
• Table 42: Multimedia contact centers in the Netherlands, 2001 - 2007
• Table 43: Traditional and IP call centers in the Netherlands, 2001 - 2007
• Table 44: IP call centers and agent positions in the Netherlands, 2001 - 2007
• Table 45: Call centers and agent positions in Spain, 2001 ·2007
• Table 46: Call centers in Spain segmented by call center size, 2002 & 2007
• Table 46: Agent positions in Spain segmented by call center size, 2002 & 2007
• Table 50: Agent positions in Spain segmented by vertical market, 2002 & 2007
• Table 51: Multimedia contact centers in Spain, 2001 - 2007
• Table 52: Traditional and IP call centers in Spain, 2001 - 2007
• Table 53: IP call centers and agent positions in Spain, 2001 ·2007
• Table 54: Call centers and agent positions in the UK, 2001 ·2007
• Table 55: Call centers in the UK segmented by call center size, 2002 & 2007
• Table 57: Agent positions in the UK segmented by call center size, 2002 & 2007
• Table 59: Agent positions in the UK segmented by vertical market, 2002 & 2007
• Table 60: Multimedia contact centers in the UK, 2001 - 2007
• Table 61: Traditional and IP call centers in the UK, 2001 - 2007
• Table 62: IP call centers and agent positions in the UK, 2001 - 2007
• Table 64: Call centers and agent positions in Austria, 2001 ·2007
• Table 65: Call centers in Austria segmented by call center size, 2002 & 2007
• Table 66: Call centers and agent positions in Belgium, 2001 ·2007
• Table 67: Call centers in Belgium segmented by call center size, 2002 & 2007
• Table 68: Call centers and agent positions in the Czech Republic, 2001 ·2007
• Table 69: Call centers in the Czech Republic segmented by call center size, 2002 & 2007
• Table 70: Call centers and agent positions in Denmark, 2001 ·2007
• Table 71: Call centers in Denmark segmented by call center size, 2002 & 2007
• Table 72: Call centers and agent positions in Finland, 2002 ·2007
• Table 73: Call centers in Finland segmented by call center size, 2002 & 2007 148
• Table 74: Call centers and agent positions in Greece, 2001 ·2007
• Table 75: The Greek call center market segmented by call center size, 2002 & 2007
• Table 76: Call centers and agent positions in Hungary, 2002 - 2007
• Table 77: Call centers in Hungary segmented by call center size, 2002 & 2007
• Table 78: Call centers and agent positions in Ireland, 2002 - 2007
• Table 79: Call centers in Ireland segmented by call center size, 2002 & 2007
• Table 80: Call centers and agent positions in Israel, 2002 ·2007
• Table 81: Call centers in Israel segmented by call center size, 2002 & 2007
• Table 82: Call centers and agent positions in Norway, 2002 - 2007
• Table 83: Call centers in Norway segmented by call center size, 2002 & 2007
• Table 84: Call centers and agent position in Poland, 2002 - 2007
• Table 85: Call centers in Poland segmented by call center size, 2002 & 2007
• Table 86: Call centers and agent positions in Portugal 2002 ·2007
• Table 87: Call centers in Portugal segmented by call center size, 2002 & 2007
• Table 88: Call centers and agent positions in Russia, 2002 - 2007
• Table 89: Call centers in Russia segmented by call center size, 2002 & 2007
• Table 90: Call centers and agent positions in South Africa, 2002 - 2007
• Table 91: Call centers in South Africa segmented by call center size, 2002 & 2007
• Table 92: Call centers and agent positions in Sweden, 2001 ·2007
• Table 93: Call centers in Sweden segmented by call center size, 2002 & 2007
• Table 94: Call centers and agent positions in Switzerland, 2001 - 2007
• Table 95: Call centers in Switzerland segmented by call center size, 2002 & 2007
• Table 96: Call centers and agent positions in Turkey, 2001 - 2007
• Table 97: Call centers in Turkey segmented by call center size, 2002 & 2007
• Table 98: Monthly call minutes in EMEA by country, 2001 ·2007
• Table 99: Call center traffic by inbound and outbound in EMEA, 2002 & 2007
• Table 100: Networked call centers in EMEA, 2001 - 2007
• Table 101: Call center workers as a proportion the working population in EMEA, 2001 - 2007