Profiting from European Nearshore Outsourcing

SUMMARY

Introduction

Profiting from European Nearshore Outsourcing describes the European nearshore (Central & Eastern Europe and North Africa) contact center outsourcing industry. It gives broad market sizes and two regional SWOT analyses. Each market is assessed in terms of market size, and the particular West European countries being serviced. Strategic recommendations pertaining to each national market follow.

Scope

• Detailed SWOT analyses of Central & Eastern Europe and North Africa.
• Detailed discussions of Central & Eastern Europe's nearshore destinations, including the Czech Republic, Poland, Hungary and the Baltic states
• Detailed discussions of North Africa's nearshore destinations, including Morocco and Tunisia
• Strategic recommendations, including market penetration and positioning, and how best to profit from nearshore locations over the long term

Report Highlights

Key drivers for the European nearshore include proximity, opportunities of penetrating new markets, and economic/political stability. However, outward labor migration to the EU, coupled with appreciating real estate in growing economies could erode savings over the long-term.

Central & Eastern Europe's markets are aggressively pursuing nearshore outsourced contact center activity. Clients can benefit from multilingualand technically-aware agents, as well as telephony infrastructure investment by public bodies. In addition, many countries in the region offer generous incentives for foreign contact center investors.

North Africa has generally been the nearshore destination of choice for French-language customer care. However, potential also exists for English and Spanish offerings, depending on the particular location.

Reasons to Purchase

• Understand the dynamics and growth potential for European nearshore outsourcing
• Learn about hidden customer care opportunities in the European nearshore and how to profit from government incentives
• Identify the best nearshore location for specific West European geographies, and how to penetrate those markets

TABLE OF CONTENTS

CHAPTER 1 EXECUTIVE SUMMARY

• Introduction
• Market context - Central and Eastern Europe
• Market context - North Africa
• Strategic recommendations

CHAPTER 2 INTRODUCTION

• What is this report about?
• Who is the target reader?
• How to use this report

CHAPTER 3 MARKET ANALYSIS - CENTRAL & EASTERN EUROPE

• Introduction
• Contact center outsourcing in Central and Eastern Europe
• Central and Eastern Europe - SWOT analysis
• Strengths
• Weaknesses
• Opportunities
• Threats

CHAPTER 4 POLAND

• Overview
• Polish outsourced contact center activity
• National market specialization
• Key drivers for outsourcing to Poland

CHAPTER 5 CZECH REPUBLIC

• Overview
• Czech outsourced contact center activity
• National market specialization
• Key drivers for outsourcing to the Czech Republic

CHAPTER 6 HUNGARY

• Overview
• Hungarian outsourced contact center activity
• National market specialization
• Key drivers for outsourcing to Hungary

CHAPTER 7 THE BALTICS

• Overview
• Baltic outsourced contact center activity
• National market specialization
• Key drivers for outsourcing to the Baltics

CHAPTER 8 MINOR CENTRAL & EASTERN EUROPEAN MARKETS

• Overview
• Minor market outsourced contact center activity
• Bulgaria
• Romania
• Russia
• Slovakia
• Slovenia
• Croatia

CHAPTER 9 NORTH AFRICA

• Introduction
• Contact center outsourcing in North Africa
• North Africa - SWOT analysis
• Strengths
• Weaknesses
• Opportunities
• Threats

CHAPTER 10 MOROCCO

• Overview
• Moroccan nearshore contact center activity
• National market specialization
• Key drivers for outsourcing to Morocco

CHAPTER 11 TUNISIA

• Overview
• Nearshore contact center outsourcing in Tunisia
• National market specialization
• Key drivers for outsourcing to Tunisia

CHAPTER 12 STRATEGIC RECOMMENDATIONS

• 1 - Determine specific needs
• 2 - Determine the most appropriate nearshore markets
• 3 - Offer flexible solutions
• 4 - Long-term added value

APPENDIX

• Definitions
• Future readings
• SPP writing team
• How to contact experts in your industry

List of Tables

• Table 1: National nearshore markets discussed in this report
• Table 2: Central & Eastern European nearshore outsourced agent positions, 2003 - 2008
• Table 3: Selected travel times and prices for a single-day trip from London to selected outsourcing destinations
• Table 4: Networked readiness index rankings, 2003
• Table 5: Corruption Perception Index: 2003
• Table 6: Polish nearshore outsourced agent positions, 2004 - 2008
• Table 7: Top nearshore destinations serviced by Polish outsourcers
• Table 8: Selected nearshore outsourcers in Poland
• Table 9: Czech nearshore outsourced agent positions: 2004 - 2008
• Table 10: Top nearshore destinations serviced by Czech outsourcers
• Table 11: Selected nearshore outsourcers in the Czech Republic
• Table 12: Hungarian nearshore outsourced agent positions, 2004 - 2008
• Table 13: Nearshore countries being serviced by Hungarian outsourced positions
• Table 14: Selected nearshore outsourcers in Hungary
• Table 15: Baltic offshore outsourced agent positions, 2004 - 2008
• Table 16: Nearshore European countries being serviced by Baltic agent positions
• Table 17: Selected nearshore outsourcers in the Baltics
• Table 18: Selected nearshore outsourcers in minor Central & Eastern European countries
• Table 19: North African nearshore outsourced agent positions, 2003 - 2008
• Table 20: Selected nearshore outsourcers providing in North Africa
• Table 21: Moroccan nearshore outsourced agent positions, 2004 - 2008
• Table 22: Countries being serviced by Moroccan nearshore agent positions
• Table 23: Tunisian nearshore outsourced agent positions, 2004 - 2008
• Table 24: Nearshore countries being serviced by Tunisian APs

List of Figures

• Figure A: Central and Eastern European nearshore outsourced agent positions, 2003 - 2008
• Figure B: North African nearshore outsourced agent positions, 2003 - 2008
• Figure 1: Central and Eastern European nearshore outsourced agent positions, 2003 - 2008
• Figure 2: Percentage of population between 20 - 24 years old in tertiary education, 2003
• Figure 3: Commercial real estate rents - Selected urban centers, Q1 2004
• Figure 4: Selected European unemployment rates: 2003
• Figure 5: Polish nearshore outsourced agent positions, 2004 - 2008
• Figure 6: Czech nearshore outsourced agent positions: 2004 - 2008
• Figure 7: Hungarian nearshore outsourced agent positions, 2004 - 2008
• Figure 8: Baltic nearshore outsourced agent positions, 2004 - 2008
• Figure 9: Minor market nearshore outsourced agent positions, 2004 - 2008
• Figure 10: North African nearshore outsourced agent positions, 2003 - 2008
• Figure 11: Moroccan nearshore outsourced agent positions, 2004 - 2008
• Figure 12: Tunisian nearshore outsourced agent positions, 2004 - 2008