Shift in Customer Care Strategies Triggers Growth in EMEA Contact Center Outsourcing, Notes Frost & Sullivan

Jun 11, 2010, 08:30 ET from Frost & Sullivan

MOUNTAIN VIEW, Calif., June 11 /PRNewswire/ -- Given the lull in the global economic environment, growth in the Europe, Middle East and Africa (EMEA) contact center outsourcing market has been slower than it has been in the past. The vast majority of large, medium, and small businesses in EMEA continue to seek cost reductions, focus on building core competencies, and gain economies of scale through smart investments with experienced outsourcers.


New analysis from Frost & Sullivan (, EMEA Contact Center Outsourcing Markets, finds that the market earned revenues of 11.1 billion Euros in 2009, a decline from 2008 and is expected to recover and grow from 2010 and onwards, reaching 14.7 billion Euros in 2016.

If you are interested in a virtual brochure for this study, please send an e-mail to Sarah Saatzer, Corporate Communications, at, with your full name, company name, title, telephone number, company e-mail address, company website, city, state and country.

"Tech support, help desk and general customer service outsourcing continue to be the fastest growing segments for contact center outsourcing across EMEA," says Frost & Sullivan Senior Analyst Michael DeSalles. "The increased adoption of IP and multi-media technology and hosted/software-as-a-service (SaaS) models have been important drivers for EMEA outsourcing growth. In the last year, we also saw that customer retention activity is more important than ever for enterprises."

The biggest challenge in EMEA outsourcing seems to hinge on the fact that to be successful, providers must offer robust multilingual agent populations – often termed a 'pan-European' solution, in order to attract and keep key clients.

"Many outsourcing providers have gone to a more centralized staffing model in order to bring in and keep agent talent in particular countries," explains DeSalles. "This is a real shift in operating philosophy and away from the historical notion of maintaining a large footprint on the European continent."

Increasingly, clients are looking for outsourcing service providers that offer comprehensive, globally expansive solution sets. This is designed to help mitigate operational risks without sacrificing quality, retention efforts or customer satisfaction.

EMEA Contact Center Outsourcing Markets is part of the Contact Centers Growth Partnership Services program, which also includes research in the following markets: North American Hosted Contact Center Markets, North American Speech Applications Development Market for Contact Centers, and North America Contact Center Outsourcing Markets, among others. All research services included in subscriptions provide detailed market opportunities and industry trends that have been evaluated following extensive interviews with market participants.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from 40 offices on six continents. To join our Growth Partnership, please visit

EMEA Contact Centre Outsourcing Markets



Sarah Saatzer

Corporate Communications – North America

P: 210.477.8427


SOURCE Frost & Sullivan