Call centres to boom in EMEA countries
26 Apr 2004
Findings from a new report by independent market analyst Datamonitor (DMT.L) Vertical Guide to Call Centres in EMEA, reveal the number of call centres in Europe, the Middle East and Africa (EMEA) will increase by over 50 per cent through 2008.
The report, which covers 26 countries across 13 vertical industries, finds that the biggest growth will be in Eastern Europe and Middle East & Africa (MEA) not only due to their youth, but also as a result of call centre outsourcing from Western Europe. Datamonitor estimates that by 2008, 15 per cent of EMEA call centres will be multichannel-ready, up from 6 per cent in 2003, as they adapt to accommodate customer interactions using web-chat, email and SMS channels.
Smaller call centres are the fastest growing size-band in mature markets. Large facilities remain popular in Eastern Europe and MEA. The fastest growing verticals for call centre services will be the public sector, healthcare, outsourcing, entertainment, and utilities. As EMEA’s call centres shift, targeting the right vertical markets will be crucial, and the report warns technology vendors who want to play by the same old rules that they will only get left behind.
