THE GROWTH OF CONTACT CENTER OUTSOURCING IN EMEA

 

 

            According to projections published by Frost and Sullivan, the outsourcing business in countries such as Europe, Middle East and Africa (EMEA) are poised to become the next hot spots of contact center outsourcing activities by 2012. According to the consulting firm the market earned revenues of US$ 11.2 billion in 2006. By 2012, it said, that number is estimated to reach US$16 billion. They say that Northern Africa, particularly Egypt and Tunisia, are emerging areas for French-speaking customer care services. South Africa on the other hand, is becoming a favored destination for UK clients.

 

            Other companies attracting investments for the outsourcing business include Latin America, to harness the Spanish Language Skills and the Netherlands along with Central and Eastern Europe. These destinations hold tremendous promise for new outsourcing contacts, especially in financial services, communications and information technology.

 

            De Salles expressed that unlike the trend in North America, EMEA is enhancing customer experience through high-quality contact center interactions, and because of the growth in outbound calling, customer retention is becoming more important to expand company value branding with existing customers and acquire new ones.

 

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