Enterprise Priorities in Europe

Enterprise Priorities in Europe

Contact Center Outsourcing

RELEASE DATE
23-Jun-2014
REGION
Europe
Research Code: M993-01-00-00-00
SKU: IT00636-EU-CR_01775

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SKU
IT00636-EU-CR_01775

$12,500.00

$9,375.00 save 25 %

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Description

The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing adoption is the highest in financial services, but healthcare is expecting the highest growth rates in the next 2 years. Email, social media, Web self-service, chat, and interactive voice response are growing channels for contact center outsourcing, while LiveAgent voice is expected to be a declining channel. On the whole, more companies are expected to outsource more customer contact channels.

Table of Contents

Research Background and Objectives

Methodology

Methodology (continued)

Overall Firmagraphic Details

Executive Summary

Customer Care Outsourcing Adoption

Customer Care Functions Currently Outsourced and Planned to be Outsourced

Currently Outsourced Customer Care Functions by Country

Currently Outsourced Customer Care Functions by Contact Center Size

Currently Outsourced Customer Care Functions by Industry

Customer Care Functions Planned to be Outsourced by Country

Customer Care Functions Planned to be Outsourced by Contact Center Size

Customer Care Functions Planned to be Outsourced by Industry

Contact Channels/Interactions Currently Handled and Planned to be Handled by Outsourcers

Contact Channels/Interactions Currently Handled by Outsourcers by Country

Contact Channels/Interactions Currently Handled by Outsourcers by Contact Center Size

Contact Channels/Interactions Currently Handled by Outsourcers by Industry

Contact Channels/Interactions Planned to be Handled by Outsourcers by Country

Contact Channels/Interactions Planned to be Handled by Outsourcers by Contact Center Size

Contact Channels/Interactions Planned to be Handled by Outsourcers by Industry

Current and Future Priority to Deliver Consistent and Seamless Customer Experiences

Current Level of Priority to Deliver Consistent and Seamless Customer Experience

Expected Level of Priority to Deliver Consistent and Seamless Customer Experience

Current and Future Proportions of Outsourced Contact Center Seats/Agents

Current and Future Proportions of Outsourced Contact Center Seats/Agents (continued)

Locations of Current and Expected Outsourcing

Locations of Currently Outsourced Contact Centers by Country

Locations of Currently Outsourced Contact Centers by Contact Center Size

Locations of Currently Outsourced Contact Centers by Industry

Locations of Contact Centers Planned to be Outsourced by Country

Locations of Contact Centers Planned to be Outsourced by Contact Center Size

Locations of Contact Centers Planned to be Outsourced by Industry

Average Number of Outsourcers Currently Used and Planned to be Used

Current and Future Factors in Outsourcer Selection

Important Factors in Current Outsourcer Selection by Country

Important Factors in Current Outsourcer Selection by Country (continued)

Important Factors in Current Outsourcer Selection by Contact Center Size

Important Factors in Current Outsourcer Selection by Industry

Important Factors in Future Outsourcer Selection by Country

Important Factors in Future Outsourcer Selection by Country (continued)

Important Factors in by Contact Center Size

Important Factors in Future Outsourcer Selection by Industry

Restraints to Using Outsourcers by Country

Restraints to Using Outsourcers by Contact Center Size

Restraints to Using Outsourcers by Industry

Legal Disclaimer

Business Functions

Languages Supported

The Frost & Sullivan Story

Value Proposition: Future of Your Company & Career

Global Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing adoption is the highest in financial services, but healthcare is expecting the highest growth rates in the next 2 years. Email, social media, Web self-service, chat, and interactive voice response are growing channels for contact center outsourcing, while LiveAgent voice is expected to be a declining channel. On the whole, more companies are expected to outsource more customer contact channels.
More Information
No Index Yes
Podcast No
Author Ashwin Iyer
Industries Information Technology
WIP Number M993-01-00-00-00
Is Prebook No