European Contact Center Benchmark

2013 European perspective

Contents

Introduction
Key Findings Update
Vertical Sectors
Market Overview
ECCBP 2013-2015

11/22/13

(c)Call Communications & Areia - Strictly2

Confidential

Mission Statement
Create value for individual companies and contact center
sector through the realisation of a reliable, up-to-date,
independent, comprehensive benchmark of the contact
center industry in Europe
www.eccbp.be
Metadata analysis

Review as is situation > gap analysis

Alignment existing benchmark data & methodology

11/22/13

(c)Call Communications & Areia - Strictly3

Confidential

Organisation Sponsors - Endorsement

11/22/13

(c)Call Communications & Areia - Strictly

Confidential

Country Clustering

11/22/13

(c)Call Communications & Areia - Strictly5

Confidential

Key Findings

Seats
Employment
# Contact Centers
Growth Rate
Outsourcing
Outbound
Summary table
11/22/13

(c)Call Communications & Areia - Strictly6

Confidential

Country Ranking by Seats

Total seats identified 2.435,292 (+1,1%)

Country

Seats/ positions

%oftotal

UnitedKingdom

650000

26,7%

Germany

345700

14,2%

France

254000

10,4%

Netherlands

183901

7,6%

Spain

124051

5,1%

Russia

88076

3,6%

Sweden

87900

3,6%

Poland

78000

3,2%

Belgium

70167

2,9%

Italy

61500

2,5%

11/22/13

(c)Call Communications & Areia - Strictly7

Confidential

3.386,845 Employed over Europe

% Active Population 0,96 %

3.198.081 FTE

Employees 1,6%
US 3%

Seat:FTE 1:1,3
Seat:HC 1:1,4

UK 3,7%
11/22/13

(c)Call Communications & Areia - Strictly

Confidential

32.321 Contact Centers

Estimate 35.000 CC

US 60.000 CC

Country
Germany
UnitedKingdom
France
Russia
Netherlands
Poland
Ukraine
Spain
Turkey
Italy

11/22/13

#CC
6900
5650
3500
2060
1770
1602
1400
1376
1100
1098

%oftotal AvgCCsize
21,3%
56
17,5%
115
10,8%
49
6,4%
38
5,5%
115
5,0%
41
4,3%
25
4,3%
56
3,4%
53
3,4%
61

(c)Call Communications & Areia - Strictly9

Confidential

Market Growth Employment 5,3 % AGR

+150,000 FTE/y

+7,4% (2013)

Employment -4%

Seats: +1,1%
CZ: 6-7%

11/22/13

(c)Call Communications & Areia - Strictly

Confidential

Outsourcing 19,8 % of FTE

Countries
CentralEurope
EasternEuropeBaltic
EasterneuropeNE
EasternEuropeSE
Scandinavia
SouthernEurope
WesternEurope
GrandTotal

11/22/13

FTEOutsourcing
52020
2750
35040
23450
39393
121141
361004
634798

%total
21,9%
34,4%
18,4%
35,4%
18,8%
42,4%
16,4%
19,8%

2012
5,9%
3,0%
7,4%
16,5%
0,8%
0,9%

(c)Call Communications & Areia - Strictly11

Confidential

Summary Table
Country

%Female Churn

76%
Austria
63%
Belgium
70%
CzechRepublic
Estonia
74%
France
79%
Germany
82%
Greece
70%
Hungary
70%
Italy
77%
Latvia
68%
Lithuania
Netherlands 77%
60%
Poland
Portugal
Romania
65%
Russia
77%
Spain
73%
Sweden
Switzerland
62%
Turkey
76%
UK
80%
Ukraine

Sup.Ratio

25%

1/11

42%
18%
13%

1/17
1/9
1/15
1/17

19%

1/23
1/15
1/15
1/14
1/15
1/10
1/13

15%
25%
11%
24%
8%
4%
12%
30%
21%
4%

1/12

1/17
1/8
1/5

Avg.Salary Outsourcing GrowthRate

1.720
1.853
1.050
800
1.410
1.758
950
626
1.287
600
600
1.968
595
719
251
550
1.696
1.877
4.173
455
1.503
457

10%
26%
13%
50%
23%
23%
40%
25%
45%
25%
40%
21%
15%
19%
15%
14%
36%
27%
12%
35%
10%
37%

2,0%
4,5%
6,5%
5,0%
4,2%
3,1%
7,5%
9,0%
20,1%
6,9%
2,0%
4,5%
9,0%
9,5%
30,0%
3,9%
2,3%
3,5%
16,0%
3,7%
44,8%

Sector Presence

Sector homogenisation work in progress

Nace Codes not used in all countries

ISIC Rev.4 (< OECD UN - ILO)

11/22/13

(c)Call Communications & Areia - Strictly13

Confidential

Sector Presence

Sector homogenisation work in progress

illustr.

NaceClusters
AFRC/ ORC
Communications&Media(includesTechnology)
K(Prof.Services)Tlphonie,internet,media
Energie/ eau/ environment
Energy&Utilities E(Energy)
Banques
Financialservices J(Finance)
M(Education) ServicePublic
Government&Education L(Public&NonProfit)
Healthcare
L(Public&NonProfit)
Assurance/ mutuelle/ sant
Distribution/ vente
Retail&Wholesale G(Retail)
Manufacturing D(Manufacturing) F(Construction)Industrie/ fabrication
ProfessionalServices K(Prof.Services)
Autres(services)
Transportation&Logistics I(Transport&Telco)
Transport&Tourisme
Other(includesTravel&Hospitality) O(Leisure&Other)H(Horeca)
Informatique

ACCE
MediosdeCommunicacion
Utilities
Bancayserviciosfinancieros;Seguros
AdministrationPublica
Distribucion

Transporte&Turismo
Otros
Telecomunicaciones
Automocion

82200

11/22/13

Outsourceurs

(c)Call Communications & Areia - Strictly14

Confidential

Financial & Telecom Sector

11/22/13

(c)Call Communications & Areia - Strictly15

Confidential

European Market Overview 2012

Correction for Employment Evolution

Conjunctural
Steady

Poland

Expansive
Excl. Russia (26,4%: 30% - 3,4% GDP Growth), Ukraine (61%), Greece (15%) growth above employment evolution or GDP

11/22/13

(c)Call Communications & Areia - Strictly16

Confidential

European Market Overview 2013

Correction for Employment Evolution intermediate status

Conjunctural
Steady

Expansive
Excl. Ukraine (44,8%)

11/22/13

(c)Call Communications & Areia - Strictly17

Confidential

European Market Overview

W-Europe + Scandinavia

Mature market

Clusters

Active Population
Growth Rate
Outsourcing Ratio
ActivePopulation

Growth

AvgCCSize

Outsourcing

Outbound

CentralEurope
EasternEuropeBaltic
EasterneuropeNE
EasternEuropeSE
Scandinavia
SouthernEurope
WesternEurope

1,1%
0,2%
0,2%
0,3%
1,7%
0,6%
2,0%

9,5%
1,9%
22,1%
20,4%
2,3%
9,6%
2,6%

65,8
52,9
44,8
62,8
118,9
78,3
78,9

21,9%
34,4%
18,4%
35,4%
18,8%
42,4%
16,4%

23,3%
53,1%
41,1%
24,1%
44,6%
27,9%
22,1%

GrandTotal

1,0%

5,3%

75,3

19,8%

25,4%

11/22/13

(c)Call Communications & Areia - Strictly18

Confidential

European Market Overview

Central & Southern Europe

Second wave of development

11/22/13

Active Population
Growth Rate
Outbound ratio

(c)Call Communications & Areia - Strictly19

Confidential

European Market Overview

Eastern Europe

Third wave of development

Frontier territory

11/22/13

Active Population
Growth Rate
Outbound ratio

(c)Call Communications & Areia - Strictly20

Confidential

Projection 2022

+1.475.000 FTE by 2022, 1,3 % ActPop

Possibleevolution2022
3%

30%

25%

2%

20%
2%
15%
1%
10%

1%

5%

0%

0%
CentralEurope

EasternEurope
Baltic

EasterneuropeNE EasternEuropeSE

Actual%ActivePopulation

11/22/13

Target%2022

Scandinavia

SouthernEurope

RequiredCAGR(2nd.Axis)

WesternEurope

ActualGrowthRate(2nd.Axis)

(c)Call Communications & Areia - Strictly21

Confidential

Total

Growth for the coming decade

Eastern Europe strong growth >12%

Central Europe steady growth > 5%

Southern Europe potential +8% per annum tapped - PiGS?

Crisis could drive faster move to remote customer interactions

E.g. density of retail banking in Spain
Western & Northern Europe 1-2 % above GDP Growth

> tertiarisation & de-materialisation

> integration front & back office

Differentiation per country

Conjunctural UK/IRL/NL/DE, limited CH, 3-4% p.a. FR/BE

11/22/13

(c)Call Communications & Areia - Strictly22

Confidential

Growht for the coming decade

Mainly driven by inhouse activities

Mainly to deal with inbound activities

Based on -.229 correl. ActPop:Outbound

Mainly interacting with consumers B2C

Based on .260 correl. ActPop:Outsourcing

Based on -.400 correl. ActPop:B2B

With increasing integration of Front & Back Office activities

With gradual decrease of proportion phone in broader mix
With increased professionalisation of mgt., mainly HR

11/22/13

(c)Call Communications & Areia - Strictly23

Confidential

ECCBP 2013 - 2015

Actualisation
Gap reduction
Focus groups

Regions & contact center hotspots

Activity Sectors
Outsourcers

Sourcing flows
Comp&Ben
11/22/13

(c)Call Communications & Areia - Strictly24

Confidential

www.eccbp.be

11/22/13

(c)Call Communications & Areia - Strictly

Confidential

Contact Details

Areia Consultoria
Call
SL Verkinderen
Communications
Frank
Vincent
srl
Vandenbossche
+32/477.347.212
frank@verkinderen.com+32/475.671.020
v.vandenbossche@callco
info@areiaconsultoria.es