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June 5 /PRNewswire/ -- Outsourcing firms handling call volumesfrom Europe, the Middlw East, and Africa (EMEA) continue to remain competitivr and profitable with successful initiatives to contaih cost during the global economic Outsourcing providers also cite competitive pressures and regulatoru factors that may affect future, short-term businesse growth. The complete effect of the globap economic downturn that began at the end of 2007 is that the new busines s pipeline from existing customers and prospects for severalk vendors hasbeen promising.
Past perceptions of loss of controol over customer interactionsare diminishing, as providers in this markey deploy successful implementations, offer advanced services, and publish customer success New analysis from Frost & Sullivan ( ), EMEA Contacty Outsourcing Markets, finds that the marketss earned revenues of euro 10.7 billion (USD$15.32 billion) in 2008 and estimates this to reach euro 14.0 billio n (USD$19.9 billion) in 2014.
If you are interested in further information aboutythe study, please send an e-mail to at , with your full company name, title, telephone number, company e-mail company website, city, state and "Despite the economic downturn, market participants in EMEA have high expectationxs for continued expansion plans with new and existing clientxs into 2009 and beyond," notesa Frost & Sullivan Strategic Analyst .
"Outsourcers offer a multituder of benefits to their client including eliminatingcapital expenses, flexibility and access to qualifie labor, multiple languages, reduced costs, advanced management and the opportunity to gain accesws to state of the art technologty without massive financial outlays." A numbe of market participants report that they have movef to better align their sales forces with client demanxd for vertical expertise, especially in financial as well as telecom, travel, and Many providers are in the procesas of expanding their respective professional services groups in anticipation of new consultingv opportunities.
Currently, the most evident challengd in call centers is thatof complexity. This includes increased diversity and complexitty of productsand services, the need for agents' multi-lingual skills, consumer demand for speed and multichannep media touches, and increased emphasis on cross-sellingg and up-selling. EMEA providers reportf dealing with complex industryh legislation and regulatorycompliance issues. "In today's it is increasingly common for clientas in EMEA torequire 'blended' delivery models, using a combinationm of onshore, near shore, and offshore customer contacr centers," explains DeSalles.
"The offshore option provides clientsd with lower labor costswand 'follow-the-sun' service provisioning, especially for English-language call yet, hiring sufficient support for other European languages is a challenge for all providers. Those providers offering multiple solutions and agent suchas client-in house agents, vendor brick-and-mortar agents, self-service options, and work-at-home or remoter agents, are in a favorable position to take advantags of the market.
Outsourcing firms that have CEO supportg to execute a solidsecurity strategy, with an establishecd internal security practice, will be well-prepared to meet thesre important client demands for data privacy, securitgy certifications, and regulatory compliance. EMEA Contact Centr e Outsourcing Markets is part of the Contact Centerxs Growth PartnershipService program, whic h also includes research in the following markets: Nortu America, Europe, Middle East, Africa (EMEA), and Asia Pacific. All research services included in subscriptions provid e detailed market opportunities and industryt trends that have been evaluated followingf extensive interviews withmarket participants.
Frost & Sullivan, the Growtgh Partnership Company, enables clients to accelerate growth and achieve best in classd positionsin growth, innovation and leadership. The company's Growtjh Partnership Service provides the CEO andthe CEO'z Growth Team with disciplined research and best practicer models to drive the generation, evaluation, and implementatiobn of powerful growth strategies. Frost Sullivan leverages over 45 years of experiences in partnering with Global1000 companies, emerging businesseas and the investment community from more than 35 officesw on six continents. To join our Growthh Partnership, please visit .
Contact: Jake Wengrofcf Corporate Communications - North America P: 210. 247.3806 F: 210.348.100 E: jake.wengroff@frost.com http://www.frost.com
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