contact center benchmark 2012
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TRANSCRIPT
2012 Belgian
CONTACT CENTER BENCHMARK
Contactcenter in Belgium is growing
Contactcenter market in Belgium
will increase with
4,5% to 7,5% in 2012
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Market Survey – Market Presence
756 CC identified (excl. <10) – 25,481 positions – Avg size 83 positions
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2164
113
167208
326
515
993
0
200
400
600
800
1000
1200
0%
10%
20%
30%
40%
50%
60%
70%
10-49 50-99 100-149 150-199 200-249 250-499 500-749 >750
Y - Count of CompanyName
Y - Average of Q4A-Positions
Market Survey - Province
# CC present (% of respondents)
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50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%
BXL
Antwerp
East-Flanders
Flemish Brabant
Limburg
West-Flanders
Hainaut
Liege
Luxemburg
Namur
Walloon Brabant
Bru
sse
ls-
Cap
ital
Flan
de
rsW
allo
nia
29%
14%
12%
24%
9%
9%
20%
18%
14%
19%
24%
N
Y
Belgium tops out
The Belgian contactcenters
are growing faster than the European average
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Market Survey - Growth
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Excl. Russia (30%), Ukraine (63%), Turkey (16%) growth
Conjunctural
Explosive
Steady
Italy
Inhouse vs outsourcing
76% of companies have an inhouse contactcenter 24% is outsourcing its customer services
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Belgian CC Characteristics - Type
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Outsourced (total population) 17 % of seats 20 % of FTE
11,7%76,2% 12,2%
12,0%
77,2%10,7%
17,7%68,1%
14,2%
both Inhouse Outsourced
Types of CC
Number of CC Seats FTE
Belgian Contact Centers – Outsourcers
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Outsourcer 70 (2007) 70 (2008) 70 (2009) 70 (2010) 70 (2011) 2011/2010
N-Allo 50.160.497€ 55.242.651€ 59.656.791€ 57.624.151€ 61.830.985€ 7%
IP Globalnet 34.456.091€ 41.591.795€ 41.436.491€ 40.711.944€ 44.005.222€ 8%
Sitel Belgium 57.855.007€ 59.611.472€ 58.388.293€ 49.711.940€ 33.677.545€ -32%
Techteam Global 27.395.322€ 31.112.515€ 24.872.132€ 26.817.494€ 25.000.000€ -7%
SNT 21.664.056€ 22.153.439€ 22.025.377€ 21.844.385€ 24.639.710€ 13%
Call-IT 20.309.356€ 22.613.483€ 23.511.595€ 20.710.269€ 20.237.606€ -2%
T-Group 4.074.110€ 5.307.238€ 8.819.819€ 14.557.928€ 12.802.877€ -12%
Unamic/HCN 3.084.174€ 7.066.656€ 8.633.366€ 22%
Brucall 10.350.620€ 9.665.405€ 9.113.793€ 8.868.867€ 8.534.174€ -4%
Mifratel 1.845.728€ 3.520.728€ 6.393.394€ 7.609.911€ 7.815.270€ 3%
SMB turns to contactcenters
25% of SMBs
has a contactcenter
and that number is increasing
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Market Survey – Company Size
9% of all companies (>5 FTE) report contact center activity
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9%
5%9%
12%
20%
37%
54%
37%
0%
10%
20%
30%
40%
50%
60%
5-10 10-20 20-50 50-100 100-200 200-500 500-1000 >1000
Correlations Company Size - CC Presence - CC % of company
% Economy % CC Presence (n=4184) % CC of Cy (n=241)
Expon. (% Economy) Poly. (% CC Presence (n=4184)) Poly. (% CC of Cy (n=241))
N=4184, 1,46 % error margin on 95% validity
N=241, 6,30 % error margin on 95% validity
Market survey
Some extra figures
on the Belgian contactcenter
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Belgian Contact Centers 2009-2012
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0,0% 2,0% 4,0% 6,0% 8,0% 10,0% 12,0% 14,0% 16,0% 18,0% 20,0%
CustServ
TechSupport
Dispatch
Order
Survey
PreSales
Sales
Credit
Loyalty
Other
CustServ TechSupport Dispatch Order Survey PreSales Sales Credit Loyalty Other
2012 18,3% 12,8% 10,2% 6,7% 9,4% 11,9% 10,6% 6,9% 6,3% 7,0%
2009 14,7% 9,6% 9,5% 8,4% 8,9% 8,0% 8,7% 9,9% 13,8% 8,4%
Activities 2009-2012
Belgian Contact Centers 2009-2012
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6,8%
6,4%
5,5%
4,5%
0,0%
1,0%
2,0%
3,0%
4,0%
5,0%
6,0%
7,0%
8,0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
2009 2010 2011 2012
Evolution 2009-2012, selected ratios
% Outsourcing % Inbound % B2B % Cost Center Growth Rate (2nd axis)
Thank you
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