GoResponse Telephone Answering Service Staff

Call centre market continues to experience growth across Europe

growth chartNew figures show that the European call centre market continues to grow as consumers demand better and more complex experiences from their favourite brands and companies. After collating the data, the International Customer Contact Benchmark Now report showed overall growth of 3.02 per cent last year.

Now in its fifth edition, the report stated that Europe has more than 37,700 contact centres. These hold 79 positions on average, which means that the telephone answering services sector employs approximately 3.85 million people across 30 nations.

Omnichannel solutions provider Altitude delved further into the information to show that 74.5 per cent of the activity in call centres is related to inbound traffic, whilst 23.2 per cent focuses on outsourcing work. Meanwhile, 72.4 per cent of all call centre operations are based on business-to-consumer activities.

The report stated: “This survey has the ambition to provide a comprehensive overview and a detailed account of similarities and differences in the industry structure and practices across widely diverse national contexts.”

It adds that the findings collected over the past five years show a traditional growth pattern for the industry, although timings vary across the continent depending on whether a nation’s sector has already matured or not.

Altitude’s Chief Marketing Officer, David Romero, said: “Contact centres economic and social importance continues to grow because conquering and retaining costumers has never been so complex. The rapid adoption of technology, the changes in customer behaviour and the increase in competition together exert intense pressures for innovation and better customer service in almost all industries.”


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