A study has shown that 3.7 million people are employed across 35,000 contact centres in Europe.
The study, sponsored by Altitude Software, has shown that in 2013 there were more than 35,000 contact centres, with 78 seats on average, employing 3.7 million people across 30 countries in Europe.
The Benchmark projects a 4.4% compound annual growth rate in contact centre employment in Europe in the next decade.
The study also estimates that outsourcing represents 20% of contact centre activity in Europe, while inbound operations are reported to account for 75%.
“The European contact centre market is a fast evolving reality that requires more research,” said David Romero, Chief Marketing Officer at Altitude Software. “The Benchmark is a remarkable effort to further our understanding of industry trends in Europe.”
The report draws from national contact centre association surveys, and from publicly available information and data sets, to build a Europe-wide industry portrait.