image description

Newsroom & Events

Study Shows 35.000 Contact Centers Employing 3,7 Million People in 30 European Countries in 2013

Altitude News European Contact Center Benchmark Platform 2013 Reveals Employment Increases At 4,4% CAGR to 2023. Altitude Software Sponsors Unique Large Scale Study of the Contact Center Market, Now Available Through Its Website.

Lisbon; Portugal; July 8th, 2014 –In 2013 there were more than 35.000 contact centers, with 78 positions on average, employing 3,7 million people in 30 countries in Europe, according to the new European Contact Center Benchmark Platform Whitebook 2013, now available through the Altitude Software website

Sponsored by Altitude Software, a leader in unified customer interaction solutions, the Benchmark projects a 4,4% compound annual growth rate in contact center employment in Europe in the next decade. The study also estimates that outsourcing represents 20% of contact center activity in Europe, while inbound operations are reported to account for 75%.

“Altitude Software was born in Europe and remains focused on contact center business needs in the continent, with a direct presence in seven countries, a strong partner network and customers in all major markets”, stated David Romero, Chief Marketing Officer at Altitude Software, “The European contact center market is a fast evolving reality that requires more research. The Benchmark is a remarkable effort to further our understanding of industry trends in Europe.”

The 235-page report draws from national contact center association surveys, and from publicly available information and data sets, to build a Europe-wide industry portrait. It provides hundreds of charts and tables about the contact center industry in 30 countries. The study is a joint venture between specialized consultancies Areia Consultoria and Call Communications, and is endorsed by the European Confederation of Contact Center Organizations (ECCO).

Altitude Software has offices in Portugal, Spain, France, UK, Sweden, Belgium and Germany, and a strong partner network that touches practically every European country. More than 1100 companies in 80 countries around the world use 300.000 licenses of Altitude Software products, and its solutions are being used by most of the Top 10 contact center outsourcers in Europe.

Click here to download the European Contact Center Benchmark Platform Whitebook 2013, a unique large scale study of the European contact center market, covering over 30 countries!


 For More Information:
Carlos Taveira
Marketing Communications
Tel.: +351 214129800