As a leading contact center solutions vendor born in Europe, Altitude has been a supporter and a sponsor of the International Customer Contact Benchmark since its first edition. It is an outstanding effort to gather data and provide an overview of the evolution of contact centers across Europe.
Contact centers 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 behavior and the increase in competition together exert intense pressures for innovation and better customer service in almost all industries.
The Benchmark is a first large scale European study of the contact center market structure and organization across the continent, sponsored by Altitude, a global provider of omnichannel solutions to deliver great customer experiences. The report, now on its fifth edition, estimates a little over 2,85 million contact center seats in Europe in 2015 (+ 0,4%), with 23,2% in outsourced activities, while 74,5% of contact center activity remains dedicated to inbound and 72,4% of the business is focused in business-to-consumer activities.
Check our infographic with key findings from this European Overview.
“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” states the report. “Findings from the last five years suggest that the contact center sector has emerged with a fairly common growth path, although with different timings across the continent, as more mature markets converge and other markets experience substantial growth in a catching up process.”
To Download the Full Report and find out more about the International Customer Contact Benchmark 2016 click here.