Benchmark Finds 37,700 Contact Centers Employing 3,85 Million People in 30 European Countries

Published on Feb 09, 2016 at 8:32 am in Blog

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.

Recent news

Sign up to get the most recent news on your inbox!

  • This field is for validation purposes and should be left unchanged.

Other insights

3 Ways to Use WhatsApp Business to Get Closer to Customers

This article was originally published in Business2Community WhatsApp has 1.5 billion monthly users across 180 countries, and between May and July.

Read more

How AI and Machine Learning at the contact center change customer relationships

Successful customer journeys are one of the main goals of any business. To do that, they need to support.

Read more

3 Benefits of Real-Time Speech Analytics for Businesses

This article was originally published in CEOWORLD Magazine   Making good use of data is now universally accepted as.

Read more

How To Use WhatsApp To Promote Customer Engagement

Interview with Eduardo Malpica – Chief Knowledge Officer at Altitude Software In the globalized and interconnected world in which.

Read more

Etisalcom and Altitude Software to Accelerate Adoption of Innovative CX Solutions in Bahrain

The 2 companies are showcasing the latest Altitude Xperience solution at GITEX Dubai 2019, the biggest tech show in.

Read more

Ahli United Bank Enriches Digital Customer Experience with Altitude Software

Bahrain’s Ahli United Bank (AUB) delivers a unique digital experience by offering a first-of-its-kind Visual IVR and Video Banking service.

Read more

  • How would you rate your experience on our website?
  • This field is for validation purposes and should be left unchanged.