Contact Center Benchmark 2012

2012 Belgian

CONTACT CENTER BENCHMARK

Contactcenter in Belgium is growing

Contactcenter market in Belgium

will increase with

4,5% to 7,5% in 2012

© Call Communications & Mass

2

Market Survey – Market Presence

756 CC identified (excl. <10) – 25,481 positions – Avg size 83 positions


3

2164

113

167208

326

515

993

0

200

400

600

800

1000

1200

0%

10%

20%

30%

40%

50%

60%

70%

10-49 50-99 100-149 150-199 200-249 250-499 500-749 >750

Y - Count of CompanyName

Y - Average of Q4A-Positions

Market Survey - Province

# CC present (% of respondents)

(c)Call Communications & Mass

4

50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

BXL

Antwerp

East-Flanders

Flemish Brabant

Limburg

West-Flanders

Hainaut

Liege

Luxemburg

Namur

Walloon Brabant

Bru

sse

ls-

Cap

ital

Flan

de

rsW

allo

nia

29%

14%

12%

24%

9%

9%

20%

18%

14%

19%

24%

N

Y

Belgium tops out

The Belgian contactcenters

are growing faster than the European average


5

© Call Communications – Mass- Areia

Market Survey - Growth


6

Excl. Russia (30%), Ukraine (63%), Turkey (16%) growth

Conjunctural

Explosive

Steady

Italy

Inhouse vs outsourcing

76% of companies have an inhouse contactcenter 24% is outsourcing its customer services


7

Belgian CC Characteristics - Type

(© Call Communications & Mass

8

Outsourced (total population) 17 % of seats 20 % of FTE

11,7%76,2% 12,2%

12,0%

77,2%10,7%

17,7%68,1%

14,2%

both Inhouse Outsourced

Types of CC

Number of CC Seats FTE

Belgian Contact Centers – Outsourcers


9

Outsourcer 70 (2007) 70 (2008) 70 (2009) 70 (2010) 70 (2011) 2011/2010

N-Allo 50.160.497€ 55.242.651€ 59.656.791€ 57.624.151€ 61.830.985€ 7%

IP Globalnet 34.456.091€ 41.591.795€ 41.436.491€ 40.711.944€ 44.005.222€ 8%

Sitel Belgium 57.855.007€ 59.611.472€ 58.388.293€ 49.711.940€ 33.677.545€ -32%

Techteam Global 27.395.322€ 31.112.515€ 24.872.132€ 26.817.494€ 25.000.000€ -7%

SNT 21.664.056€ 22.153.439€ 22.025.377€ 21.844.385€ 24.639.710€ 13%

Call-IT 20.309.356€ 22.613.483€ 23.511.595€ 20.710.269€ 20.237.606€ -2%

T-Group 4.074.110€ 5.307.238€ 8.819.819€ 14.557.928€ 12.802.877€ -12%

Unamic/HCN 3.084.174€ 7.066.656€ 8.633.366€ 22%

Brucall 10.350.620€ 9.665.405€ 9.113.793€ 8.868.867€ 8.534.174€ -4%

Mifratel 1.845.728€ 3.520.728€ 6.393.394€ 7.609.911€ 7.815.270€ 3%

SMB turns to contactcenters

25% of SMBs

has a contactcenter

and that number is increasing


10

Market Survey – Company Size

9% of all companies (>5 FTE) report contact center activity


11

9%

5%9%

12%

20%

37%

54%

37%

0%

10%

20%

30%

40%

50%

60%

5-10 10-20 20-50 50-100 100-200 200-500 500-1000 >1000

Correlations Company Size - CC Presence - CC % of company

% Economy % CC Presence (n=4184) % CC of Cy (n=241)

Expon. (% Economy) Poly. (% CC Presence (n=4184)) Poly. (% CC of Cy (n=241))

N=4184, 1,46 % error margin on 95% validity

N=241, 6,30 % error margin on 95% validity

Market survey

Some extra figures

on the Belgian contactcenter


12

Belgian Contact Centers 2009-2012


13

0,0% 2,0% 4,0% 6,0% 8,0% 10,0% 12,0% 14,0% 16,0% 18,0% 20,0%

CustServ

TechSupport

Dispatch

Order

Survey

PreSales

Sales

Credit

Loyalty

Other

CustServ TechSupport Dispatch Order Survey PreSales Sales Credit Loyalty Other

2012 18,3% 12,8% 10,2% 6,7% 9,4% 11,9% 10,6% 6,9% 6,3% 7,0%

2009 14,7% 9,6% 9,5% 8,4% 8,9% 8,0% 8,7% 9,9% 13,8% 8,4%

Activities 2009-2012

Belgian Contact Centers 2009-2012


14

6,8%

6,4%

5,5%

4,5%

0,0%

1,0%

2,0%

3,0%

4,0%

5,0%

6,0%

7,0%

8,0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

2009 2010 2011 2012

Evolution 2009-2012, selected ratios

% Outsourcing % Inbound % B2B % Cost Center Growth Rate (2nd axis)

Thank you

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Contact Center Benchmark 2012