The benefits of contact center outsourcing have not been limited to the North American market, but are now booming for businesses all over the world who have discovered the cost savings and other operational benefits of contact center outsourcing.

 

A new report by Frost & Sullivan, "EMEA Contact Center Outsourcing Market" found that particularly in Europe, Middle East and Africa (EMEA), contact center outsourcing will experience growth.

 

Following successful economic growth in Central and Eastern Europe, EMEA, Frost & Sullivan predicts, will see a rise to $16 billion in earned revenues in 2012, up from the 11.20 billion in 2006.

 

In their research, they also found that the EMEA contact center outsourcing market has experienced growth because of the advancement of IP technologies and hosted contact centers that offer the ability for businesses of all sizes to have a fully functional contact center features.

 

And like others concerned with outsourcing's potential pitfall, customer satisfaction is still top of mind for EMEA. They too look for agents who can provide quality services that strengthen their branding and customer loyalty. This includes having agents that are multilingual or can speak in the caller's native tongues.

 

Aside from cost reduction, these industries also realize the importance of customer retention and satisfaction, which cannot be scarified for cost reductions alone. For this reason, Northern Africa and places like Egypt and Tunisia have become a key outsourcing destination, as they can offer support in French.

 

"Not unlike the trend in North America, enterprises serving customers in EMEA look to enhance customer experience through high quality contact center interactions," commented Frost and Sullivan Research Analyst Michael DeSalles in a statement.

 

"Customer retention activity is becoming more important with growth in outbound calling to expand company value and branding with existing customers and to acquire new ones."

 

Because outbound calling is so important for lead generation, sales and customer retention, partnering with an outsourcer who remain compliant with regulations while maximizing list potential, is important when contact center outsourcing is being considered.  

 

According to the Frost & Sullivan report, the Financial services, IT and Communications sectors will all find opportunities for growth in the EMEA outsourcing market.