Economic Turmoil Motivates More Enterprises to Examine Benefits of Contact Center Outsourcing, Says Frost & Sullivan

Economic Turmoil Motivates More Enterprises to Examine Benefits of Contact Center Outsourcing, Says Frost & Sullivan PR Newswire LONDON, Oct. 23, 2012 - Enterprise demand for low-cost, high-quality contact center outsourcing solutions is rising LONDON, Oct. 23, 2012 /PRNewswire/ -- The contact center outsourcing market in Europe, Middle East and Africa (EMEA) experienced relatively low growth in 2011 in comparison to other major regions in the world. This trend is expected to persist over the next 5 years due to the prevailing economic situation in Europe and stiff competition from in-house contact centers. "Cost savings for enterprises, multi-shoring options and customer contact expertise offered by providers in the market, together with a large, educated labour pool will promote the outsourcing of contact center services," noted Frost & Sullivan Senior Research Analyst, Sathya Subramanian. "The current economic situation, which has resulted in enterprises demanding higher quality customer services, will add further impetus to market development." New analysis from Frost & Sullivan (http://www.contactcenter.frost.com), Analysis of the European, Middle Eastern and African Contact Center Outsourcing Market, finds that the market earned revenues of €12,874.5 million in 2011 and estimates this to reach € 14,732.6 million in 2017. Deteriorating margins in certain sectors due to the economic recession has resulted in the need to revise cost structures.