The European Market Potential for Outsourcing Contact Centre Services

The market for outsourcing contact centre services in Europe is developing at an unprecedented pace, with momentum such that it is expected to evolve at a CAGR of 4.21% between now and 2028 (an estimated increase of €5.28 billion). Staggering numbers. But they shouldn’t come as a surprise, for the trends powering this movement are many: not least managing mounting cost pressures, scaling services to meet consumer demands, gaining better access to specialised resources, and the digital transformation imperative impacting businesses everywhere.

There are great challenges in this space as well, though, particularly relating to issues around localisation, language barriers, and all the complexities that come with cross-country regulation. Here, we break down what the European contact centre landscape looks like today and offer some critical insights for those looking to invest in their outsourcing operation.

We dive into:

• The operational nuances between Eastern Europe, Western Europe, and the Nordics
• The cost disparities across the continent
• How outsourcing contact centre services can improve workforce diversity
• Key roadblocks to growth on the horizon