The market for outsourcing contact centre services in Europe is evolving significantly, with momentum expected to accelerate at a compound annual growth rate (CAGR) of 3.53% through 2026. The trends underpinning this movement are many: managing cost pressures, increasing customer demands around personalisation, getting access to specialised resources, the mounting importance of hybrid and remote work, and the digital transformation imperative impacting businesses everywhere.

But there are challenges as well, not least issues around localisation, language barriers, and cross-country regulation. Here, we provide an overview of the European contact centre landscape before offering some actionable insights designed to help businesses evaluate their outsourcing strategies in the region moving forward.

You’ll learn:

• 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.