Conseil, tude, Stratgie, Marketing

1
2002 Survey of Contact Centres in France
Avec la participation de
2
Objectives of the Survey

• 2001 and 2002 objectives
• What is the geographical distribution of contact
  centres?
• What size are the contact centres and which
  sectors do they operate in?
• 2002 objectives
• Technology
• Functions
• Structure HR
• Investment projects

3
Methodology

• A database of 4 000 contacts
• Data collected from 2 000 call centre managers
• Information from the MM Group
• Organiser of SeCA
• Centres-Appels.com
• Centre d _at_ppels review
• Complemented by the expertise of the AFRC
• In direct contact with contact centre managers
• And CESMOs knowledge of the market
• CRM consultancy
• Multi-client study on the contact centre market
  in France
• Links with various economic development bodies

4
The 2002 Survey

• The survey covers five main areas
• Location
• Human Resources
• Functions
• Technology
• Investment

5
The Different Elements
Size Positions, employees and contract types
6
Regional Trends
7
Regional Distribution of Contact Centres
lt 1 of call centres
1 2 of call centres
2 3 of call centres
3 5 of call centres
5 10 of call centres
gt 10 of call centres
8
2002 Ranking of Host Regions

• The same Top 10 regions as 2001 but
• The Ile de France region increases its market
  share, reasserting its position as leading host
  region
• 3 regions increase their market share

38.37
40
30
20
8.80
7.29
6.37
4.99
4.93
4.80
10
4.07
2.56
2.69
0
Centre
PACA
Brittany
Lorraine
Aquitaine
Rhône-Alpes
Ile de France
Midi-Pyrénées
Pays de la Loire
Nord Pas de Calais
9
Regional Trends
60 of contact centres operate in just 4 sectors
Financial Services, IT Telecoms, Outsourcing
and Distribution Mail Order
1. Financial Services
Under-representation
Normal representation
Over-representation
10
Regional Trends

• 2. IT Telecoms

Under-representation
Normal representation
Over-representation
11
Regional Trends

• 3. Outsourcing

Under-representation
Normal representation
Over representation
12
Regional Trends

• 4. Distribution Mail Order

Under-representation
Normal representation
Over-representation
13
Regional Trends

• Some regions tend to attract small contact
  centres
• Ile-de-France, PACA, Pays de la Loire,
  Midi-Pyrénées
• and others attract larger contact centres
• Nord-Pas-de-Calais, Centre, Lorraine

100
90
80
70
60
50
40
30
20
10
0
Ile de
Rhône
Nord Pas
PACA
Aquitaine
Pays de la
Centre
Midi
Lorraine
France
Alpes
de Calais
Loire
Pyrénées
Fewer than 20 positions
More than 250 positions
20 to 30 positions
30 to 50 positions
50 to 250 positions
14
Investment in the Île de France Region

• Closures largely compensated by creation of new
• contact centres

Contact centres in Ile-de-France (number of
agents)
Seine et Marne and Essonne are the new locations
for contact centres
15
Human Resources
16
Employment in Contact Centres

• Percentage of the working population in contact
  centres
• by region

From 0 to 0.1
From 0.1 to 0.2
From 0.2 à 0.4
From 0.4 to 0.6
From 0.6 to 1
17
Employment in Contact Centres

• Contract types

30,00
24,71
25,00
20,00
16,04
15,00
10,00
6,21
4,19
5,00
0,00
Temporary
Other
Employment and training contract
Fixed-term contract
18
Employment in Contact Centres

• Small contact centres in certain sectors
• Internet and e-business, Industry, Chemicals and
  Pharmaceuticals
• Large contact centres in others
• Outsourcing, Mail Order, Tourism

Health,
Products
Public sector
Telemarketing
Pharmaceuticals
Fewer than 20 agents
20 to 30 agents
30 to 50 agents
50 to120 agents
More than 120 agents
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Contact Centre Functions Putting Customer
Relations First
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Contact Centre Functions

• The majority of contact centres are
  multidisciplinary
• 54 of contact centres carry out 4 or more
  functions
• 81 take incoming calls

Appointment taking(I)

After-sales service (I)
Hotlines (I)
Order taking (I)
Telesales (O)
Reservations (I)
21
Multilingual Contact Centres

• Half of multilingual contact centres are
  concentrated in the Paris region
• No real concentration of multilingual contact
  centres at borders
• with other countries

Languages spoken in multilingual contact centres
23
8
7
5
1
English
Spanish
German
Italian
Dutch
22
Technology in Contact Centres
23
Web-enabled Contact Centres a Reality?

• Automatic Call Distribution a priority
• Media blending still relatively new

IVR
Special rate no.
Multi-channel solutions
23

24
Web-enabled Contact Centres a Reality?

• Technology disparities across sectors
• Outsourcers at the leading edge but Mail Order
  companies slow to implement new contact
  centre technology

100
90
80
70
60
50
40
30
20
10
0
Banking,
IT Telecoms
Distribution, Mail Order
Outsourcing
Other
Insurance
ACD
IVR
CTI
Spec N
CRM
Mail
25
Web-enabled Contact Centres a Reality?

• Technology evenly distributed across contact
  centres of different sizes
• Widespread use of ACD, IVR, CTI, and Special Rate
  Ns

26
2003 PerspectivesContact Centre Investment
Projects
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Investment in 2003?

• Outsourcing is the sector that will see the most
  changes in 2003
• IT Telecoms investment in training

Banking, Insurance
60
IT, Telecoms
50
Telemarketing
40
Outsourcing
30
Distribution, Mail Order
Other
20
10
0
Creation
Other
Extension
Investment in technology
Training programme
Renovation
Outsourcing
Upgrading
Quality control
28
Investment in 2003?

• Training programmes the n1 priority
• A market that will continue to experience strong
  growth

Training programme
Investment in technology
Extension of an existing centre
Quality control
Renewal of positions
Other
Creation of one or more new centres
Networking of contact centres
Outsourcing projects
29
Investment in 2003?

• The largest investment in technology will be in
  CTI

Breakdown of anticipated investment in technology
for 2003
Breakdown of anticipated projects of investment
in technology for
2003
Other
ACD Predictive dialler
Multi-channel solutions
CRM Software
Planning software
IVR
E-mail management