Europe Customer Care BPO Market
Digital Transformation Initiatives across European Businesses Fuels Europe Customer Care BPO Market Growth
Digital technologies are transforming the fields of communications, business, health, education, finance, etc. The onset of the COVID-19 pandemic increased the adoption of digital technologies and enhanced productivity. Digitization saved many companies during the pandemic by adapting to remote work cultures and online operations. Countries across Europe are at the forefront of adopting digitalization in various sectors, such as healthcare, manufacturing, energy & power, and IT & telecom, to enhance productivity and economic growth. The rapid evolution of new digital technologies, combined with increasing customer demands and ongoing disruptive market forces, is driving companies to prioritize digital transformation. For instance, according to the report on the implementation of the Digital Decade Programme by the European Commission, 80% of EU citizens have at least basic digital skills. The program’s objective is to reach ~20 million IT specialists in Europe by 2030 and 90% of small and medium-sized enterprises that will achieve at least a basic level of digitalization (implementing digital technologies such as online commerce or the use of social networks). Also, 75% of SMEs will use tools such as artificial intelligence (AI), cloud, or big data.
The emergence of business process outsourcing (BPO) has served to support and accelerate businesses’ efforts to undergo digital transformation. Organizations can seek a service provider to handle a few of the business processes, leading to easier vendor management and better competitiveness, as well as continued access to advanced contact centers and other outsourcing-related technologies. BPO service vendors provide access to cutting-edge systems, platforms, and tools to boost productivity, performance, and revenue. They leverage omnichannel communications to enhance internal and external interactions. Thus, digital transformation initiatives across businesses fuel the Europe customer care BPO market growth.
Europe Customer Care BPO Market: Industry Overview
The Europe customer care BPO market is segmented on the basis of solution and end user. By solution, the market is divided into onshore outsourcing, offshore outsourcing, and nearshore outsourcing. Based on end-user, the Europe customer care BPO services market is categorized into BFSI, IT and telecommunication, manufacturing, retail and e-commerce, healthcare and pharmaceutical, travel and hospitality, media and communication, automotive, public sector and utilities, and others.
In terms of revenue, Germany dominated the Europe customer care BPO market share, followed by UK. Germany is witnessing various growth-related activities from leading customer care BPO market players. For instance, in January 2023, freenet AG signed a seven-year contract extension with Capita PLC for providing customer services support to the company’s over 8 million customers. Similarly, in December 2022, Webhelp acquired the fashion brand H&M’s Nuremberg customer service center, which had 500 employees. Webhelp is a leading global CX BPO player that employs over 100,000 employees across 60 countries. The acquisition was aimed at strengthening Webhelp’s presence in Germany by bringing in the 500 employees of H&M customer care under the company’s representation and further intensifying the close collaboration with H&M.
Europe Customer Care BPO Market: Competitive Landscape and Key Developments
Teleperformance SE, Foundever, Concentrix Corporation, Stroer X GmbH, regiocom SE, Bosch Service Solutions GmbH, gevekom GmbH, KiKxxl GmbH, Telus International, Walter Services GmbH, INDECA Business GmbH, Mplus Group, Transcom, Rhenus Group, getaline GmbH, Capita plc, Euroanswer, MCI, LC, Infosys Limited, and TTEC are among the leading players profiled in the Europe customer care BPO market report. Several other essential market players were analyzed for a holistic view of the market and its ecosystem. The Europe customer care BPO market report provides detailed market insights, which help the key players strategize their market growth. As per the company press releases, below are a few recent key developments:
- Capita’s customer experience division, Capita Experience, has reconfirmed its commitment to creating global delivery centers of excellence, with the recent opening of two new sites. The business expanded its footprint in central Europe with the opening of a second office in Sofia, Bulgaria. This expansion enables Capita to meet increased demand for multilingual customer experience services from clients across Europe and broaden its reach in the region by providing a diverse range of services and expertise.
(Source: Capita, Press Release, May 2024)
- Transcom, the global AI-powered CX challenger, signed a letter of intent to acquire VCosmos, a high-end CX solution provider in India. VCosmos serves clients across North America, Asia, and Europe through voice, email, chat, and social media channels in their customer experience centers in Gurgaon and Jaipur, and their rapidly growing work-at-home network. They employ 700 people and can rapidly scale both voice and non-voice multi-lingual and multi-channel CX services.
(Source: Transcom, Press Release, January 2024)
