The call centre market in western Europe is reaching saturation point, according to a report from analyst Frost & Sullivan. Instead, companies will be taking advantage of cost savings primarily in Eastern Europe, although the Middle East and Africa will also see growth.
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The report estimates the total market for contact centres will grow 5% a year until 2009 across the whole region.
This shift in geography is matched by a switch to IP technology, as more consumers request e-mail and web chat applications.
"Although the new system shipment market is likely to shift towards eastern Europe, western Europe will see increasing demand for multi-channel applications and IP capabilities," adds Frost & Sullivan research analyst Shomik Banerjee.