East beats West for call centres

The market for European call centre outsourcing is shifting East, fuelled by lower staff and property costs, and a sound infrastructure.

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.

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.

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