Since the mid-nineties, the contact center industry has been grow- ing at a rate of 10 percent per year, with an increase of 100,000 employees expected over the next ﬁve years.
The contact center industry turn- over amounted to more than EUR 12 billion in 2008.
Average contact center size in Ger- many is 425 seats and 367 agents.
Over 50 percent of contact center services are active in ﬁnancial ser- vices, telecommunication and IT.
24 percent of contact center opera- tors have ﬁve or more centers in Germany.
An increasing number of contact centers operate at multiple loca- tions. Eighty three percent of these are technically interconnected – up from 62 percent in 2007.
Most contact centers offer a wide variety of inbound, outbound, and help desk services. Inbound ser- vices represent 71 percent of the market.
Approximately 60 percent of con- tact centers offer their services to third parties.
International players including eBay, Sykes, Transcom worldwide, SNT, SITEL, and TELEPERFOR- MANCE have set up their contact center operations in Germany.
Spoken communication is the most important medium (64 percent).
Nearly 100 million strong, the German-speaking market is the largest in Europe. This includes not only Germany, but also Aus- tria, the majority of Switzerland, and parts of northern Italy. These four countries are some of the wealthiest in Europe, with sophi- sticated infrastructures and strong consumer markets. An investment in a German contact center enables efﬁ cient and maximum access to Europe’s largest language market. Moreover, many Germans speak at least one foreign language (most often English), offering investors the opportunity to expand their contact center’s international reach from a German location.
Read more in this Paper about:
- Success Stories
- Incentives for the Contact Center Industry in Germany
> Download PDF (free)
Source: Germany Trade & Invest – Germany Trade & Invest is supported by the Federal Ministry of Economics and Technology in accordance with a German Parliament resolution.