1. 2012 Belgian
CONTACT CENTER BENCHMARK

2. Contactcenter in Belgium is growing
2
Contactcenter market in Belgium
will increase with
4,5% to 7,5% in 2012
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3. Market Survey – Market Presence
3
 756 CC identified (excl. <10) – 25,481 positions – Avg size 83 positions
70% 1200
Y - Count of CompanyName
60%
Y - Average of Q4A-Positions 993 1000
50%
800
40%
600
30% 515
400
20% 326
208 200
10% 167
113
64
0% 21 0
10-49 50-99 100-149 150-199 200-249 250-499 500-749 >750
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4. Market Survey - Province
4
 # CC present (% of respondents)
Walloon Brabant 24%
Namur 19%
Wallonia
Luxemburg 14%
Liege 18%
Hainaut 20%
N
West-Flanders 9%
Y
Limburg 9%
Flanders
Flemish Brabant 24%
East-Flanders 12%
Antwerp 14%
Bruss
Capit
els-
BXL 29%
al
50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%
(c)Call Communications & Mass

5. Belgium tops out
5
The Belgian contactcenters
are growing faster than the European average
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6. Market Survey - Growth
6
Conjunctural
Steady
Italy
© Call Communications – Mass- Areia
Explosive
Excl. Russia (30%), Ukraine (63%), Turkey (16%) growth
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7. Inhouse vs outsourcing
7
76% of companies have an inhouse contactcenter
24% is outsourcing its customer services
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8. Belgian CC Characteristics - Type
8
Outsourced (total population)
Types of CC 17 % of seats
20 % of FTE
Number of CC Seats FTE
68,1%
17,7% 14,2%
77,2%
10,7%
12,0%
76,2% 12,2%
11,7%
both Inhouse Outsourced
(© Call Communications & Mass

9. Belgian Contact Centers – Outsourcers
9
Outsourcer 70 (2007) 70 (2008) 70 (2009) 70 (2010) 70 (2011) 2011/2010
N-Allo € 50.160.497 € 55.242.651 € 59.656.791 € 57.624.151 € 61.830.985 7%
IP Globalnet € 34.456.091 € 41.591.795 € 41.436.491 € 40.711.944 € 44.005.222 8%
Sitel Belgium € 57.855.007 € 59.611.472 € 58.388.293 € 49.711.940 € 33.677.545 -32%
Techteam Global € 27.395.322 € 31.112.515 € 24.872.132 € 26.817.494 € 25.000.000 -7%
SNT € 21.664.056 € 22.153.439 € 22.025.377 € 21.844.385 € 24.639.710 13%
Call-IT € 20.309.356 € 22.613.483 € 23.511.595 € 20.710.269 € 20.237.606 -2%
T-Group € 4.074.110 € 5.307.238 € 8.819.819 € 14.557.928 € 12.802.877 -12%
Unamic/HCN € 3.084.174 € 7.066.656 € 8.633.366 22%
Brucall € 10.350.620 € 9.665.405 € 9.113.793 € 8.868.867 € 8.534.174 -4%
Mifratel € 1.845.728 € 3.520.728 € 6.393.394 € 7.609.911 € 7.815.270 3%
© Call Communications & Mass

10. SMB turns to contactcenters
10
25% of SMBs
has a contactcenter
and that number is increasing
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11. Market Survey – Company Size
11
 9% of all companies (>5 FTE) report contact center activity
N=4184, 1,46 % error
Correlations Company Size - CC Presence - CC % of company margin on 95% validity
60%
54%
50%
40% 37% 37%
30%
20%
20%
12%
9% 9%
10% 5%
0%
5-10 10-20 20-50 50-100 100-200 200-500 500-1000 >1000
% Economy % CC Presence (n=4184) % CC of Cy (n=241) N=241, 6,30 % error
margin on 95% validity
Expon. (% Economy) Poly. (% CC Presence (n=4184)) Poly. (% CC of Cy (n=241))
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12. Market survey
12
Some extra figures
on the Belgian contactcenter
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13. Belgian Contact Centers 2009-2012
13
Activities 2009-2012
Other
Loyalty
Credit
Sales
PreSales
Survey
Order
Dispatch
TechSupport
CustServ
0,0% 2,0% 4,0% 6,0% 8,0% 10,0% 12,0% 14,0% 16,0% 18,0% 20,0%
CustServ TechSupport Dispatch Order Survey PreSales Sales Credit Loyalty Other
2012 18,3% 12,8% 10,2% 6,7% 9,4% 11,9% 10,6% 6,9% 6,3% 7,0%
2009 14,7% 9,6% 9,5% 8,4% 8,9% 8,0% 8,7% 9,9% 13,8% 8,4%
© Call Communications & Mass

14. Belgian Contact Centers 2009-2012
14
Evolution 2009-2012, selected ratios
80% 8,0%
70% 7,0%
6,8%
6,4%
60% 6,0%
5,5%
50% 5,0%
4,5%
40% 4,0%
30% 3,0%
20% 2,0%
10% 1,0%
0% 0,0%
2009 2010 2011 2012
% Outsourcing % Inbound % B2B % Cost Center Growth Rate (2nd axis)
© Call Communications & Mass

15. Thank you
15
Did you like this presentation?
Feel free to share online: #CCB2012
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16. PLATINUM 16
GOLD
PREMIUM
© Call Communications & Mass