1. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T
NL contact center industry:
stats, facts & learnings
Ernst Kruize
Manager Marketing & Communication
Philipse Business School | MBA School For Customer Management

2. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T
A few general stats
• 2.000 contact centres (and rising)
• About 75.000 seats
• Estimated 160.000 employees
• Around 100 billion turnover value (Rand)
• 77% captive contact centres
• 9 out of 10 calls are inbound
• Mainly service focus
• Growing emphasis on sales
• ‘Third wave’
• Market in maturity

3. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T
HR perspective: more stats
• 160.000 employees
• 50% parttime employed
• on average 20-24 hours
• 75% woman
• mainly between 25-49 in age
• 75% fixed contract with call centre
• 60% ‘MBO’ level
• Attrition: 14% captive, 25% outsourced call centres
• Salaries: 140 R per hour captive, 100 R per hour
outsourced
• Melting pot: 4 different generations on the floor

4. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T
‘Proof’ of maturity
• Collective labour agreement (wgcc.nl)
• Annual Award event with over 1000 visitors (ncca.nl) | (tcd.nl)
• 11th
Anniversary Joint industry benchmark research (nccbp.nl)
• Different magazines and online communities
• Dutch Quality Standard (ito.nl)
• Formal education from agent to manager
• Associations

5. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T
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Associations: fragmentation…
• Inhouse contact centers: VCN
• Top ten largest inhouse contact centers: TCCM
• Inhouse contact center managers: TCCM
• Outsourced contact centers: WGCC
• Direct marketing: DDMA
• Homeshopping: Thuiswinkel.org
• CRM: CRM Association
• Investment agencies
• Regional platforms
• Online forums (mainly LinkedIN)

6. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T
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Industry interests: covered, but protected?
• Growing consumer frustration
• Laws replacing selfregulation
• Cost center focus
• Low perception of cc jobs
• Outsourcing ‘threat’

7. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T
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The ultimate challenge…

8. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T
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Need for solutions!
• Focus on selfservice
• Employment of the elderly
• Homeshoring
• Managed sourcing concepts
• Offshore outsourcing

9. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T
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Offshore outsourcing
• Presence of largest global BPO parties present
• EMEA establishment of global brands
• (growing) Offshore outsourcing (voice)
– Surinam & Antiles
– Turkey and Maroc

10. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T
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Offshore to South Africa (-)
• Perception(!): first attempt ‘failed’
• Misperception of Dutch as ‘easy’ to learn
• Cultural differences
• Scaling issues:
- country size
- small number of large companies

11. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T
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Offshore to South Africa (+)
• Lower operational costs
• Holistic view on customer contact
• Infrastructure/technique
• Enormous drive to succeed
• Cooperation instead of competition

• One stop shopping concept
• PR (Brochure ‘Wij spreken uw taal!’)
• Active representation in NL market
• Partnership with Dutch BPO’s?
• Entrance via non-voice?

12. E U R O P E A N M A S T E R C O N T A C T C E N T E R M A N A G E M E N T
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Thanks for your time!
• E.kruize@philipsebusinessschool.com
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