1. NL contact center industry: stats, facts & learnings Ernst KruizeManager Marketing & CommunicationPhilipse Business School | MBA School For Customer Management

2. 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. 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. Proof of maturity

Collective labour agreement (wgcc.nl)

Annual Award event with over 1000 visitors (ncca.nl) | (tcd.nl)

11 thAnniversary Joint industry benchmark research (nccbp.nl)

Different magazines and online communities

Dutch Quality Standard (ito.nl)

Formal education from agent to manager

Associations

5. 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. Industry interests: covered, but protected?

Growing consumer frustration

Laws replacing selfregulation

Cost center focus

Low perception of cc jobs

Outsourcing threat

7. The ultimate challenge 8. Need for solutions!

Focus on selfservice

Employment of the elderly

Homeshoring

Managed sourcing concepts

Offshore outsourcing

9. Offshore outsourcing

Presence of largest global BPO parties present

EMEA establishment ofglobal brands

(growing) Offshore outsourcing (voice)

• Surinam & Antiles

• Turkey and Maroc

10. 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. 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 BPOs?

Entrance via non-voice?

12. Thanks for your time!

[email_address]

Find us also on:

• LinkedIN.com

• Twitter.com

• Posterous.com

• Flickr.com

• Delicious.com

• Slideshare.net