Presentation BPO outsourcing from Netherlands to South Africa

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  • 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!

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