Europe Call Centers

Why Europe for your call center needs?

The European call center and BPO market provides a robust outsourcing destination for English-speaking and multilingual needs. While mature outsourcing markets in the UK and Ireland lead the way for English-speaking support, Central and Eastern European countries are gaining market share across the region. What are some of the advantages of outsourcing to Europe?

• 32 countries, 27 official languages and a total population of 527.1 million.
• Millennial, tech-savvy workforce, bilingual and trilingual.
• A worldwide hub for multinational in-house and outsourced call centers.
• Cost savings of 30% - 50% compared to US-based call centers.
• Pricing depends on country, languages and skill sets required.
• An attractive option for North American English and continental European support.
• Compliance includes PCI, SOC II, ISO and HIPAA.
• Top-tier outsourcers have achieved EN 15838 certification standards developed by the European Committee for Standardization (CEN) to ensure customer contact center (CCC) service quality.
  

Top European call center and BPO markets

UNITED KINGDOM. Most mature market, accounts for more than 40% of the region’s revenues. The U.K. call center and BPO market is valued at approximately $3.8 billion and employs 121,000 call center agents.

IRELAND. BPO call centers are staffed by a young, highly educated, English-speaking workforce. Outsourcing market has been steadily growing since the 1980s and currently employs 56,000 call center and IT agents.

GERMANY. At more than 100 million people, the German-speaking market is the largest in Europe, valued at $23.7 billion and with 540,000 call center workers. Germany is the fourth largest economy worldwide with a sizable pool of multilingual talent for call centers.

FRANCE. With a population of 68 million, the 2nd most populous in the European Union, the BPO market is valued at $6 billion. French is the official language in 29 countries and is spoken by almost 300 million people around the world. French BPOs deliver multilingual support to a growing number of companies around the world.

SPAIN. The Spanish call center outsourcing and BPO market benefits from the country’s focus on innovation and driving a knowledge-based economy. Its 50 million population is young, highly educated and multilingual. The Spanish BPO market is valued at $2.2 billion.

TURKEY. Turkey’s call center and BPO sector is gaining momentum thanks to a vibrant economy and young, dynamic workforce. The call center outsourcing market is valued at $742 million and employs 91,000 call center workers. Turkey’s call center outsourcing sector has set a target to increase its workforce to 300,000 by 2023.

BULGARIA. Bulgaria’s multilingual workforce, strategic location and low cost of doing business have contributed to double-digit growth in the outsourcing sector. Bulgaria’s BPOs provide services in more than 25 languages. With a market valued at $2.8 billion, there are 62,500 workers employed by Bulgarian BPOs and IT outsourcing providers.

ROMANIA. Romanian call center BPOs employ 125,000 call center workers, with an estimated 220,000 expected by 2023. Language proficiency is high-- the most common languages spoken are English, French, German and Spanish. Romania’s call center and BPO market is valued at $4.5 billion.

POLAND. A young call center and BPO sector with an agent workforce of 336,000 thanks to a continuous influx of university graduates into the labor market. Cracow is the leading city for Polish call centers and BPOs with 70,000 call center workers; followed closely by Warsaw, home to 56,000 call center employees.

SERBIA. Serbia’s emerging call center BPO market has great potential. Approximately 7,000 Serbians are employed at BPOs located in Serbia’s largest cities, Belgrade and Novi Sad. IT expertise is a core strength among BPOs as the Serbian educational system emphasizes a solid mathematics and logic foundation.

ALBANIA. Albania’s call center BPO providers excel in multilingual services. The BPO sector has demonstrated steady growth and currently employs 30,000 call center workers. Albania is a relatively untapped market for BPO and IT services.

BOSNIA AND HERZEGOVINA. Bosnia and Herzegovina’s emerging call center outsourcing and BPO market offers great potential with a highly skilled, multilingual workforce. Bosnia and Herzegovina’s call centers and BPOs employ 14,300 workers, which is expected to rise to 18,500 by 2022.

CROATIA. The service mindset is strong among Croatian call center and BPO employees, who are also multilingual and tech-savvy. Croatia has become a popular location for software development companies, and the government is committed to supporting outsourcers in this segment. Croatia’s IT BPO market is valued at $56 million.

UKRAINE. With a population of 43.9 million, Ukraine’s call center BPO market valued at $24.6 billion. The IT and BPO sectors employ over 170,000 IT specialists. Ukraine’s highly educated workforce and reasonable labor costs are advantageous for BPO support.

Find your European call center vendor with CustomerServ at no cost to you

• CustomerServ’s European Call Center Vendors are hand-picked by us following intensive and on-site vetting.
• CustomerServ is an offshore call center and BPO outsourcing expert, responsible for over $2.5 billion outsourcing contracts to date.
• Mitigate your risk and increase your chances of success with our knowledge base and expert matchmaking process.
• Our European vendors are experts in English and multilingual call center services for:
  
  • Customer service
  • Technical support
  • IoT (internet of things)
  • IT development
  • Help desk
  • Telesales
  • Outbound
  • Inbound
  • Omni-channel
  • Live chat
  • Email
  • Social
  • Digital
  • Back office
  • Collections