Industry Research : CGS: Local Call-center Industry Reaches EUR 200 Million
With approximately 200 companies specialized in call-center services on the market, most of which are internal call-centers which belong to corporations, the local call-center market has reached a turnover of approximately EUR 200 million in 2012, according to estimations made by CGS.
"In 2012, the local industry of call-center outsourcing continued the growth started in previous years, both as a result of the amplification of the phenomenon of outsourcing the services in the case of companies in Romania, as well as a result of the expansion of the activity of call-centers in Romania to clients on external markets," said Vladimir Sterescu, country manager of CGS.
The economic crunch stimulated companies to optimize their expenses and outsource activities that did not belong to their core business.
Companies also started paying more attention to customer loyalty, which requires serious investments in technological platforms.
Call-centers have expanded the scope of their activities to other countries located in The Balkans, Western Europe, North America, the Middle East.
"Our strategic development directions stipulate the development of the portfolio of European clients, especially from Central and Western Europe, where we believe there is good potential to profit from our competencies. In fact, we recently started to approach the Hungarian market, for which we have highly-skilled personnel, who knows Hungarian so we can cater to the demand from the neighboring country," said Sterescu.
Posted by Veronica Silva Cusi, news correspondent
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