Industry Research : French Call Centres Lose Revenue in 2 Years
Call centre industry group SP2C told the newspaper that it expected call centre turnover to decrease by EUR 400 to EUR 500 million this year to approximately EUR 2 billion. The consequence of this 20 to 25 percent contraction is a loss of 4,000 French jobs. It is feared that another 4,000 will go next year.
The sector had 63,250 workers in 2011 and now has around 55,000. Some of these jobs were outsourced to Northwest Africa (Maghreb), Cote d’Ivoire and Madagascar, where labour costs in this field are around half of those in mainland France.
While many industry watchers see the offshoring of call centre jobs as an irreversible trend, France’s industry minister, Arnaud Montebourg, draws hope from an agreement struck with operators in early July. The sector which drives job creation in call centres has agreed to raise their proportion of call centre workers on domestic soil to 60-70 percent. The minister is due to meet with unions soon, according to the report.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Be Prompt
Published: Monday, August 5, 2013
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With 30 years of industry exper...
StarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order manage...
At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to custom...