According to Everest’s Annual Contact Centre Outsourcing Report spend has grown 7% in 2013 to reach €70-75 billion signalling steady growth since 2009. The report reveals a higher number of new deals alongside a higher number of contract terminations as buyers consolidate their portfolios and focus on driving more value from their current engagements. Everest’s Report highlights that the call centre outsourcing value proposition has changed over time to move beyond labour arbitrage and the focus is now clearly on multi-channel and industry specific solutions and value-added services to drive process improvement and business outcomes.

Procurement Outsourcing shows 12 percent growth