Outsourcing firms handling call volumes from Europe, the Middle East, and Africa (EMEA) continue to remain competitive and profitable with successful initiatives to contain cost during the global economic downturn. Outsourcing providers also cite competitive pressures and regulatory factors that may affect future, short-term business growth, according to a new Frost and Sullivan analysis.

The complete effect of the global economic downturn that began at the end of 2007 is that the new business pipeline from existing customers and prospects for several vendors has been promising. Past perceptions of loss of control over customer interactions are diminishing, as providers in this market deploy successful implementations, offer advanced services, and publish customer success stories.

"Despite the economic downturn, market participants in EMEA have high expectations for continued expansion plans with new and existing clients into 2009 and beyond," commented Frost & Sullivan Strategic Analyst Michael DeSalles. "Outsourcers offer a multitude of benefits to their client base, including eliminating capital expenses, flexibility and access to qualified labour, multiple languages, reduced costs, advanced management techniques, and the opportunity to gain access to state of the art technology without massive financial outlays."

A number of market participants report that they have moved to better align their sales forces with client demand for vertical expertise, especially in financial services, as well as telecom, travel, and healthcare. Many providers are in the process of expanding their respective professional services groups in anticipation of new consulting opportunities.

Currently, the most evident challenge in call centres is that of complexity. This includes increased diversity and complexity of products and services, the need for agents' multi-lingual skills, consumer demand for speed and multichannel media touches, and increased emphasis on cross-selling and up-selling. EMEA providers report dealing with complex industry legislation and regulatory compliance issues.

Sourcingfocus.com readers can find more details of the analysis here: http://www.contactcenter.frost.com.