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2015 Europe Contact Center Outsourcing Buyer’s Guide

2015 Europe Contact Center Outsourcing Buyer’s Guide

In 2015, European enterprises and governments alike understand the benefits of partnering with Business Process Outsourcing (BPO) providers for their customer contact needs. But the BPO landscape is highly competitive and there are an array of both pan-European and regional providers. Decision makers need to assess providers carefully and conduct careful due diligence in order to make the kinds of investments that best address their specific needs.

The BPO Drama in Europe: A Dizzying Array of Mergers, Acquisitions, & Reorganizations

Still, that can be easier said than done. After all, it can be challenging to stay on top of the dizzying array of recent mergers, acquisitions, and reorganizations in the industry in Europe, involving players as diverse as Acticall, Sitel, Comdata, Atento, Arvato, Webhelp, SNT Deutschland, Walter Services, Serco, SYKES, TeleTech, and Teleperformance.

On July 10, 2015, Paris-based Acticall Group announced that it had agreed to acquire Sitel Worldwide from Onex Corporation. Acticall now adds some 􂀀-plus employees to its portfolio of companies comprised of􂀀employees. Sitel will continue to operate as an independent brand and Bert Quintana will continue to serve as Sitel’s Chairman, CEO, and President. Acticall now becomes a major global player in the industry.

But that is just the most recent development, just the most obvious example of increasingly active Europe BPO providers. In 2013, Comdata purchased CallUs Turkey. It followed that by acquiring Atento’s operations in the Czech Republic. In 2014, Webhelp acquired SNT in the Netherlands, now Webhelp Netherlands, and FDI Payment Services, now Webhelp Payment Services. By June, 2015, Webhelp also announced that it had made two strategic acquisitions: Perry & Knorr, acquired from Germany’s Walter Services, and Italy’s OnLine. Suddenly, Webhelp has a significant presence in the German-speaking market and extends its pan-European coverage. Meanwhile, in February, 2015, KPN announced that it had reached agreement to sell German subsidiary SNT Deutschland AG to the LIVIA Group, an industrial holding company based in Munich and Vienna, for an undisclosed consideration. And in March, 2014, TeleTech announced it had signed a definitive agreement to acquire Sofica Group, an independent customer management outsourcing Services Company founded in 2004, with operations in Bulgaria and Macedonia.


  • Executive Summary-The Competitive Landscape at a Glance
    • The BPO Drama in Europe: A Dizzying Array of Mergers, Acquisitions, & Reorganizations
  • Introduction
    • Contact Center Outsourcing in a Time of Challenge & Change
    • The Rise of New Channels
    • Big Data & Analytics
    • The Empowered Consumer
    • Europe's Contact Center Outsourcing Competitive Landscape
  • Market Definitions
  • Market Highlights
  • Competitor Inclusion Criteria
  • Pan European Providers
    • Teleperformance Group
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • Acticall Group
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • Sitel
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • Arvato
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • Webhelp
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • Transcom
      • Overview
      • Highlights
    • Concentrix
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • Convergys
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • XEROX
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • SYKES
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • Teletech
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • HGS
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
  • Regional European Providers-The United Kingdom
    • Capita
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • SERCO
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • Merchants
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
  • Regional European Providers-Germany
    • BOSCH
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • Walter Services Group
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • SNT Deutschland AG
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
  • Regional European Providers-Southern & Eastern Europe
    • Comdata
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • AlmavivA Group
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • CGS
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
  • Regional European Providers-Spain
    • GRUPO KONECTA
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
    • Atento
      • Overview
      • Highlights
      • Analyst Insight: Points of Interest for Buyers
  • Conclusion & Recommendations
    • Selecting the Appropriate Provider(S)
      • Key Considerations for Outsourcer Selection
      • Disclaimer:

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