The contact center market is experiencing sustained growth, even if it is not as strong, with levels of performance and margins remain low. The firm provides that the turnover of contact center providers to exceed two billion euros in 2010. The potential market, estimated at 8.5 MdEuros, remains very important indeed. In contrast, the share of firms that have experienced a decline in activity from 20% in 2005 to 33% in 2007. Companies earning less than 10 million euros in sales saw growth fall below 5% in 2007. Some telemarketing agencies bear the brunt of the massive transfer of missions telesales low value added to the off-shore. The turnover from the French offshore centers should also represent nearly 20% of turnover in the sector in 2012 (or 450 million euros), against 5% in 2004. The willingness of advertisers to reduce costs and increasing quality of services that are made partly explain the popularity of off-shore..

Moreover, the economic dependence of actors from their first three customers is estimated between 30 and 50%. The funding of the operating cycle is carried out through lines of credit.

The market is also characterized by a phenomenon of hyper-specialization, which allows certain structures to establish a power relationship with the different contractors to increase their margins.

This biennial study was conducted from a literature review on the sector (profit and loss accounts, balance sheets and annual reports), meetings with industry leaders (seven and three outsourced contractors). It covered 140 companies (outsourced agencies, telemarketing, telerecouvrement, etc.) And was conducted between June and October 2008.

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