The look of Spanish Call Contact Centre industry
Call Contact Centre industry is present in nearly each country in Europe. How does the CC market look like in Spain?
Nacho Cárdenas:The CC market in Spain employs more than 80,000 professionals of which 73% are women and 50% are youngsters. Although it seems that 2016 has started stronger, recent developments show a mature market with a growth in the last 3 years of 1-2%, far from the growth rates of the years 1998-2008 in which the market size fivefolded, reaching 1.8000 million €.
What kind of trends can be observed in Spanish Call Contact Centre industry? How did the market change within the last 10 years?
Nacho Cárdenas: The Spanish market tends to be concentrated. In fact, a 55% of it belongs just to 5 companies. Some of these companies are, or were, originally national, such as Atento and Konecta. Others are multinational companies set up years ago in Spain, such as Arvato, Teleperformance or Sitel. That is, we find players in large volume.
As a mature market and having gone through a period of deep crisis in Spain, clients have pressed strongly on profit margins and even some of the services have been relocated in South America.
Concerning service trends, we can find the following:
- omnichannel customer service,
- the need to coordinate sales campaigns that combine digital strategy with contact center management
- providing services for social networks and
- growing interest in automation, to compete in productivity.
What are the main cities where Call Contact Centre industry is present? Is it just Madrid or present?
Nacho Cárdenas: 23 of the 105 call centers registered by the ACE are located in Madrid , 19 in Catalonia. The next two areas rated by importance are Andalusia (south, with 19 centers) and Galicia (northwest, with 12 centers). The rest of regions have less influence in this sector.
What are the main clients of Call Contact Centres? Is it finance, utilities, telcos or other industries?
Nacho Cárdenas: The biggest sector is the Telco (42%), followed by Banking (10%), Public Administration (10%), Insurance (9%) and Utilities (8%)
You are representing STD Multiopcion – tell us more about your business. Who you are and how are you positioned on Spanish Call Contact Centre business map?
Nacho Cárdenas: STD is a niche Company. We compete with the rest of companies of the sector through a high quality positioning estrategy, providing our current and potential clients with extensive expertise in Ecommerce services (we serve our customers in more than 15 languages), as well as in Insurance and Sales. We are located in A Coruña (Galicia), where we have 3 centers, and in Barcelona. In total we have 600 positions.
Thank you very much – muchas gracias!
Nacho Cárdenas: To była przyjemność. Pozdrowienia dla polskich specjalistów Contact Center [It was a pleasure. Best regards for Polish Contact Center experts]
