The call center systems market in Europe is growing at a supercharged rate of 40%, according to research from Datamonitor. The company estimates that by the end of 1996 there will be almost 270,000 ‘agent positions’ in call centers across Europe, increasing to 445,000 in 1998. By 2001, Datamonitor expects the figure to reach almost 670,000. Currently, just over half of all call center positions in Europe are used to enhance customer care, followed by telemarketing/sales, which accounts for 39% of agent positions in Europe. The largest markets for call centers are consumer products (25%), financial services (19%), and travel, transport and tourism (14%).
