The Dutch Call Center Industry: Going the extramile

The Dutch Call Center Industry: Going the extramile editorial The steps of typical Dutch call center parties like Key-Net and Vanad to move abroad and operate in the European market, show the potential of future abilities. Hans Bach, Founder of Call’m Beheer B.V., Netherlands and President of the NCCA National Call Centre Association The Dutch Call Center Industry: Hans Bach h.bach@callm.nl going the extramile From a European perspective, the call center segment is still dominating Dutch call center industry is often con- the market. Today, about 78 percent sidered to be a mature market. With call of the call center locations are based centers in about 1 800 different locations inhouse. The reason for this can partly and approximately 180 000 people wor- be found in the well-known and traditi- king in them, the market is relatively onal discussion about the fact, that orga- big. And it is still growing, although the nizations, who consider their customer double digit growing rates of the past are contacts to be of critical importance, over. In the early 80ies, the traditional do not outsource the handling of those call center concept was implemented in contacts. On the other hand, the annual Holland mainly by financial institutions, National Contact Center Benchmark http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png CallCenter INTERNATIONAL Springer Journals

The Dutch Call Center Industry: Going the extramile

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Publisher
Gabler Verlag
Copyright
Copyright © 2008 by Springer Fachmedien Wiesbaden GmbH
Subject
Economics / Management Science; Economics/Management Science, general
ISSN
1865-9381
D.O.I.
10.1007/BF03252424
Publisher site
See Article on Publisher Site

Abstract

editorial The steps of typical Dutch call center parties like Key-Net and Vanad to move abroad and operate in the European market, show the potential of future abilities. Hans Bach, Founder of Call’m Beheer B.V., Netherlands and President of the NCCA National Call Centre Association The Dutch Call Center Industry: Hans Bach h.bach@callm.nl going the extramile From a European perspective, the call center segment is still dominating Dutch call center industry is often con- the market. Today, about 78 percent sidered to be a mature market. With call of the call center locations are based centers in about 1 800 different locations inhouse. The reason for this can partly and approximately 180 000 people wor- be found in the well-known and traditi- king in them, the market is relatively onal discussion about the fact, that orga- big. And it is still growing, although the nizations, who consider their customer double digit growing rates of the past are contacts to be of critical importance, over. In the early 80ies, the traditional do not outsource the handling of those call center concept was implemented in contacts. On the other hand, the annual Holland mainly by financial institutions, National Contact Center Benchmark

Journal

CallCenter INTERNATIONALSpringer Journals

Published: May 25, 2012

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