By 2002, Germany will be the largest European market for call centre outsourcing with more than 30,000 agents, according to a new report from Datamonitor entitled Call Centre Outsourcing in Europe. At present, the UK has the largest share of European call centre market overall and also the largest share for call centre outsourcing, with more than 12,000 outsourced agent positions, which is 28% of the European total. Datamonitor believes growth is being fuelled by the growth of the entire call centre market in Germany and by its relatively high levels of outsourcing. The research company found that outsourcing tends to be higher where a market is relatively immature. For example, while Spain has 16% of the call centre market, its outsourced portion is 46%. At present, financial services is the largest sector user of outsourced agent positions, accounting for 23% of the total.
Datamonitor analyst Andy Ponsford said: "Outsourcing of financial services is very high in some countries because it is often more cost-effective to utilise bureaux due to their relatively lower personnel costs."
Helpdesk workers uncovering a plethora of PC-based Year 2000 problems Bindview has introduced NETinventory which scrutinises the PC networks and compares PC hardware, BIOS and applications to a continually updated lists of Y2K compliant technology. If you have software on your system that is fail over the critical date change then NETinventory will alert helpdesk/system management staff to the problem. NETinventory can also distribute Year 2000 tests for BIOS ans CMOS/Real Time Clock as well as providing presentation ready reports giving an accurate status of Millennium bug projects.
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