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Statistics for European and US Call Centers
A 'telecommerce culture' is expected to result from the increasing role of Web-enabled call centers in customer-relationship management (CRM). Bankinfo.com also recommends call centers as "one of the most productive and cost-effective means of selling services to new and existing customers."
Expenditure on European Call Centers
| Category |
1998 |
2002 |
|
| Total spend |
$550 mn |
$1.2 bn |
|
| Number of Web-enabled centers |
100 |
3,400 |
Source: Datamonitor 
Expenditure on US Call Centers
| Entity |
1998 |
% growth |
2003 |
% growth |
|
| Financial services |
$167mn |
26% |
364mn |
39%
|
|
| Growth rate reflects 16% CAG in industry spend |
- CRM predicted to constitute largest expenditure
- 215,000 agent positions forecast for US by 2003
Source: Datamonitor
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