Saturday, April 23, 2011

>Call Centers of France

>Generally, the main functions of call centers are
telemarketing or marketing, information and client
support services that give assistance in the
resolution of technical problems. From the Collective
Agreement for Service Providers of France, call
centers are made up of agents who are organized by
type of services and grouped in teams at centralized
offices. Additionally, call centers manage client
relations and prospecting exclusively by telephone,
using IT technology or telecommunications, for either
incoming or outgoing communications.

For the past years, the word contact center or centre
de contacts has changed call center or centre d’appels
in order to cover the several means of communication
that have been integrated. In France, contact centers
have become an essential part of client relations.

France’s Position in the Call Center Business

United States is the world leader in call centers with
more than 3.8 million jobs and 60,000 call centers.
Canada and Brazil also have significant presence in
the Americas, as well as South Korea and India within
Asia. However, France is relatively well situated,
with identical amount of call centers as in the United
Kingdom.

Although the sector in France has attained a certain
level of maturity, the margin for progress in such
sector remains significant. For the next few years,
the key factor for growth will be the evolution from
the existing trend of general sub-contracting, to
specific sub-contracting.

There are several major generalist service suppliers
that have surfaced in France. On the other hand, there
are still a large number of smaller actors located in
geographical markets, niche functions and sectors that
will continue to manage. The following is a list of
the 4 major sub-contracting groups in France.

1. The Generalists, which combine industrial scope
with a wide range of services;

2. Groups offering a wide range of services but not
limited to specific markets because of their size;

3. Groups with large-scale service providers, limited
to a specific sector client or position;

4. The Specialists, which include a wide range of
actors whose services, are aimed at specific market
segments. There are also function specialists that
operate in assistance, telephone debt recovery or
telesales, and local centers that can benefit from
geographical immediacy to a precise local economy.

France is ranked 4th in the world for setting up
administration services and call centers in terms of
global set-up costs. There are three sectors in France
with probably the most call centers and they include
Telesales, ICT and Outsourcing and Banking. By
incorporating the needs and constraints of call center
projects within contractual and structured policies,
the French local authorities combined with the AFRC or
Association Fran├žaise de la Relation Client have been
able to build up high-tech facilities for the call
center sector.

The Workforce in France

The call center human resources account for about 60
to 80 percent of total working costs for client
services making them an important consideration. In
general, call centers apply fairly low-wage
guidelines. There are 75 percent of client relations
agents in France who earn less than 31,150 net per
month. Additionally, 70% of employees in France are
working full-time and contrary to common mistaken
beliefs, call centers mainly employ long-term
employees with CDI contracts.

After India, France is also the country that employs
the most qualified staffs. There are over 60% of
centers in France that employ people with at least two
years of higher education.

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