A stable, globally competitive industry
The corporate services industry in Germany benefits from world-class infrastructure, a capable, diverse workforce and an eye to the future of digitalized business processes for the industry’s needs.
Year-to-date outsourcing volume in EMEA, according to ISG Index 2016 in EUR billion:
| 3.3 | UK and Ireland | billion |
| 3.2 | DACH (Germany, Austria, Switzerland) | billion |
| 1.4 | Nordics | billion |
| 1.3 | Southern Europe | billion |
| 1.2 | France and Benelux | billion |
| 0.6 | Rest | billion |
Proven methods and innovation for the future
The structure of the contact centre industry in Germany offers maximal growth for innovative companies.
As a leader in Industry 4.0 and products related to the Internet of Things, Germany is uniquely suited to face the challenges of Service 4.0: new smart service architecture, cyber-physical systems, data and service platforms that will lead to new value chains and business relationships in the future.
Growing turnover
In Germany, call centres had an annual turnover of more than EUR 23 billion.Market structure
The 780 call centre service providers in Germany employ approx. 160,000 people.Market division
While 80 percent of centres are in-house, 20 percent are with service providers.Largest Market
These centres provide easy access to the German speaking market, which is the largest in Europe with 100 million people.The German economy boasts industry giants like Daimler, SAP and BASF, as well as 3.5 million SMEs, who employ 80 percent of the German workforce. These smaller companies offer the most market potential when it comes to non-core process outsourcing.
Developed markets at every level
Service provider core services
Top survey answers, in 2017 in percent (multiple responses possible):| 56 | Complaints | percent |
| 60 | E-mail management | percent |
| 56 | BPO | percent |
| 51 | Social Media | percent |
| 67 | Outbound calls | percent |
| 70 | Inbound calls | percent |
Workforce
Germany’s skilled business services workforce allows for processes to be integrated at service centres.Labour costs
Stable and higher salaries are mitigated by more effective workflow systems and higher productivity rates.Future experts
Every year 260,000 young professionals take their German Chambers of Commerce and Industry-certified occupational exams to become skilled workers.International and diverse
Approximately 11.4 million foreign nationals live in Germany. This is more than 14 percent of the total population.Germany offers reasonable real estate prices, a manageable vacancy rate in major cities and modern, reliable public transportation networks and road and railway systems. An ideal climate for business.
EITO (European Information Technology Observatory)
predicts more than 2 percent growth in the German business and IT services market in 2020, and this is no surprise. Germany’s ample and skilled workforce, stable labour costs, infrastructure, and overheads offer companies and investors the perfect climate to provide high-quality, innovative business services.