Från callcenter till kontaktcenter - del 1 (Statens offentliga utredningar 1999:138)

Statens offentliga utredningar 1999:138 N‰ringsdepartementet

FrÂn callcenter till kontaktcenter

Trender, mˆjligheter och problem

Rapport frÂn IT-kommissionen

Stockholm 1999

SOU och Ds som ingÂr i 1999 Ârs nummerserie kan kˆpas frÂn Fakta Info Direkt. Fˆr remissuts‰ndningar av SOU och Ds som ingÂr i 1999 Ârs nummerserie svarar Fakta Info Direkt pÂ uppdrag av Regeringskansliets fˆrvaltningsavdelning.

Best‰llningsadress: Fakta Info Direkt, Kundservice

Box 6430, 113 82 Stockholm

Tel: 08-587 671 00, Fax: 08-587 671 71

E-post: order@faktainfo.se

Svara pÂ remiss. Hur och varfˆr. StatsrÂdsberedningen, 1993.

ñ En liten broschyr som underl‰ttar arbetet fˆr den som skall svara pÂ remiss.

Broschyren kan best‰llas hos:

Information Rosenbad Regeringskansliet 103 33 Stockholm Fax: 08-405 42 95 Telefon: 08-405 47 29

ISBN 91-7610-790-6

ISSN 0375-250X

Elanders Gotab, Stockholm 2000

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37% av alla nya jobb i EU 96-98 var i callcenter Drivs av staten och Telia gemensamt

Hitta och hjälpa investerare till rätt region i Sverige Vara delaktig i 3500 nya jobb 98-03

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Tele 24 - Kalix	Gallup - Piteå/Ronneby
Transcom - Karlskoga	DRS - Sollefteå
Sitel - Örebro	Compeer - Östersund
Sonera - Geddeholm	Bite - Stockholm
Proffice - Valdemarsvik	Sykes - Sveg/Dals-Ed
Sifo - Ronneby	Exit - Linköping

Ingen av de stora på samma ort

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Exempel:	Missuppfattning:
Kundtjänst	Outsourcing 10%
Ordermottagning	Telemarketing 10%
Telesales
Support
Information
Undersökningar
Växel

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Svenska fördelningen (Ovum -99)

Entertain
	ment	Other	Bank &
Utility	4%	7%	Insur.
5%			24%
IT
HW /SW
8%
R emote
shop			mnf, distr
8%	Travel		& Cons.
	11%	Telecom	21%
		12%

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USA - 5 000 000 pers. med 5-15 % tillväxt

Europa - 1 500 000 pers. med 25-60 % tillväxt

Alla fakta är hypoteser

Antalet anställda i Sverige är okänt

Definition av vad callcenter är sakans

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Antal agenter i världen 1999		(Ovum -99)	1DWXUOLJWYLV Vn ILQQV GHW
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		7%	VRP .LQD VRP HQOLJW GHQ
		Norden
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		6%	PDQ L &DOO &HQWHUV LGDJ
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Marknaden tror mellan 25 och 60 %

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Fiona Hills CEO Callcenter Collage Ltd

ISA:s bedömning är 30-39 % tillväxt 98-03

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Antal jobb i Sverige inom callcenter

160000
140000
120000
100000
80000
60000
40000
20000
0
1998	1999	2000	2001	2002	2003	2004	2005	2006	2007

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Antal nya jobb per år i Sverige
18000
16000
14000
12000
10000
8000
6000
4000
2000
0
1998	1999	2000	2001	2002	2003	2004	2005

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Andel Svenskar som arbetar i callcenter
3,00%
2,50%
2,00%
1,50%	86$FD
1,00%
0,50%
0,00%
	1998	1999	2000	2001	2002	2003	2004	2005	2006	2007
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Störst marknad Centralt läge Lägre kostnader

Enda landet med alla nordiska språk Bästa referenser

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Norden 1999	80 000
Norden 2003	265 000
15% flyttbara	40 000
Sverige 1999	33 000
Sverige 2003	100 000
15% flyttbara	85 000 - 125 000
40 000 jobb
Källa: ISA intern analys

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