Call and contact center market worth PLN 1 bln

The market for commercial call and contact center services in Poland is worth PLN 1 billion, according to a report compiled by PMR. The market growth dynamic remains at a one-digit pace. According to data gathered by PMR, 30 leading suppliers of call and contact center services offered 15,000 jobs in 76 buildings at the end of 2014. The total number of premises in the sector is three times higher, however, they are rented by small companies, which often operate locally and have fewer than 10 workers. In 2014, only five companies employed more than 1,000 workers. Almost three-quarters of call centers (74 percent) use integrated communication systems, of which 61 percent use the system which integrates the phone to the computer in order to create automated services (CTI), and 52 percent have a system which allows for interactive customer service.