Why Sweden?
- Sweden is the largest market in Scandinavia
- Highly educated, multilingual population
- Best recruitment base for Scandinavian native-speakers
- Low operating costs with competitive corporate tax rates
- High-end market covering Northern Europe
- In the top for broadband penetration rates
- Advanced telecommunications infrastructure
Natural base for customer care
Sweden is seen as a very developed, high-end market for contact centers covering the Scandinavian region. In 2009, the contact center industry employed 100,000 full-time equivalents. The number of outsourced full-time equivalents is 40,000. Seventy-five percent of all contact centers in Sweden provide services in several Scandinavian languages.
Most international businesses are drawn to Sweden by language skills, low employee turnover, high computer literacy, technically advanced infrastructure and competitive business costs. From Sweden call centers can be run with high levels of quality and service.
Research and education
Some eight Swedish universities and colleges perform CRM (Customer Relationship Management) and contact center-related research. Contact center studies are increasingly being integrated into regular course programs. There are yearlong corporate training programs in contact center management and third-year CRM specialization programs. Swedish universities also have co-operative agreements with internationally leading institutes abroad for contact center research.
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