The German government believes the contact center industry will play a major part in upgrading the East's economy. But the industry is far from mature, say analysts, as the percentage of Germany's working population engaged in call center activity lags significantly behind the UK and Netherlands. This leaves room for Germany to step in. Datamonitor believes that we will top 350,000 agents by the end of 2003 and overtake the UK the following year. Most of this growth, he notes, will occur in centers employing 31 to 100 agents.
Wage rates vary widely.
This includes 21.4 percent in employer contribution and 21.4 percent employee contribution to social costs. Lease rate differentials are equally dramatic between East and West. However, most contact centers in the eastern sector some 60 percent serve German markets exclusively, notes Martens. In Berlin, Polish is the most common second language, with fluency among an estimated 35,000 people. While market forces are bringing pressure to ease restraints, Germany has one of the strictest sets of laws, regulations and union contracts in Europe.