Russian outsourcing contact centers market in 2020 grew by 16.7%, now amounted to 24.5 billion rubles. VOXYS Communications Center remains market leader with a share of more than 18% for the second year in a row, followed by Teleperformance with 15% sand Telecontact with 11.1% market share.

In 2019, VOXYS revenue amounted to 3,851 million rub, in 2020 it increased by 16.5% to 4,489 million rub. Data is provided by the international consulting agency iKS-Consulting in the annual study "The Market of Outsourcing Contact Centers in Russia", conducted in the second half of 2021.

"By the end of 2021, the market volume of outsourcing contact centers in monetary terms may reach 28.9 billion rubles, which will be 17.8% higher than the result of 2020," the authors of the study note.

iKS-Consulting analysts also confirmed that VOXYS in the market leader in terms of installed operator workplaces, which in August 2021 reached 7,466 against 5,952 as of the beginning of August 2020 (+25.4%). The growth was fuelled by the remote recruitment system and the large-scale expansion.

In 2021, new sites of the company were opened in Kaliningrad, Kursk, and Orenburg. Of all the Russian outsourcing contact centers, VOXYS processes the largest number of voice calls daily – 544.5 thousand, and the total number of calls and messages in voice and non-voice channels processed daily by VOXYS specialists exceeds 1 million.

According to VOXYS Executive Director Yulia Molchanova, in 2020 the company was focused on building internal business processes and investing in development.

"Customers of communication projects are noting the growing demand for remote service channels for their consumers. Retail, e-commerce, banking and financial sector have become main market drivers. In the next few years, we see the market on a trajectory of stable double-digit growth. We intend to actively increase our market share by expanding the geography of our presence and introducing IT solutions that optimize business processes," Yulia Molchanova says. "Against the background of the personnel shortage recognized by all market players, the growth in the number of operator workplaces created by us proves the effectiveness of well-established HR-policy and practice. We have successfully implemented a system of digital recruitment and personnel document management, actively use the practice of remote recruitment, onboarding and training, as well as lifelong learning and employees development."

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Reference

VOXYS is the leader of the outsourcing contact center market in Russia. Staff exceeds 10,000 professionals; the company is listed in Head Hunter rating of TOP50 Best Employers in Russia. 36 VOXYS contact centers operate in 34 cities of Russia, the company designed and managed more than two hundred communication projects in the interests of the leading companies of the financial market, insurance, transport, logistics, retail, hospitality, healthcare, manufacturing, and public authorities. Official website: www.voxys.ru