Proceedings of 8th European Assembly on telework (Telework2001)

75carried out using a telecommunications link. Such telesales activities were reported by onlysix per cent <strong>of</strong> all eWork employers. However this apparently low level is partly accounted forby the increasing pattern <strong>of</strong> integrating sales and customer service functions - many telesalesactivities have been subsumed into customer services departments. At nine and eight per centrespectively, data processing activities and finance and accounting services also play a significantrole in eWork.The supply sideAn e-outsourcing relationship, <strong>of</strong> course involves two parties. Our survey looked not only at thedemand for outsourced telemediated work but also the supply side, at least ins<strong>of</strong>ar as this involvesfirms with more than fifty employees. As Figure 4. shows, more than one in five - 21% - <strong>of</strong> alllarger establishments in Europe is engaged in supplying telemediated services. This suggests thatsuch activities already play a significant role in the <strong>European</strong> economy. The function most likelyto be involved - at 11% - is customer services, perhaps a reflection <strong>of</strong> the rapid recent growth <strong>of</strong>outsourced call centres. This is followed by design, editorial and creative functions, at 7% ands<strong>of</strong>tware development and support at 6%. Given the very high level <strong>of</strong> demand for IT services, therelatively low prevalence is a little surprising. Two factors may contribute to this: the strength <strong>of</strong>countries outside Europe in this sector; and the existence in the IT sector <strong>of</strong> a number <strong>of</strong> microbusinesses,either single freelancers or companies with fewer than 50 employees.Reasons for choice <strong>of</strong> remote supplierFinally, we look at the reasons for the choice <strong>of</strong> remote supplier, which provides valuable clues tothe competitive advantages <strong>of</strong> regions.Figure 5:Reasons for the choice <strong>of</strong> remote e-outsourcerWeighted figures; % <strong>of</strong> establishments with >50 employees in EU (15) plus Hungary, Poland andCzech Republic; Source: EMERGENCE <strong>European</strong> Survey, 2000 (IES/NOP)