El Futuro de los Teleservicios

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Presentación del 1er Congreso CALA de Contact Center y BPO

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El Futuro de los Teleservicios

  1. 1. The Future of Teleservices: A. U.S. Perspective AMERICAN TELESERVICES ASSOCIATION 3815 River Crossing Parkway, Suite 20 • Indianapolis, IN 46240 317.816.9336 (phone) • 317.218.0323 (fax) www.ataconnect.org The ONLY association dedicated exclusively to the Teleservices channel
  2. 2. Congratulations!And Thank You! AMERICAN TELESERVICES ASSOCIATION 3815 River Crossing Parkway, Suite 20 • Indianapolis, IN 46240 317.816.9336 (phone) • 317.218.0323 (fax) www.ataconnect.org The ONLY association dedicated exclusively to the Teleservices channel
  3. 3. Let’s discuss the U.S. market & theworld State of the marketplace Outsourcing and Off-shoring Winning business from U.S. Clients What does it mean to you? 3
  4. 4. State of theMarketplace
  5. 5. In the US, outsourcing willgrow from $20.7 billion in 2006 to $27.5 billion in 2013 (33%) (Frost & Sullivan, 2008)
  6. 6. A better picture of outsourcing 6
  7. 7. US Growth is slowing Contact Babel - 2006 7
  8. 8. Onshore vs. Offshore is in flux Contact Babel - 2006 8
  9. 9. Winning business from U.S. Clients 9
  10. 10. What is the reality of US turnover? U.S. is 20-25% monthly turnover in outbound and 8-10% in inbound Hiring costs are astronomical Training costs are ridiculous Burnout the labor markets 10
  11. 11. What do U.S. buyers tell us that they are looking for from suppliers? 11
  12. 12. Only 3 Economics Things Matter Yes’s % Complete Total & Of Total & OrderTotal Contacts Available Value/ List Call Net Cost Per Order 12
  13. 13. Balance Economics & Risk 13
  14. 14. Don’t Focus on Personnel Costs The Lesson of Ireland 14
  15. 15. Pick Your Partners Carefully 15
  16. 16. Onshore Sales and Service 16
  17. 17. Sell or Pick based on strengths Unique Not UniqueVariety of languages Low wagesspoken in native Strong Spanish skillsstyle Economic incentivesWarm, service-oriented culture Exciting locationStability ofinfrastructure,government andeconomyTruly Bi-lingual 17
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  32. 32. 5 Keys for Market Success1. Strong relationship between government, academic system and business2. Strong association to market the country as a good location for contact centers and to advocate for assistance in key areas3. An internal country need for contact centers in addition to an external offshoring proposition – emerging middle class4. Infrastructure and stability5. A goal which is stated by the leaders of the country 32
  33. 33. U.S. Laws Matter because . . .We export bad ideas!
  34. 34. Some Companies Don’t Care! 34
  35. 35. Some Companies think about“now” Do Not Call Existing Business Relationship Offshore restrictions Time of Day calls Disclosure requirements 35
  36. 36. The Future is Bigger!Sales calls Service calls- Do Not Call - Queue times- Existing - IVR’s (including press Relationship “0”)- Relevance - First Call Resolution- Technology All Calls- Mobile phones - Location DisclosurePersonnel • Re-routing- Unions - Time of day- Disabled employees 36
  37. 37. Money & Regulations We have our money The government has . . . - Our money - Everyone’s money - They can print money 37
  38. 38. Choices1. Ignore the realities of consumer need and wait for government interference2. Recognize consumer need, and government power and self- regulate in cooperation with government 38
  39. 39. One Solution: Self Regulation 39
  40. 40. Seal Program 40
  41. 41. Self Regulatory Organization Diagram 41
  42. 42. Conclusions Total call traffic worldwide is on- balance going to be flat – emerging markets will offset declines in advanced markets Outsourcing and offshoring will increase There are ways to secure business from U.S. companies, but the focus has to be there Government regulation is a clear and present danger all over the world 42
  43. 43. Tim Searcy CEOAmerican Teleservices Association +1 317 816 9336 tim@ATAconnect.org www.ATAconnect.org 43

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