Presentación del 2do Congreso CALA de Contact Center y BPO

1. How the U.S. Clients
Perceive the Latin
Americans:
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. TRAVEL PHOTOS FROM
LAST TIME!
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7. Travel Photos from Last Time!
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10. OTHER THINGS FROM
LAST TIME!
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14. Three Kinds of Truth
 The Truth that was and is . . .
 The Truth that is and will be . . .
 The Truth that we hope for . . .
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15. The truth that was and is . . .
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16.  State of the marketplace
 Outsourcing and Off-shoring
 Winning business from U.S.
Clients
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17. State of the
Marketplace

18. In the US, outsourcing will
grow from $20.7 billion in 2006
to $27.5 billion in 2013 (33%)
(Frost & Sullivan, 2008)

19. A better picture of outsourcing
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20. The truth that is and will be
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21. Everyone is looking for money!
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22. How we would like the world to be . . .
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23. How it really is . . .
Us companies are:
• Arrogant
• Not partners
• Not patient
• Not culturally sensitive
But they are also:
• Results oriented
• Money driven
• Predictable
• Calculating
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24. Only 3 Economics Things Matter
Yes’s % Complete Total
& Of Total & Order
Total Contacts
Available Value/
List Call
Net Cost Per Order
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25. What do U.S. buyers tell us
that they are looking for
from suppliers?
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26. A few of the companies surveyed:
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27. Plans to change outsourcing in the next year
60%
52%
40%
40%
20%
8%
0%
Increase Decrease Maintain
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28. How much will you increase outsourcing in the next year?
60%
Avg. = 30.6%
42.9%
40%
28.6%
20%
14.3% 14.30%
0%
0 - 10% 10 - 20% 20 - 30% 30 - 40% > 50%
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29. Rank each of the following choices on a scale of 1-5, with 5
being “most important” and 1 being “least important.” Why
does your company choose to outsource teleservices?
3.86
4 3.70
3.52 3.46 3.48
3 2.70
2.57
2 1.84
1.60 1.63
1
0
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30. B
iz
ex
pe
rie
nc
e
in
m
y
in
A du
N dv st
o. ry
0
1
2
3
4
of an
ce se
ge d ct
or
Su og te
ra ch
4.0
pe ph no
rio ic lo
Im rs ca gy
pe ec ll
ce
3.65
cc ur
Ex ab ity nt
ce er
pt le pr s
io co oc
m
2.87
na ed
lt pl ur
ra ia es
in nc
in e
4.0
g re
an co
Sk d rd
i ll ex
4.5
ed pe
Se pr rti
ni og se
or ra
st m
3.96
ra m
te ng
gi
c t
co
3.96
un
C se
C os
os tp l
3.32
tp er
er ho
tr ur
an
sa
3.91
C ct
io
D os n
teleservices vendor?
om tp
3.95
er
C In
es
tic sa
om te
bo rn op le
at er
io
3.83
of at
do na io
m lo ns
.& pe
ra
3.62
in tio
te
r. ns
op
er
2.38
at
io
ns
important are the following in selecting an outsourced
2.55
Rank each of the following choices on a scale of 1-5, with 5
being “most important” and 1 being “least important.” How
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31. In general, how satisfied are/were you with your most recent
outsourced teleservices relationship?
80%
Somewhat + Very Satisfied
66.7% 2008 = 83%
65%
2009 = 91.7%
60%
2009
40%
2008
25%
18% 18%
20% 12.5%
0%
Very Satisfied Somewhat Somewhat Very
Satisfied Dissatisfied Dissatisfied
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32. If your firm used an off-shore teleservices outsourcer, how
satisfied were you with their performance?
58.8%
60%
53%
40%
29%
2009
2008
23.5%
20%
12%
11.8%
5.9%
6%
0%
Very Satisfied Somewhat Somewhat Very Dissatisfied
Satisfied Dissatisfied
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33. Somewhat + Very Likely
2008 = 79%
2009 = 56%
How likely are you to change your
teleservices outsourcer in the next year?
47%
2009 44%
2008
40%
32% 32%
24%
21%
20%
0%
Very Likely Somewhat Likely Not Likely
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34. The Evolution of Customer Service and
Social Networking
Dynamic End User
Collaboration
Facebook Business process
driven CRM
Twitter
RSS feeds Real-time
& subscriptions Customer facing decision engines
knowledge feed info to agents
Multimedia management
videos Cross-channel
Email Forums & analytics
management Outbound customer
IVR communities Personalization
Index
and profiles
knowledge base Multi-channel User ratings on
Inbound DTMF contact center content Contact priority
Basic search
and speech IVR management
Feedback and Analytics and
Google surveys reporting
Static FAQs Interactive video
Wikis and blogs Automated IM
2000 2010
Today
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35. The truth that we hope for
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37. Some general observations
 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
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38. Tim Searcy
CEO
American Teleservices Association
+1 317 816 9336
tim@ATAconnect.org
www.ATAconnect.org
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