In the next year, do you plan to increase, decrease or maintain your current outsourced teleservices program?
If you plan to increase your outsourced teleservices program in the next year, by how much?
Why does you company choose to outsource teleservices? (Least important / most important)
How important are the following in selecting an outsourced teleservices vendor?
And when you compare the satisfaction level with 2008, you see a really positive trend. Very satisfied jumped from 18% to 25%, and combining the two satisfaction boxes yields an overall satisfaction level of just under 92%, compared with 83% last year.
Their trend is also moving in a positive direction. The 29% dissatisfaction level of last year has dropped to just 5.9%, while very satisfied and somewhat satisfied ratings have risen.
Consistent with the satisfaction levels, in contrast to last year, the trend is in a positive direction. Very likely has dropped from 32% to 24%, and somewhat likely has dropped from 47% to 32%. Together, the likelihood of changing in stated in our 2009 survey is 23 percentage points below 2008.
Percepción del Mercado Latinoamericano por Norte América
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
Plans to change outsourcing in the next year60% 52% 40%40%20% 8%0% Increase Decrease Maintain 27
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% 28
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? 3.864 3.70 3.52 3.46 3.483 2.70 2.572 1.84 1.60 1.6310 29
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.” How30
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% 200940% 2008 25% 18% 18%20% 12.5%0% Very Satisfied Somewhat Somewhat Very Satisfied Dissatisfied Dissatisfied 31
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 32
Somewhat + Very Likely 2008 = 79% 2009 = 56% How likely are you to change your teleservices outsourcer in the next year? 47% 2009 44% 200840% 32% 32% 24% 21%20%0% Very Likely Somewhat Likely Not Likely 33
The Evolution of Customer Service andSocial 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 34
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 37
Tim Searcy CEOAmerican Teleservices Association +1 317 816 9336 tim@ATAconnect.org www.ATAconnect.org 38