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El Futuro de los Teleservicios
The document discusses the future of the teleservices industry from a U.S. perspective. It notes that while outsourcing in the U.S. will grow over the next several years, the growth rate is slowing. Offshoring to locations with lower costs is becoming more common as U.S. clients look to reduce costs. However, onshore capabilities remain important for qualities like language skills and cultural understanding. The document recommends that teleservices companies focus on strong client relationships, compliance with U.S. laws, and self-regulation to ensure future success in the evolving market.
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El Futuro de los Teleservicios
- 1. The Future ofTeleservices: 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. 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. Let’s discuss theU.S. market & the world State of the marketplace Outsourcing and Off-shoring Winning business from U.S. Clients What does it mean to you? 3
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- 5. In the US,outsourcing will grow from $20.7 billion in 2006 to $27.5 billion in 2013 (33%) (Frost & Sullivan, 2008)
- 6. A better pictureof outsourcing 6
- 7. US Growth isslowing Contact Babel - 2006 7
- 8. Onshore vs. Offshoreis in flux Contact Babel - 2006 8
- 9. Winning business from U.S. Clients 9
- 10. What is thereality 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. What do U.S.buyers tell us that they are looking for from suppliers? 11
- 12. Only 3 EconomicsThings Matter Yes’s % Complete Total & Of Total & Order Total Contacts Available Value/ List Call Net Cost Per Order 12
- 13. Balance Economics &Risk 13
- 14. Don’t Focus onPersonnel Costs The Lesson of Ireland 14
- 15. Pick Your PartnersCarefully 15
- 16. Onshore Sales andService 16
- 17. Sell or Pickbased on strengths Unique Not Unique Variety of languages Low wages spoken in native Strong Spanish skills style Economic incentives Warm, service- oriented culture Exciting location Stability of infrastructure, government and economy Truly Bi-lingual 17
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- 32. 5 Keys forMarket Success 1. Strong relationship between government, academic system and business 2. Strong association to market the country as a good location for contact centers and to advocate for assistance in key areas 3. An internal country need for contact centers in addition to an external offshoring proposition – emerging middle class 4. Infrastructure and stability 5. A goal which is stated by the leaders of the country 32
- 33. U.S. Laws Matter because . . . We export bad ideas!
- 34. Some Companies Don’tCare! 34
- 35. Some Companies thinkabout “now” Do Not Call Existing Business Relationship Offshore restrictions Time of Day calls Disclosure requirements 35
- 36. The Future isBigger! 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 Disclosure Personnel • Re-routing - Unions - Time of day - Disabled employees 36
- 37. Money & Regulations We have our money The government has . . . - Our money - Everyone’s money - They can print money 37
- 38. Choices 1. Ignore therealities of consumer need and wait for government interference 2. Recognize consumer need, and government power and self- regulate in cooperation with government 38
- 39. One Solution: SelfRegulation 39
- 40. Seal Program 40
- 41. Self Regulatory OrganizationDiagram 41
- 42. Conclusions Total calltraffic 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. Tim Searcy CEO American Teleservices Association +1 317 816 9336 tim@ATAconnect.org www.ATAconnect.org 43