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Percepción del Mercado Latinoamericano por Norte América
The document discusses a survey of U.S. companies that outsource teleservices work. It finds that most companies plan to increase their outsourcing over the next year, with an average increase of 30.6%. When asked to rank factors in selecting an outsourced teleservices vendor, companies rated cost as the most important, followed by experience in the industry, communication skills, and reliability. Cultural sensitivity and location were rated as less important.
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Percepción del Mercado Latinoamericano por Norte América
- 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 LASTTIME! 2
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- 7. Travel Photos fromLast Time! 7
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- 10. OTHER THINGS FROM LASTTIME! 10
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- 14. Three Kinds ofTruth The Truth that was and is . . . The Truth that is and will be . . . The Truth that we hope for . . . 14
- 15. The truth thatwas and is . . . 15
- 16. State ofthe marketplace Outsourcing and Off-shoring Winning business from U.S. Clients 16
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- 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 pictureof outsourcing 19
- 20. The truth thatis and will be 20
- 21. Everyone is lookingfor money! 21
- 22. How we wouldlike the world to be . . . 22
- 23. How it reallyis . . . Us companies are: • Arrogant • Not partners • Not patient • Not culturally sensitive But they are also: • Results oriented • Money driven • Predictable • Calculating 23
- 24. Only 3 EconomicsThings Matter Yes’s % Complete Total & Of Total & Order Total Contacts Available Value/ List Call Net Cost Per Order 24
- 25. What do U.S.buyers tell us that they are looking for from suppliers? 25
- 26. A few ofthe companies surveyed: 26
- 27. Plans to changeoutsourcing in the next year 60% 52% 40% 40% 20% 8% 0% Increase Decrease Maintain 27
- 28. How much willyou 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
- 29. Rank each ofthe 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 29
- 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 30
- 31. In general, howsatisfied 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 31
- 32. If your firmused 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
- 33. Somewhat + VeryLikely 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 33
- 34. The Evolution ofCustomer 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 34
- 35. The truth thatwe hope for 35
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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 37
- 38. Tim Searcy CEO American Teleservices Association +1 317 816 9336 tim@ATAconnect.org www.ATAconnect.org 38
Editor's Notes
- #28 In the next year, do you plan to increase, decrease or maintain your current outsourced teleservices program?
- #29 If you plan to increase your outsourced teleservices program in the next year, by how much?
- #30 Why does you company choose to outsource teleservices? (Least important / most important)
- #31 How important are the following in selecting an outsourced teleservices vendor?
- #32 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.
- #33 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.
- #34 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.