How The U.s. Clients Perceive The Latin Americans: The Only Association Dedicated Exclusively To The Teleservices Channel
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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
TRAVEL PHOTOS FROM LAST TIME!
2
3
4
5
6
Travel Photos from Last Time!
7
8
9
OTHER THINGS FROM LAST TIME!
10
11
12
13
Three Kinds of Truth The Truth that was and is . . . The Truth that is and will be . . . The Truth that we hope for . . .
14
The truth that was and is . . .
15
State of the marketplace Outsourcing and Off-shoring Winning business from U.S. Clients
16
State of the Marketplace
In the US, outsourcing will grow from $20.7 billion in 2006 to $27.5 billion in 2013 (33%) (Frost & Sullivan, 2008)
A better picture of outsourcing
19
The truth that is and will be
20
Everyone is looking for money!
21
How we would like the world to be . . .
22
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 23
Only 3 Economics Things Matter
Yes’s Total Contacts
&
% Complete Of Total
&
Total Order
Available
Value/
List
Call
Net Cost Per Order 24
What do U.S. buyers tell us that they are looking for from suppliers?
25
A few of the companies surveyed:
26
Plans to change outsourcing in the next year
60%
52%
40%
40%
8%
20% 27
How much will you increase outsourcing in the next year? 60%
Avg. = 30.6%
42.9 %
40%
28.6 % 14.3 %
14.30 %
20% 28
4
3
2
1
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? 3.8 3.5 2
3.4 6
3.7 0
6
3.4 8 2.5 7
2.7 0
1.6 0
1.8 4
1.6 3
0
29
B
N o. o
in
A
ex pe rie nc e m y in du s
dv try an se ce fg ct d eo or te gr Su ch ap pe no hi rio lo c rs gy ca Im ec ll pe ce ur cc Ex nt ity a er ce bl p s e pt r oc co io ed m na pl ur lt ia es ra n in c e in re g co an Sk rd d ex i ll ed pe Se rti pr ni se og or r a st m ra m te ng gi t c co un C se o st C l os pe tp rh er ou tr r an sa ct C io os D n om tp er es C In sa tic om te le rn op bo at e of ra io na ti o do lo ns m .& pe ra in tio te ns r. op er at io ns
iz
Rank each of the following choices on a scale of 1-5, with 5 being “most important” and 1 being “least important.” How important are the following in selecting an outsourced teleservices vendor? 4.5 4
3 4.0
4.0
3.96
3.96
3.91
3.65
3.95 3.83 3.62
3.32
2.87 2.38 2.55
2
1
0
30
In general, how satisfied are/were you with your most recent outsourced teleservices relationship?
80% 66.7%
Somewhat + Very Satisfied 2008 = 83% 2009 = 91.7%
65%
60%
40%
25% 18%
18% 12.5 %
20% 31
If your firm used an off-shore teleservices outsourcer, how satisfied were you with their performance? 58.8 %
60%
53%
40%
29% 23.5 %
12 %
11.8 %
20%
6%
5.9 %
32
Somewhat + Very Likely 2008 = 79% 2009 = 56%
How likely are you to change your teleservices outsourcer in the next year? 47%
2009 2008
40%
44%
32%
24%
32%
21%
20%
33
The Evolution of Customer Service and Social Networking Dynamic End User Collaboration Facebook Twitter RSS feeds & subscriptions
Email management Index knowledge base Inbound DTMF and speech IVR Static FAQs
Basic search Google
Multimedia videos
Customer facing knowledge management
Outbound IVR
Forums & customer communities
Multi-channel contact center
User ratings on content
Feedback and surveys
Analytics and reporting
Wikis and blogs
Automated IM
2000
Business process driven CRM Real-time decision engines feed info to agents Cross-channel analytics Personalization and profiles Contact priority management Interactive video
2010 Today 34
The truth that we hope for
35
36
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 CEO American Teleservices Association +1 317 816 9336 [email protected] www.ATAconnect.org
38
TRAVEL PHOTOS FROM LAST TIME!
2
3
4
5
6
Travel Photos from Last Time!
7
8
9
OTHER THINGS FROM LAST TIME!
10
11
12
13
Three Kinds of Truth The Truth that was and is . . . The Truth that is and will be . . . The Truth that we hope for . . .
14
The truth that was and is . . .
15
State of the marketplace Outsourcing and Off-shoring Winning business from U.S. Clients
16
State of the Marketplace
In the US, outsourcing will grow from $20.7 billion in 2006 to $27.5 billion in 2013 (33%) (Frost & Sullivan, 2008)
A better picture of outsourcing
19
The truth that is and will be
20
Everyone is looking for money!
21
How we would like the world to be . . .
22
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 23
Only 3 Economics Things Matter
Yes’s Total Contacts
&
% Complete Of Total
&
Total Order
Available
Value/
List
Call
Net Cost Per Order 24
What do U.S. buyers tell us that they are looking for from suppliers?
25
A few of the companies surveyed:
26
Plans to change outsourcing in the next year
60%
52%
40%
40%
8%
20% 27
How much will you increase outsourcing in the next year? 60%
Avg. = 30.6%
42.9 %
40%
28.6 % 14.3 %
14.30 %
20% 28
4
3
2
1
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? 3.8 3.5 2
3.4 6
3.7 0
6
3.4 8 2.5 7
2.7 0
1.6 0
1.8 4
1.6 3
0
29
B
N o. o
in
A
ex pe rie nc e m y in du s
dv try an se ce fg ct d eo or te gr Su ch ap pe no hi rio lo c rs gy ca Im ec ll pe ce ur cc Ex nt ity a er ce bl p s e pt r oc co io ed m na pl ur lt ia es ra n in c e in re g co an Sk rd d ex i ll ed pe Se rti pr ni se og or r a st m ra m te ng gi t c co un C se o st C l os pe tp rh er ou tr r an sa ct C io os D n om tp er es C In sa tic om te le rn op bo at e of ra io na ti o do lo ns m .& pe ra in tio te ns r. op er at io ns
iz
Rank each of the following choices on a scale of 1-5, with 5 being “most important” and 1 being “least important.” How important are the following in selecting an outsourced teleservices vendor? 4.5 4
3 4.0
4.0
3.96
3.96
3.91
3.65
3.95 3.83 3.62
3.32
2.87 2.38 2.55
2
1
0
30
In general, how satisfied are/were you with your most recent outsourced teleservices relationship?
80% 66.7%
Somewhat + Very Satisfied 2008 = 83% 2009 = 91.7%
65%
60%
40%
25% 18%
18% 12.5 %
20% 31
If your firm used an off-shore teleservices outsourcer, how satisfied were you with their performance? 58.8 %
60%
53%
40%
29% 23.5 %
12 %
11.8 %
20%
6%
5.9 %
32
Somewhat + Very Likely 2008 = 79% 2009 = 56%
How likely are you to change your teleservices outsourcer in the next year? 47%
2009 2008
40%
44%
32%
24%
32%
21%
20%
33
The Evolution of Customer Service and Social Networking Dynamic End User Collaboration Facebook Twitter RSS feeds & subscriptions
Email management Index knowledge base Inbound DTMF and speech IVR Static FAQs
Basic search Google
Multimedia videos
Customer facing knowledge management
Outbound IVR
Forums & customer communities
Multi-channel contact center
User ratings on content
Feedback and surveys
Analytics and reporting
Wikis and blogs
Automated IM
2000
Business process driven CRM Real-time decision engines feed info to agents Cross-channel analytics Personalization and profiles Contact priority management Interactive video
2010 Today 34
The truth that we hope for
35
36
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 CEO American Teleservices Association +1 317 816 9336 [email protected] www.ATAconnect.org
38
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