el futuro de los teleservicios
DESCRIPTION
Presentación del 1er Congreso CALA de Contact Center y BPOTRANSCRIPT
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The Future of Teleservices:
The ONLY association dedicated exclusively to the Teleservices channel
AMERICAN TELESERVICES ASSOCIATION3815 River Crossing Parkway, Suite 20 • Indianapolis, IN 46240
317.816.9336 (phone) • 317.218.0323 (fax)www.ataconnect.org
A. U.S. Perspective
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Congratulations!
The ONLY association dedicated exclusively to the Teleservices channel
AMERICAN TELESERVICES ASSOCIATION3815 River Crossing Parkway, Suite 20 • Indianapolis, IN 46240
317.816.9336 (phone) • 317.218.0323 (fax)www.ataconnect.org
Congratulations!
And Thank You!
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Let’s discuss the U.S. market & the world
�State of the marketplace
�Outsourcing and Off-shoring
�Winning business from U.S.
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�Winning business from U.S. Clients
�What does it mean to you?
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State of the MarketplaceMarketplace
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In the US, outsourcing will grow from $20.7 billion in 2006
to $27.5 billion in 2013 (33%)to $27.5 billion in 2013 (33%)(Frost & Sullivan, 2008)
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A better picture of outsourcing
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US Growth is slowing
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Contact Babel - 2006
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Onshore vs. Offshore is in flux
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Contact Babel - 2006
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Winning business from U.S. Clients
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U.S. Clients
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�U.S. is 20-25% monthly turnover in outbound and 8-10% in inbound
�Hiring costs are astronomical
What is the reality of US turnover?
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�Hiring costs are astronomical
�Training costs are ridiculous
�Burnout the labor markets
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What do U.S. buyers tell us that they are looking for
from suppliers?
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from suppliers?
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Only 3 Economics Things Matter
&% CompleteYes’s
&Total
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&Total Contacts
Net Cost Per Order
Of Total
Available
List
&Order
Value/
Call
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Balance Economics & Risk
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Don’t Focus on Personnel Costs
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The Lesson of Ireland
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Pick Your Partners Carefully
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Onshore Sales and Service
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Sell or Pick based on strengths
Unique
� Variety of languages spoken in native style
�Warm, service-
Not Unique
� Low wages
� Strong Spanish skills
� Economic incentives
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�Warm, service-oriented culture
� Stability of infrastructure, government and economy
� Truly Bi-lingual
� Economic incentives
� Exciting location
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2020
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5 Keys for Market 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
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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
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U.S. Laws Matterbecause . . .
We export bad ideas!
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Some Companies Don’t Care!
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Some Companies think about “now”
�Do Not Call
�Existing Business Relationship
�Offshore restrictions
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�Offshore restrictions
�Time of Day calls
�Disclosure requirements
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�Sales calls
- Do Not Call
- Existing Relationship
�Service calls
- Queue times
- IVR’s (including press “0”)
First Call Resolution
The Future is Bigger!
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- Relevance
- Technology
- Mobile phones
�Personnel- Unions
- Disabled employees
- First Call Resolution
�All Calls
- Location Disclosure• Re-routing
- Time of day
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Money & Regulations
�We have our money
�The government has . . .
- Our money
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- Our money
- Everyone’s money
- They can print money
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Choices
1. Ignore the realities of consumer need and wait for government interference
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interference
2. Recognize consumer need, and government power and self-regulate in cooperation with government
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One Solution: Self Regulation
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Seal Program
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Self Regulatory Organization Diagram
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Conclusions
� Total call traffic worldwide is on-balance going to be flat – emerging markets will offset declines in advanced markets
�
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�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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Tim Searcy
CEO
American Teleservices Association
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American Teleservices Association
+1 317 816 9336
www.ATAconnect.org