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Presentación del 2do Congreso CALA de Contact Center y BPO
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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
How the U.S. Clients Perceive
the Latin Americans:
22
TRAVEL PHOTOS FROM LAST TIME!
33
44
55
66
77
Travel Photos from Last Time!
88
99
1010
OTHER THINGS FROM LAST TIME!
1111
1212
1313
1414
Three Kinds of Truth
The Truth that was and is . . .
The Truth that is and will be . . .
The Truth that we hope for . . .
1515
The truth that was and is . . .
1616
State of the marketplaceOutsourcing and Off-shoring
Winning business from U.S. Clients
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)
1919
A better picture of outsourcing
2020
The truth that is and will be
2121
Everyone is looking for money!
2222
How we would like the world to be . . .
2323
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
2424
Only 3 Economics Things Matter
&Total Contacts
Net Cost Per Order
% Complete
Of Total
Available
List
Yes’s&
Total
Order
Value/
Call
2525
What do U.S. buyers tell us that they are
looking for from suppliers?
2626
A few of the companies surveyed:
2727
Plans to change outsourcing in the next year
0%
20%
40%
60%
Increase Decrease Maintain
52%
8%
40%
2828
0%
20%
40%
60%
0 - 10% 10 - 20% 20 - 30% 30 - 40% > 50%
Avg. = 30.6%
14.30%
28.6%
42.9%
14.3%
How much will you increase outsourcing in the next year?
2929
0
1
2
3
4
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?
3.52
3.46
3.70
2.57
3.48
2.70
1.60
1.84 1.6
3
3.86
3030
0
1
2
3
4
Biz e
xper
ience
in m
y in
dustry s
ector
Advance
d tech
nology
No. of g
eogra
phic c
all c
enters
Superior s
ecurit
y pro
cedure
s
Impec
cable
com
pliance
reco
rd
Excep
tional
train
ing a
nd exp
ertise
Skille
d pro
gram
mngt
Senio
r stra
tegic
counsel
Cost p
er h
our
Cost p
er tr
ansac
tion
Cost p
er s
ale
Domest
ic o
perat
ions
Inte
rnat
ional
oper
atio
ns
Combo o
f dom
. & in
ter.
operat
ions
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?
4.0
3.65
2.87
4.53.96 3.96
3.32
3.91 3.953.83
3.62
2.55
4.0
2.38
3131
0%
20%
40%
60%
80%
Very Satisfied SomewhatSatisfied
SomewhatDissatisfied
VeryDissatisfied
2009
2008
In general, how satisfied are/were you with your most recent outsourced teleservices relationship?
25%
66.7%
12.5%
18%
65%
18%
Somewhat + Very Satisfied2008 = 83%
2009 = 91.7%
3232
0%
20%
40%
60%
Very Satisfied SomewhatSatisfied
SomewhatDissatisfied
Very Dissatisfied
2009
2008
If your firm used an off-shore teleservices outsourcer, how satisfied were you with their performance?
11.8%
58.8%
23.5%
5.9%
6%
53%
12%
29%
3333
0%
20%
40%
Very Likely Somewhat Likely Not Likely
How likely are you to change your teleservices outsourcer in the next year?
24%
32%
44%
Somewhat + Very Likely2008 = 79%2009 = 56%
32%
47%
21%
2009 2008
3434
The Evolution of Customer Service and Social Networking
Customer facing knowledge
management
Forums & customer
communities
User ratings oncontent
Analytics andreporting
Automated IM
RSS feeds& subscriptions
Multimediavideos
Outbound IVR
Multi-channel contact center
Feedback andsurveys
Wikis and blogs
Inbound DTMFand speech IVR
Static FAQs
Email management
Indexknowledge base
Basic search
Dynamic End User Collaboration
Business processdriven CRM
Real-timedecision engines
feed info to agents
Cross-channel analytics
Personalizationand profiles
Contact priority management
Interactive video
2000
Today
2010
3535
The truth that we hope for
3636
3737
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
