la vuelta al mundo en 80 minutos
TRANSCRIPT
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Around the world in 80 minutes
Philip Cohen Sweden
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• Our history
• Global overview
• Major components
• New media
• Consumer perception• Consumer perception
• Legislations: self regulation
• Offshore
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Our history
1908 – Telesales
1960 – Ford case
1969 – Telemarketing
1991 – Call center
2000 – Contact center / teleservices2000 – Contact center / teleservices
2008 – 100 years since it all started!
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• Technology: supports processes / people
• Processes
• People
3 major components
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• ACD
• CTI
• Dialler
• Interactive voice response, IVR
• Speech recognition
Technology
• Speech recognition
• Workforce management systems
• IP-telephony
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• Client – center – consumer / customer
• Database
• Automation: self-service – live agent
• Strategy
Processes
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• GEAC – General Electric Answer Center
• First Direct
• 3M UK
• DialAmerica
Strategy
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• “Contact centers are people business –
people wanting to talk with other people”
• Agent – profile
– supply
• Supervisor / team leader – key role
People
• Supervisor / team leader – key role
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• E-mail: Internet
• Not a replacement for telephone – a new channel – consumer choice
E-media
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Not positive if it works: negative if it does not
• Queues
• Menus – “rule of three”
• Music
Consumer perception
• Music
• First Call Resolution
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Legislation
• Data protection
• Do Not Call-lists (DNC)
• Right to cancel
Self-regulation
Legislation: self-regulation
Self-regulation
• National rules
• International Chamber of Commerce (ICC)
- www.iccwbo.org / Marketing & advertising / Consolidated ICC Code
(Spanish pdf)
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• English-speaking
• Spanish-speaking
Trend: Offshore outsourcing
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15 factors to consider, incl.
• Technology: quality / cost
• People – cost
quality: education / language
• Legislation
Offshore comparisons
• Legislation
(Property; time-zones; climate; accessibility, etc.)
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Compare like with like, example
Lima Bogota Panama Guatemala Dom. Rep Santiago
CC Agent 314 304 350 390 363 494
(USD/mth)**n/a 750 625 450 380 1000
Office
Offshore comparisons
Office Rental 16,0 23,3 22,5 21,5 ? 21,7USD/m2/mth
Total costper hour ? ? ? ? ? ?
* Advertised gross salary, job search engines
** Figures from AT Kearney
NB. Figures not accurate; do your own research!
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• Is your target market (Hispanic) US – or other Hispanic countries?
- 45 million Hispanics in US
- 440 million Spanish-speaking globally
• Commission a report
• Start a newsletter
Offshore – market/marketing
• Start a newsletter
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Contact details
Philip Cohen
Philip Cohen Consultant AB
Stationsgatan 3
SE-931 31 Skelleftea
SwedenSweden
Phone: +46 910 776699
E-mail: [email protected]