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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. ClientsPerceive the Latin

Americans:


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TRAVEL PHOTOSFROM LAST TIME!


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44


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55


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66


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Travel Photos from LastTime!


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OTHER THINGSFROM LAST TIME!


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Three Kinds of Truth

The Truth that was and is . . .

The Truth that is and will be . . .

The Truth that we hope for . . .


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The truth that was andis . . .


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State of the marketplace

Outsourcing and Off-shoring

Winning business from U.S.Clients


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State of the

Marketplace


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In the US, outsourcing willgrow from $20.7 billion in

2006 to $27.5 billion in2013 (33%)(Frost & Sullivan, 2008)


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A better picture ofoutsourcing


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2020

The truth that is and will be


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Everyone is looking formoney!


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be . . .


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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


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Only 3 Economics ThingsMatter

&Total Contacts

Net Cost Per Order

% Complete

Of Total

Available

List

Yess & TotalOrder

Value/

Call


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What do U.S. buyers tell usthat they are looking for

from suppliers?


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A few of the companiessurveyed:


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Plans to change outsourcing in the next

year

Plans to change outsourcing in the next

year

20%

40%

60%

52%

8%

40%


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20%

40%

60%

Avg. = 30.6%. = 30.6%

14.30%

28.6%

42.9%

14.3%

How much will you increase outsourcing in the nextyear?

How much will you increase outsourcing in the next

year?


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0

1

2

3

4

Rank each of the following choices on a scale of 1-5, with5 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


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0

1

2

3

4

B

izexp

erienc

ein

myin

dustry

sector

Adva

nced

tech

nology

No.ofg

eographi

ccall

centers

Supe

riors

ecurity

procedu

res

Impe

ccable

com

plia

ncerecord

Exce

ptio

nalt

rainin

gan

dexpe

rtise

Skill

edprogram

mngt

Senior

stra

tegicco

unsel

Cost

per

hour

Cost

per

tran

saction

Cost

per

sale

Domes

ticope

rations

Internatio

nalo

peratio

ns

Combo

ofd

om.&

inter.op

erations

Rank each of the following choices on a scale of 1-5, with5 being most important and 1 being least important.

How important are the following in selecting anoutsourced teleservices vendor?

4.0

3.65

2.87

4.53.96 3.96

3.32

3.91 3.95 3.83

3.62

2.55

4.0

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20%

40%

60%

80%

In general, how satisfied are/were you with your most recentoutsourced teleservices relationship?

25%

66.7%

12.5%

18%

65%

18%

Somewhat + Very Satisfied2008 = 83%

2009 = 91.7%


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20%

40%

60%

If your firm used an off-shore teleservices outsourcer, howsatisfied were you with their performance?

11.8%

58.8%

23.5%

5.9%

6%

53%

12%

29%

Somewhat + Very Likely


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20%

40%

How likely are you to change yourteleservices outsourcer in the next year?

24%

32%

44%

Somewhat + Very Likely2008 = 79%2009 = 56%

32%

47%

21%

20092008


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The Evolution of Customer Serviceand Social Networking

Facebook

Twitter

Customer facingknowledge

management

Forums &customer

communities

User ratings oncontent

Analytics andreporting

Automated IM

RSS feeds& subscriptions

Multimediavideos

OutboundIVR

Multi-channelcontact center

Feedback andsurveys

Wikis and blogs

Inbound DTMF

and speech IVR

Static FAQs

Emailmanagement

Indexknowledge base

Basic search

Google

Dynamic End UserCollaboration

Business processdriven CRM

Real-timedecision enginesfeed info to agents

Cross-channelanalytics

Personalizationand profiles

Contact priority

management

Interactive video

2000

Today

2010


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The truth that we hope for


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Some generalobservations

Total call traffic worldwide is on-balance going to be flat emergingmarkets will offset declines in advanced markets

Outsourcing and offshoring will increase

There are ways to secure business from U.S. companies, but the focushas to be there

Government regulation is a clear and present danger all over the world


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Tim Searcy

CEO

American TeleservicesAssociation

+1 317 816 9336

[email protected]

www.ATAconnect.org
mailto:[email protected]://www.ataconnect.org/http://www.ataconnect.org/mailto:[email protected]

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