Presentación del 1er Congreso CALA de Contact Center y BPO

1. The Future of Teleservices:
A. U.S. Perspective
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

2. Congratulations!
And Thank You!
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

3. Let’s discuss the U.S. market & the
world
State of the marketplace
Outsourcing and Off-shoring
Winning business from U.S.
Clients
What does it mean to you?
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4. State of the
Marketplace

5. In the US, outsourcing will
grow from $20.7 billion in 2006
to $27.5 billion in 2013 (33%)
(Frost & Sullivan, 2008)

6. A better picture of outsourcing
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7. US Growth is slowing
Contact Babel - 2006
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8. Onshore vs. Offshore is in flux
Contact Babel - 2006
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9. Winning business from
U.S. Clients
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10. What is the reality of US turnover?
U.S. is 20-25% monthly turnover in
outbound and 8-10% in inbound
Hiring costs are astronomical
Training costs are ridiculous
Burnout the labor markets
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11. What do U.S. buyers tell us
that they are looking for
from suppliers?
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12. Only 3 Economics Things Matter
Yes’s % Complete Total
& Of Total & Order
Total Contacts
Available Value/
List Call
Net Cost Per Order
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13. Balance Economics & Risk
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14. Don’t Focus on Personnel Costs
The Lesson of Ireland
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15. Pick Your Partners Carefully
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16. Onshore Sales and Service
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17. Sell or Pick based on strengths
Unique Not Unique
Variety of languages Low wages
spoken in native Strong Spanish skills
style
Economic incentives
Warm, service-
oriented culture Exciting location
Stability of
infrastructure,
government and
economy
Truly Bi-lingual
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31. 31

32. 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
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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33. U.S. Laws Matter
because . . .
We export bad
ideas!

34. Some Companies Don’t Care!
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35. Some Companies think about
“now”
Do Not Call
Existing Business Relationship
Offshore restrictions
Time of Day calls
Disclosure requirements
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36. The Future is Bigger!
Sales calls Service calls
- Do Not Call - Queue times
- Existing - IVR’s (including press
Relationship “0”)
- Relevance - First Call Resolution
- Technology All Calls
- Mobile phones - Location Disclosure
Personnel • Re-routing
- Unions - Time of day
- Disabled employees
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37. Money & Regulations
We have our money
The government has . . .
- Our money
- Everyone’s money
- They can print money
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38. Choices
1. Ignore the realities of consumer
need and wait for government
interference
2. Recognize consumer need, and
government power and self-
regulate in cooperation with
government
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39. One Solution: Self Regulation
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40. Seal Program
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41. Self Regulatory Organization Diagram
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42. Conclusions
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
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43. Tim Searcy
CEO
American Teleservices Association
+1 317 816 9336
tim@ATAconnect.org
www.ATAconnect.org
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