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TeleServices Marketplace Expectations

TeleServices Marketplace Expectations. Ruth M. O’Brien. Outsourcing Defined . Outsourcing is the process of delegating a company’s business process to third parties or external agencies. Contact Center Outsourcing Market

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TeleServices Marketplace Expectations

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  1. TeleServices Marketplace Expectations Ruth M. O’Brien

  2. Outsourcing Defined Outsourcing is the process of delegating a company’s business process to third parties or external agencies. Contact Center Outsourcing Market • Projected $190 Billion will be spent on Contact Center and Business Process Outsourcing by 2015 - Global Industry Analysts Common Terms • Outsourcer • BPO (Business Process Outsourcer) • Contact or Call Center Vendor or Partner • TeleServices Vendor or Provider • Service Provider

  3. Why Do Companies Outsource Work? • Cost Reduction – Variable Cost Model • Focus on their Core Business, Outsource non-Core processes • Improve Quality • Accelerate Time to Market • Gain access to: • Expertise/Resources • Innovation • Best Practices • Technology The key is to understand why your prospects/clients outsource Sources: Outsourcing Institute, ZDNet, Flat World Solutions

  4. What Commercial Clients Want from a Contact Center Partner (BPO) • Quality Customer Experience – Support their brand • Expertise, Innovation, Best Practices • Agility and Flexibility • Competitive Pricing/Variable Cost Model • Ease of Doing Business

  5. NIB Agency Inbound Services • Customer Care • Sales • Healthcare Enrollment • eCommerce Support • Suicide Hotline • EPA Toxic Substance Hotline • Hotel Reservations • Insurance Beneficiary Services • Help Desk Support • Switchboard Multi channel support includes; telephone, chat, web, text and email. • ·    Cross Industry Clients • Federal and State Governments • Healthcare • Hospitality • Retail • Manufacturing • Colleges and Universities • Not For Profit Organizations·

  6. NIB Agency Outbound Services • Surveys • Mystery Shopping • QA Scoring and Coaching • Fund Raising • Sales • Lead Generation • Scheduling • ·      Cross Industry Clients • Federal and State Governments • Retail • Colleges and Universities • Hospitality and Catering • Political Organizations (Local and National) • Not for Profit Organizations

  7. NIB Agency Work Types Source: TWG Survey 2013 17 Agencies Responded

  8. How is Your Agency Positioned to Compete? – Conduct a Self Assessment

  9. Resources • General Outsourcing and Contact Center Information/Newsletters • Outsourcing Institute - www.outsourcing.com • International Customer Management Institute (ICMI) - www.icmi.com • Call Center Networking Group (CCNG) – National and Local Chapters – www.ccng.com • International Customer Service Association (ICSA) www.icsatoday.com • Contact Center Pipeline - www.contactcenterpipeline.com • Call Center Management on Fast Forward by Brad Cleveland • Business Development • The New Strategic Selling by Robert Miller and Stephen Heiman • The Trusted Advisor by David Maister Resources are also available on the TWG SharePoint Site. Contact Jassen Tawil at The Cleveland Sight Center for more information

  10. Contact Ruth M O’Brien Contact Center Consultant (480) 206-0979 ruthobrien@cox.net

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