1| 2013 NIB/NAEPB National Conference and Expo. 2 TeleServices Marketplace Expectations Ruth M....

1 | 2013 NIB/NAEPB National Conference and Expo


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 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


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


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


NIB Agency Inbound Services

6

Multi channel support includes; telephone, chat, web, text and email.

• Customer Care • Sales• Healthcare Enrollment• eCommerce Support• Suicide Hotline

· Cross Industry Clients• Federal and State Governments• Healthcare • Hospitality• Retail• Manufacturing • Colleges and Universities• Not For Profit Organizations·

• EPA Toxic Substance Hotline• Hotel Reservations • Insurance Beneficiary Services• Help Desk Support • Switchboard


NIB Agency Outbound Services

7

· Cross Industry Clients• Federal and State Governments• Retail • Colleges and Universities• Hospitality and Catering• Political Organizations (Local and National)• Not for Profit Organizations

• Fund Raising• Sales • Lead Generation• Scheduling

• Surveys• Mystery Shopping• QA Scoring and Coaching


NIB Agency Work Types

Source: TWG Survey 2013 17 Agencies Responded


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

What Clients Want Rating 1-5 How You Can Demonstrate Changes Needed to Compete

Quality Customer Experience – Support Client's Brand

Expertise, Innovation, Best Practices

Agility and Flexibility

Competitive Pricing/Variable Cost Model

Ease of Doing Business

Rating Scale:1 = Aspiration - No Capability, Limited Investment 2 = Building Capability and Expertise, Willing to Invest3 = Have Basic Capability, Have Invested, Inconsistent Delivery4 = Maturing Capability, Some Demonstrated Success, Existing Clients5 = Mature Capability, Demonstrated Success, Continuous Improvement


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


Contact

Ruth M O’Brien

Contact Center Consultant

(480) 206-0979

[email protected]

1| 2013 NIB/NAEPB National Conference and Expo. 2 TeleServices Marketplace Expectations Ruth M....

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