Contact Center Solutions - Interactive PDF Presentation (FINAL)
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The Frontline of Customer Experience CONTACT CENTER SOLUTIONS
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Transcript of Contact Center Solutions - Interactive PDF Presentation (FINAL)
The Frontline of Customer ExperienceCONTACT CENTER SOLUTIONS
$300-$350Billion
Global Contact Center Spend Is: $70-$75BillionOutsourcing market valued at:
in 20145%Industry Grew
CONTACT CENTER INDUSTRY BY THE NUMBERS
US CONTACT CENTER INDUSTRY BY THE NUMBERS
Demand has GROWN in the UNITED STATES
Contact Center Operations
GREW21%In the United States In 2014
44%of global revenue
CCO adoption is highest in North America with
Sam Weatherby Kyle Harding Tadd WisinskiCentral Lead East LeadWest Lead
Industry recognized experts in location/labor analytics, business transformation, transaction associations and incentive negotiations
We align our solutions to business performance outcome and workforce objectives; our process is grounded in framing and prioritizing these factors to guide our analysis and recommendations
We use a range of tools and technology applications assembled to meet the unique needs of each project/client
We have a successful track record optimizing the contact center footprint for some of the largest in-house and 3rd party companies globally
TEAM:APPROACH: TOOLS: EXPERIENCE:
OUR DEDICATED CONTACT CENTER TEAM
INTEGRATED SERVICES FOR CONTACT CENTERS
UNRIVALED CUSTOMER
EXPERIENCE
Customer ExperienceManagement
Location Intelligence Strategy
Workplace and Real Estate Strategy
• Workforce Optimization• Competitive Landscape• Predictive Churn Modeling
• Workplace Solutions• Tenant Representation• Business & economic
incentives
• Facility Management
• Project Development Services
INTE
GRAT
ED BUSINESS INTELLIGENCE
Key Marketing Performance Questions
JLL Marketing Analysis Tools/Methods
Dynamic Screening
Tool
OccupationIndustry
Cross-walk
MarketPositioning
Market Capture
PredictiveChurn
Modeling
Market Clustering iLocate Trade off
Analysis BEI
How can we quickly scree to a short-list of markets based on business criteria?
Can a market scale to and sustain a unique set of workforce needs?
What is the market capacity to accommodate growth or consolidation of operations?
How well do the labor markets align with skill requirements and talent management strategy?
What is the forward view of risk for wage pressure, availability or increased competition for labor?
What is the relative performance of existing or greenfield markets to guide optimization?
How do we identify, negotiate and capture economic incentives?
HOW WE ANSWER THE QUESTIONS
We invest in a robust range of tools that allow various views on the performance of markets to meet business criteria and workforce requirements.
REAL TIME DECISIONS-MAKING AND FASTER SPEED TO MARKET THROUGH JLL TECHNOLOGY TOOLS
Proprietary and industry-leading tools
Advanced datatracking systems
Deep marketknowledge
Dynamic Screening
Dimension
iLocateBlackbird
REAL TIME DECISIONS-MAKING AND FASTER SPEED TO MARKET THROUGH JLL TECHNOLOGY TOOLS
• Customized site selection analysis
• Customized location analysis
• Comparative site analytics
• Demographic mapping
• Location amenity reports
• Drive-time area analysis
• Saturation analysis
• Plug and play inventory analysis
Dynamic Screening
Dimension
iLocateBlackbird
CCS GLOBAL EXPERIENCE
CONTACT CENTER CLIENT PROMISE OF VALUE DELIVERED
JLL’s Contact Center Solutions group aligns key client and BPO business objectives with viable, optimal location solutions, whether for a single site or complex portfolio. We deliver talent alignment, cost containment, risk mitigation and workplace solutions resulting in people, process and systems that work together to positively convey your brand, deliver exceptional customer service, and drive maximum profitability.
WHAT OUR CLIENTS SAY ABOUT US
26,000 SFsite in Anderson, IN
Total yearly occupancy cost
$10.5 RSF
Sitel occupied a new facility
89,000 SFless than 5 months laterScott Wilson, Senior Vice
President of Alorica
As a result of working with [JLL], I have been able to deliver millions of dollars in savings to my company through better rent and associated building costs, decreased employee attrition and increased operational performance.
Xerox needed to expand their call center operations to accommodate an additional 500 seats in 90 days.
Sitel wished to better understand suitable call center locations for 900
employees.
INDUSTRY INSIGHT AMERICAS
Category Consideration Argentina Brazil Chile Columbia Costa Rica El Salvador Guatemala Guyana Honduras Mexico Panama Peru Uruguay
Cost
Labor(with English)
Real Estate
Labor (Supply And Demand)
English
Spanish
Portuguese
Other
Market Trajectory (Outlook)
CompetitionCaptive
Outsource
ExternalRisk
Overall
Disaster
Ex-pat Acceptance
Bad Average Good
INDUSTRY INSIGHT EMEA
Category Consideration BulgariaSophia
Czech RepublicPragueBmo
Egypt Cairo
HungaryBudapest
LithuaniaVilnius
MoraccoCasa Bianca
PolandWarsaw
Krawkow
RomaniaBucharest
Cluj
SerbiaBelgrade
SlovakiaBratislava
Cost
Labor(with English)
Real Estate
Labor (Supply And Demand)
English
French
German
Other
Market Trajectory (Outlook)
CompetitionCaptive
Outsource
ExternalRisk
Overall
Disaster
Ex-pat Acceptance
Bad Average Good
INDUSTRY INSIGHT ASIA PACIFIC
Category ConsiderationChina
Shanghai,Guangzhou
IndiaBangalore,Chennai,Mumbai,
Delhi, Pune
Indonesia Jakarta
MalaysiaKuala
Lumpur
PhillippinesManila
Sri LankaColombo
VietnamHo Chi Min
Cost
Labor(with English)
Real Estate
Labor (Supply And Demand)
English
Other
Market Trajectory (Outlook)
CompetitionCaptive
Outsource
ExternalRisk
Overall
Disaster
Ex-pat Acceptance
Bad Average Good
SAMPLE WORK PRODUCT
ECONOMIC INCENTIVES CURRENT CLIMATE
$3.5MOver 5 years
• Non-refundable tax credits $3.2M• Job training recently eliminated• Local assistance $0.3M
$5.75MOver 5 years
$4.9MOver 10 years
• Refundable tax credits $5.25M• Job training grant $0.2M• Local assistance $0.5M
• Refundable tax credits $4.5M• Job training grant $0.2M• Local assistance $0.2M
Assumes 350 net new jobs, $37,500 average wage
Average
Below Average
Competitive
Aggressive
OVERVIEW OF AVAILABLECONTACT CENTERS
3
8
22
3
35
2
2
2
59 Contact Centers
In Total
11 26 22Mountain
Time ZoneCentral
Time ZoneEastern
Time Zone
EL PASO TEXASLABOR MARKET PROFILE
• Competition is high with 9 large call centers and saturation at 2.44%.• 6 call centers employ over 1,000 CSR’s.• Saturation in El Paso remains well above the national average but the market remains strong.• Recent entrants into the local CSR market include Prudential and Schwab. • Locations to the North and Northwest of downtown El Paso should be considered as the labor
market stretches along the border.
10-yearworkforce
supply index
Call center saturation
Income to cost-of-living
ratio
Market
US
101.0
2.44%
1.05
100%
4%
1.00
out of one location
0%
0%
0%
High
Medium
Low
Risk Level
Model Ranking
1Market Commentary:
EL PASO TEXASLABOR MARKET PROFILE
Wages Overview: Market Profile:
Major Employers:
Dish Network Corporation
5.8% unemployed
Employed
Unemployed
Not in Labor Force
AT&T Inc.
Verizon Communications, Inc.
Local Average Start Rate
West Corporation
State Farm Insurance
Robert Half International Inc.
Aerotek
Local Average
U.S. Average
Total Workforce558,000
EL PASO TEXASLABOR MARKET PROFILE
