Around the world in 80 minutes

Philip Cohen Sweden

• Our history

• Global overview

• Major components

• New media

• Consumer perception• Consumer perception

• Legislations: self regulation

• Offshore

Our history

1908 – Telesales

1960 – Ford case

1969 – Telemarketing

1991 – Call center

2000 – Contact center / teleservices2000 – Contact center / teleservices

2008 – 100 years since it all started!

• Technology: supports processes / people

• Processes

• People

3 major components

• ACD

• CTI

• Dialler

• Interactive voice response, IVR

• Speech recognition

Technology

• Speech recognition

• Workforce management systems

• IP-telephony

• Client – center – consumer / customer

• Database

• Automation: self-service – live agent

• Strategy

Processes

• GEAC – General Electric Answer Center

• First Direct

• 3M UK

• DialAmerica

Strategy

• “Contact centers are people business –

people wanting to talk with other people”

• Agent – profile

– supply

• Supervisor / team leader – key role

People

• Supervisor / team leader – key role

• E-mail: Internet

• Not a replacement for telephone – a new channel – consumer choice

E-media

Not positive if it works: negative if it does not

• Queues

• Menus – “rule of three”

• Music

Consumer perception

• Music

• First Call Resolution

Legislation

• Data protection

• Do Not Call-lists (DNC)

• Right to cancel

Self-regulation

Legislation: self-regulation

Self-regulation

• National rules

• International Chamber of Commerce (ICC)

- www.iccwbo.org / Marketing & advertising / Consolidated ICC Code

(Spanish pdf)

• English-speaking

• Spanish-speaking

Trend: Offshore outsourcing

15 factors to consider, incl.

• Technology: quality / cost

• People – cost

quality: education / language

• Legislation

Offshore comparisons

• Legislation

(Property; time-zones; climate; accessibility, etc.)

Compare like with like, example

Lima Bogota Panama Guatemala Dom. Rep Santiago

CC Agent 314 304 350 390 363 494

(USD/mth)**n/a 750 625 450 380 1000

Office

Offshore comparisons

Office Rental 16,0 23,3 22,5 21,5 ? 21,7USD/m2/mth

Total costper hour ? ? ? ? ? ?

* Advertised gross salary, job search engines

** Figures from AT Kearney

NB. Figures not accurate; do your own research!

• Is your target market (Hispanic) US – or other Hispanic countries?

- 45 million Hispanics in US

- 440 million Spanish-speaking globally

• Commission a report

• Start a newsletter

Offshore – market/marketing

• Start a newsletter

Contact details

Philip Cohen

Philip Cohen Consultant AB

Stationsgatan 3

SE-931 31 Skelleftea

SwedenSweden

Phone: +46 910 776699

E-mail: philco@philipcohen.se