Presentation on theme: "Asia Status Contact Centers Portugal 2007. Agenda High level results from Contact Centre Benchmark Study Published in January 2007 696 interviews of 1368."— Presentation transcript:
Asia Status Contact Centers Portugal 2007
Agenda High level results from Contact Centre Benchmark Study Published in January interviews of 1368 managers Study has been going since Country by country snapshot What is happening in Asia?
Contact Centre Industry Benchmarking Study – Australia, New Zealand & Asia-Pacific Results
In-house (captive) versus outsourced contact centres Where do they live?
CountryTop 3 industries OVERALL (N=696) Outsourced contact centre (22%), Manufacturing (10%), Govt (9%) Australia (N=140) BFI (20%), Govt (20%), Outsourced contact centre (11%) New Zealand (N=55) Govt (42%), BFI (11%), Telco/ Utilities (7%) India (N=107) Outsourced contact centre (73%), Business Service (6%), IT (5%) China (N=105) Manufacturing (37%), Telco/ Utilities (16%), Transport/ Freight (11%) Malaysia (N=98) BFI (21%), Hospitality/ Tourism (18%), Retail/ Wholesale (14%) The Philippines (N=67) Outsourced contact centre (30%), BFI (18%), Transport/ Freight (13%) Thailand (N=65) Transport/ Freight (25%), Telco/ Utilities (14%), Retail/ Wholesale (14%) Singapore (N=59) Outsourced contact centre (19%), BFI (15%), Telco/ Utilities (12%) Industry breakdown Profiles
CountrySeats 2006 Seats 2007 (estimated) Growth Rate OVERALL759,220931,18023% Australia180,000198,00010% New Zealand25,00027,50010% India270,000312,50016% China130,000158,00022% Malaysia28,00037,00032% The Philippines105,000140,00033% Thailand24,00032,00033% Singapore19,00025,00032% Market size estimates by country How big?
MeanMedian Number of seats per organisation Seats per company
Local versus international servicing Servicing who?
Mean % of customer contacts per channel Voice is still king
Country Mean costs ($USD*) Annual Cost per Seat Hourly Cost per Seat Cost per Transaction Australia (N=140) 124, New Zealand (N=55) 104, India (N=107) 15, China (N=105) 13, Malaysia (N=98) 34, The Philippines (N=67) 18, Thailand (N=65) 18, Singapore (N=59) 66, Cost per Seat and Optimised Cost per Transaction *Information was collected in local currency and converted into US dollars with the following exchange rates: Australia: 1 USD = 1.24 AUD New Zealand: 1 USD = 1.41 NZD India: 1 USD = INR China: 1 USD = 7.82 CNY Malaysia: 1 USD = 3.55 MYR The Philippines: 1 USD = PHP Thailand: 1 USD = BHT Singapore: 1 USD = 1.55 SGD Costs
Country Mean annual base salary ($USD*) Full-time agents Team Leaders/ Supervisors Contact Centre Managers Australia (N=140) 30,99740,70560,746 New Zealand (N=55) 25,66134,82455,102 India (N=107) 3,3344,7946,937 China (N=105) 2,5583,7806,106 Malaysia (N=98) 5,4428,59212,786 The Philippines (N=67) 3,3485,4709,665 Thailand (N=65) 3,6566,33611,222 Singapore (N=59) 13,67721,47634,203 Annual base salary of employees *Information was collected in local currency and converted into US dollars with the following exchange rates: Australia: 1 USD = 1.24 AUD New Zealand: 1 USD = 1.41 NZD India: 1 USD = INR China: 1 USD = 7.82 CNY Malaysia: 1 USD = 3.55 MYR The Philippines: 1 USD = PHP Thailand: 1 USD = BHT Singapore: 1 USD = 1.55 SGD Salaries
Mean agent training days Training
Mean days taken in sick leave per agent per annum Unplanned absence
Mean agent attrition Staff turnover
Country Mean scores Average speed of answer (seconds) Average abandonment rate (%) First call resolution (%) Occupancy rate (%) OVERALL 208%77%78% Australia 344%77%78% New Zealand 226%78%72% India 309%67%74% China 712%83%84% Malaysia 1910%73%74% The Philippines 2610%73%75% Thailand 129%75%79% Singapore 296%81%74% Key contact centre metrics Measures
Country by Country The big guns!
India POSITIVES Seen as the leader in offshore location Educated population Room to expand Cheap! NEGATIVES Cheap! Brand degradation Repeat calls Soaring human costs High staff attrition
Philippines POSITIVES Outstanding English skills Educated population Good customer service culture NEGATIVES Over promising Unstable political and social scene Trying to be everything to everyone Lack of other languages
China 28,000 50, ,000 China Telecom China Unicom China Mobile
China POSITIVES Outstanding English skills HUGE pent up domestic demand Have money Dont always spend it the way we want them too NEGATIVES Industry simply growing too fast! 500,000 NEW seats in next 5 yrs Difficult to enter MUST understand face Time is the biggest weapon Lack of English
Malaysia POSITIVES Best mix of language skills in Asia English is passable Educated population Top level Govt support NEGATIVES Best kept secret They dont know what they have Need to understand Muslim culture Limited human resource Cyberjaya limited access to transport
What is happening in Asia?
Moving Hong Kong pushing across to South China Shenzhen, Guangzhou, etc Japan / Korea pushing across to North China Dalian Singapore pushing across to South Malaysia Jahor Bahru Many are using a split approach Indian outsourcers reaching into Philippines & China
Legal DNC lists growing Australia, India Under consideration by Hong Kong & Singapore Privacy law confusion Who, where, how … Vicarious liability Ownership & Control Ownership in China, Thailand, etc… Profit repatriation In house outsourcer catchments
Use Telemarketing is growing into an epidemic China has 5m new mobiles EVERY MONTH! Banks: 1 Inbound service agent = 2 Telesales agents 1 Inbound service agent = 1.2 Collections agents