1| 2013 NIB/NAEPB National Conference and Expo

2 TeleServices Marketplace Expectations Ruth M. O’Brien

3| 2013 NIB/NAEPB National Conference and Expo 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 Global Industry Analysts Common Terms  Outsourcer  BPO (Business Process Outsourcer)  Contact or Call Center Vendor or Partner  TeleServices Vendor or Provider  Service Provider

4| 2013 NIB/NAEPB National Conference and Expo 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

5| 2013 NIB/NAEPB National Conference and Expo 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

6| 2013 NIB/NAEPB National Conference and Expo NIB Agency Inbound Services 6 Multi channel support includes; telephone, chat, web, text and . 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

7| 2013 NIB/NAEPB National Conference and Expo 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

8| 2013 NIB/NAEPB National Conference and Expo NIB Agency Work Types Source: TWG Survey Agencies Responded

9| 2013 NIB/NAEPB National Conference and Expo How is Your Agency Positioned to Compete? – Conduct a Self Assessment

10| 2013 NIB/NAEPB National Conference and Expo Resources  General Outsourcing and Contact Center Information/Newsletters  Outsourcing Institute -  International Customer Management Institute (ICMI) -  Call Center Networking Group (CCNG) – National and Local Chapters –  International Customer Service Association (ICSA)  Contact Center Pipeline -  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

11| 2013 NIB/NAEPB National Conference and Expo Contact Ruth M O’Brien Contact Center Consultant (480)