Teleservices Business Increases Stateside in 2009
At the 2009 American Teleservices Association (ATA) Annual
Convention that took place October 4-7 in New Orleans, the ATA
and DialAmerica announced the results of their annual survey
"What are Outsourcers Looking for Now?" We hope you enjoy the
article below that details the results of the survey.
U.S. companies that outsource teleservices have been shifting a substantial portion of their business from off-shore to domestic providers over the past year. A recent survey
conducted by American Teleservices Association (ATA) and sponsored by DialAmerica is showing a growing satisfaction with domestic teleservices providers.
In the survey, fielded in September 2009 among 27 major U.S. companies that outsource over $300 million in customer acquisition and customer care functions, 44 percent of respondents said they only used domestic teleservices vendors, a jump from 28 percent a year earlier. Consistent with this shift, respondents that said they utilized a combination of domestic and international teleservices vendors dropped from 71 percent in 2008 to 48 percent in 2009.
Overall satisfaction with teleservices providers rose year over year. Respondents who said they were "very satisfied" with their most recent teleservices relationship increased from 18 percent in 2008 to 25 percent in 2009. Combining "very satisfied" and "somewhat satisfied" responses revealed an overall improvement in satisfaction from 83 percent in 2008
to 92 percent in 2009.
However, satisfaction with off-shore vendors rose more modestly in the ATA survey. "Very satisfied" respondents increased from 6 percent to 12 percent from 2008 to 2009,
while "somewhat satisfied" respondents increased from 53 percent to 59 percent.
Accompanying the greater satisfaction levels in the survey, respondents indicated they were less likely to change their teleservices vendor relationship in the coming year. Only twenty-four percent said they were "very likely" to change, compared with 32 percent in last year's survey.
Other key findings include:
52 percent of respondents say they plan to increase their teleservices program next year; 40 percent say they expect to maintain their teleservices program next year.
- 52 percent of respondents say they plan to increase their teleservices program next year; 40 percent say they expect to maintain their teleservices program next year.
Providing superior customer care is a goal of virtually every brand. But there's a cost to delivering a high service level. There are ways to moderate this cost, however, through efficient operations and business practices.
It's gratifying to see growing confidence in domestic teleservices firms," said Arthur Conway, President and CEO,
DialAmerica. "Companies increasingly recognize the importance of industry sector experience, training, security, compliance and strategic program management when they
outsource a business function."