Research Conducted by American Teleservices Association and DialAmerica
Documents Growing Satisfaction with Domestic Providers
New Orleans (October 6, 2009) – U.S. companies that outsource teleservices
shifted a substantial portion of their business from off-shore to domestic
providers over the past year. This move reflects a significant increase in
satisfaction with domestic teleservices firms, according to a new survey
conducted by the American Teleservices Association (ATA) and sponsored by
In the survey, fielded last month 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.
“Outsourcers increasingly appreciate the value that domestic teleservices
vendors can offer,” said Tim Searcy, Chief Executive Officer, American
Teleservices Association. “While satisfaction with off-shore outsourcers is also
improving, it significantly trails U.S. companies.”
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 of the survey were these:
· 52 percent of respondents say they plan to increase their teleservices program
next year; 40 percent say they expect to maintain their teleservices program
· Of those that plan a budget increase, 43 percent say it will be in the 10-20
percent range; 29 percent say their increase will be in the 20-30 percent range.
“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.”
About the American Teleservices Association
The American Teleservices Association (ATA) is the only non-profit trade
organization dedicated exclusively to the advancement of companies that utilize
contact centers as an integral channel of operations. ATA members include
companies with inbound or outbound contact centers, users of Teleservices,
trainers, consultants, and equipment suppliers who initiate, facilitate, and
generate telephone, Internet, and e-mail sales, service, and support. Founded in
1983, ATA represents more than 4,000 contact centers that account for over 1.8
million professionals worldwide.
DialAmerica, one of the nation’s largest teleservices companies, is recognized
for its expertise in providing comprehensive, cost-effective customer
acquisition and care solutions for consumer and business-to-business marketers.
Serving the marketing and fundraising communities for 50 years, DialAmerica has
a diverse portfolio of clients in multiple industry sectors, including financial
services, communications, healthcare, pharmaceutical, technology, travel and
leisure, consumer products, energy and others.