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New Survey Of Major U.S. Outsourcers Reveals High Intent To Change Vendors

Release date: 10/07/2008

Research Conducted by American Teleservices Association and DialAmerica
Underscores Desire for Vendors That Understand Business Needs

Indianapolis, IN (October 7, 2008) – A large percentage of U.S. businesses that outsource teleservices are likely to change their vendors in the coming year, according to a new survey conducted by the American Teleservices Association (ATA) and sponsored by DialAmerica.

In the survey, conducted last month among 24 major U.S. companies that outsource over $300 million in customer acquisition and customer care functions, 79 percent of respondents said they were very likely or somewhat likely to change their teleservices outsourcer in the next year. This high intent to change reflects a finding that only 18 percent of respondents were very satisfied with their most recent outsourced teleservices relationship.

“Businesses expect more from their outsource vendors,” said Tim Searcy, Chief Executive Officer, American Teleservices Association. Citing other results from the survey, Searcy explained, “They want outsourcers to fully understand their businesses, operate with complete regulatory compliance and, most importantly, serve customers with the highest degree of care and attention.”

Other key findings of the survey were these:

  • 94 percent said it was important that outsourcers have business experience in their industry sector.
  • 95 percent said it was important that outsourcers understand the rules and regulations of their industry.
  • 91 percent said it was important that outsourcers have an impeccable compliance record.
  • The number one concern in assessing the value of outsourced customer care programs – cited by 94 percent – was customer satisfaction.
  • 41 percent said they were very dissatisfied or somewhat dissatisfied with the performance of their off-shore teleservices vendor.

Corporations outsource teleservices for a wide variety of reasons, the survey found. These include lowering costs, reducing staffing, gaining access to skilled teleservices agents, conducting sales campaigns and providing customer care services. However, the number one reason to outsource teleservices – cited by 77 percent of respondents – is to enable companies to focus on their core business imperatives.

“Companies outsource functions so that they can devote internal resources to their highest priority initiatives,” said Arthur Conway, President and CEO, DialAmerica. “With teleservices, that typically means entrusting customer relationships to an outside entity – a step businesses will only take if they have complete confidence in the vendor providing an outsourced service.”

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. For more information, please visit www.ataconnect.org.

About DialAmerica:
DialAmerica, one 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.
For more information, please visit www.dialamerica.com.

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