The Worldwide Teleservices Outsourcing Market: Analysis & Forecast, 2003-2004.Complete Table of Contents About TMC TMC Technology Marketing Corporation (Norwalk, Connecticut) TMC Texas Medical Center (Houston, TX) TMC Traffic Message Channel TMC The Movie Channel TMC Traffic Management Center Research Report Methodology Acknowledgments Introduction To The Industry History and Evolution of the Industry Telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. Sales Rule Compliance Guidelines guidelines, n.pl a set of standards, criteria, or specifications to be used or followed in the performance of certain tasks. Contact Information for State Do Not Call Lists Teleservices Agencies Chapter 1--Experience & Partnerships Industry Experience Private vs. Public Partnerships, Domestic Partnerships, International Mergers & Acquisitions Industry Association Membership Chapter 2--Size and Locations of Teleservices Agencies Size of Teleservices Agencies Teleservices Agencies by # of Locations, U.S. Teleservices Agencies Locations--Inbound, Outbound out·bound adj. Outward bound; headed away: outbound trains. Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" , Blended and Multimedia, U.S. Teleservices Agencies by # of Locations, Int'l Teleservices Agencies Locations--Inbound, Outbound International Chapter 3--Site Selection Plans for New Locations Plans to Work with an Economic Dev. Agency Factors Influencing Site Selection Site Selection Decision Makers Chapter 4--Capacity & Function of Teleservices Agencies Minimum Number of Hours for Test Teleservices Agencies by Call Center Function Number of Workstations--Inbound, Outbound, Blended, Multimedia Operational Capacity Chapter 5--Technology Installed Technology ACDs, Skills-based Routing, PBXs, Recording/Monitoring Systems, Headsets, CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. , Workforce Management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. , Predictive Dialers An automatic telephone dialing system that dials from a list of numbers and turns the call over to an agent when a human responds. It increases productivity in a call center, because the agents can spend their time talking rather than waiting for calls to go through as well as hanging up , IVRs, Speech Recognition Software, E-learning, Simulation Software Simulation software is based on the process of imitating a real phenomenon with a set of mathematical formulas. It is, essentially, a program that allows the user to observe an operation through simulation without actually running the program. , Data Analytics, Ergonomic ergonomic - Concerning ergonomics or exhibitting good ergonimics. Workstations, UPS/Backup Generators, Authentication (1) Verifying the integrity of a transmitted message. See message integrity, e-mail authentication and MAC. (2) Verifying the identity of a user logging into a network. Products, Web-enabling Technologies, Chat, Web Callback The initiation of a call to a call center from a Web page. The user clicks a button on the page, and the response can be processed in several ways: (1) it can link the customer to a form that is filled out to schedule a callback, (2) it can generate an Internet telephony connection , E-mail, Video Technologies, Technology Budget Chapter 6--Services Offered Areas of Differentiation Activity B-to-C, B-to-B Types of Services Provided to Clients Vertical Markets Web-based Services Chapter 7--Operations Dedicated vs. Shared Environments Responsibilities for Telephony Meaning "sound over distance," it refers to electronically transmitting the human voice. In the beginning, telephony dealt only with analog signals in the circuit-switched networks of the telephone companies. Costs Responsibilities for Desktop Applications/Database Service-Levels & Metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. for Inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound Operations Chapter 8--Workforce Company Size (# of Employees) Agent/Supervisor Ratio by Function Language Skills Average Ages--Agents, Managers Education Levels--Agents, Managers Turnover Rates--Agents, Managers Training Methods--Length, Frequency of Agent Training Chapter 9--Sales & Marketing Strategies Sales Team Organization Methods of Creating Brand Awareness Marketing Budgets Chapter 10--Clients & Applications Company Clients by Industry Top Applications Performed by Agencies Chapter 11--Pricing Industry Averages--Inbound B-to-C, Inbound B-to-B, Outbound B-to-B, Outbound B-to-C Warranties/Service-Level Agreements Average Length of Contract Chapter 12--Corporate Financial Info Revenue for the Last Fiscal Year Growth Rate Chapter 13--Challenges Facing Teleservices Agencies Major Challenges Off-Shore Challenges Obstacles to Hiring Methods Used to Recruit and Hire Agents Methods Used to Retain Agents Most Serious Challenges with Maintaining Customer Satisfaction Chapter 14--Legal Compliance Procedures Impact of Outbound Calling Restrictions Average Number of Outbound Calls per Day Average Length of Outbound Calls Technologies Used for Compliance Compliance Costs Legal Impact on Agencies Sources of Compliance Information Trends And Forecasts Forecast Growth in Outsourced Teleservices Use by Vertical Forecast for Growth in Teleservices Agencies Applications Leading Trends for the Next Five Years Teleservices Agencies Profiles Enterprise Profiles For Enterprises That Do Not Outsource (Maintain In-House In-house In the context of general equities, keeping an activity within the firm. For example, rather than go to the marketplace and sell a security for a client to anyone, an attempt is made to find a buyer to complete the transaction with the firm. Call Center) and Enterprises That Outsource & Maintain an In-House Call Center GENERAL BUSINESS INFORMATION Number of Company Locations in U.S. Number of Employees in U.S. Number of Locations Internationally Number of Employees Worldwide Average Age of Enterprise Annual Revenue Direct Marketing Budget Annual Call Center Budget Primary Area of Business IN-HOUSE CALL CENTER FUNCTIONS Call Center Needs--B-to-B, B-to-C Type of Call Center Marketing Years of Operation of In-House Call Center Number of Agents (Full-Time, Part-Time) Number of Workstations Type of Call Center Activities VIEWS ON OUTSOURCING (1) Contracting with outside consultants, software houses or service bureaus to perform systems analysis, programming and datacenter operations. Contrast with insourcing. See netsourcing, ASP, SSP and facilities management. Potential Motivators to Outsource Reasons for Not Outsourcing Plans for Outsourcing in Next 12 Months (Domestically & Internationally) Methods for Researching Outsourcers Members of the Outsourcing Decision Making Team Final Decision Maker for Outsourcing Interest in Off-Shore Outsourcing Regions of Interest for Off-Shore Outsourcing LEGAL COMPLIANCE PROCEDURES Do do-not-call Laws and Outbound Calling Restrictions Affect Business? Are You in Favor of upon the side of; favorable to; for the advantage of. See also: favor FTC/FCC National Do-not-call List? Will a National Do-not-call List Will Have a Negative Impact on Business? Concerned That a National Do-not-call List May Not Pre-empt pre·empt or pre-empt v. pre·empt·ed, pre·empt·ing, pre·empts v.tr. 1. To appropriate, seize, or take for oneself before others. See Synonyms at appropriate. 2. a. State Laws Length Technologies In Place to Comply With Outbound Call Restrictions Annual Cost to Comply With Do-not-call Restrictions Have Been Fined by State or Federal Authority for Violation Associated With Telemarketing Methods Used to Comply With DNC DNC Democratic National Committee DNC Democratic National Convention DNC Do Not Call DNC Delaware North Companies DNC Domain Name Commissioner DNC Direct Numerical Control DNC Do Not Change DNC Does Not Compute DNC Digital Nautical Chart Laws Considering Purchasing Technology to Comply With DNC Laws Amount Willing to Pay for Compliance Technology Concerns With Currently Available DNC Tools Methods Used to Stay Current on Telemarketing Legal Issues OUTSOURCING BUDGETS Budget for Outsourcing Call Center Functions Planned Budget Increase for Next 12 Months Reasons for Increasing Outsourcing Budget OUTSOURCING ACTIVITIES Reasons for Outsourcing Call Center Functions Factors Influencing Decision to Outsource Members of Outsourcing Decision-Making Team Final Decision Maker for Outsourcing Number of Outsources Currently Using Percent Using Pay-for-Performance Outsourcers Percent of Companies Planning to Keep Current Outsourcers in Next 12 Months Percent Considering Using Other Outsourcers in Next 12 Months Percent That Would Consider Using a Different Outsourcer if They Offered Pay-for-Performance Satisfaction Levels for Current Outsourcers Call Center Functions Currently Outsourced Satisfaction Levels for Current Outsourcers' Business Processes Importance of Types of Technologies of Outsourcers by Availability Importance of Types of Technologies of Outsourcers by Brand OFF-SHORE OUTSOURCING PRACTICES Interest in Off-Shore Outsourcing Regions of Interest for Off-Shore Outsourcing Areas of Off-Shore Outsourcing Plan to Continue Off-Shore Outsourcing Concerns About Off-Shore Outsourcing Order Now at www.tmcnet.com/research. 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