Asia Status Contact Centers Portugal 2007. Agenda High level results from Contact Centre Benchmark...
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Transcript of Asia Status Contact Centers Portugal 2007. Agenda High level results from Contact Centre Benchmark...
Asia StatusAsia Status
Contact Centers Portugal 2007
AgendaAgenda
High level results from Contact Centre Benchmark Study Published in January 2007 696 interviews of 1368 managers Study has been going since 1999 www.callcentres.net
Country by country snapshot
What is happening in Asia?
Contact Centre Contact Centre Industry Benchmarking Industry Benchmarking Study –Study –
Australia, New Zealand & Australia, New Zealand & Asia-Pacific ResultsAsia-Pacific Results
78%
89%
91%
27%
91%
92%
70%
94%
81%
22%
11%
9%
73%
9%
8%
30%
6%
19%
OVERALL (N=696)
Australia (N=140)
New Zealand (N=55)
India (N=107)
China (N=105)
Malaysia (N=98)
The Philippines (N=67)
Thailand (N=65)
Singapore (N=59)
In-house (captive) Outsourced
In-house (captive) versus outsourced contact centres
Where do they live?Where do they live?
Country Top 3 industries
OVERALL (N=696) Outsourced contact centre (22%), Manufacturing (10%), Gov’t (9%)
Australia (N=140) BFI (20%), Gov’t (20%), Outsourced contact centre (11%)
New Zealand (N=55) Gov’t (42%), BFI (11%), Telco/ Utilities (7%)
India (N=107) Outsourced contact centre (73%), Business Service (6%), IT (5%)
China (N=105) Manufacturing (37%), Telco/ Utilities (16%), Transport/ Freight (11%)
Malaysia (N=98) BFI (21%), Hospitality/ Tourism (18%), Retail/ Wholesale (14%)
The Philippines (N=67) Outsourced contact centre (30%), BFI (18%), Transport/ Freight (13%)
Thailand (N=65) Transport/ Freight (25%), Telco/ Utilities (14%), Retail/ Wholesale (14%)
Singapore (N=59) Outsourced contact centre (19%), BFI (15%), Telco/ Utilities (12%)
Industry breakdown
ProfilesProfiles
Country Seats 2006Seats 2007 (estimated)
2006-2007 Growth Rate
OVERALL 759,220 931,180 23%
Australia 180,000 198,000 10%
New Zealand 25,000 27,500 10%
India 270,000 312,500 16%
China 130,000 158,000 22%
Malaysia 28,000 37,000 32%
The Philippines 105,000 140,000 33%
Thailand 24,000 32,000 33%
Singapore 19,000 25,000 32%
Market size estimates by country
How big?How big?
25%
32%
31%
8%
17%
20%
21%
40%
39%
26%
21%
36%
20%
16%
33%
30%
34%
27%
16%
17%
11%
27%
23%
9%
7%
11%
14%
34%
29%
22%
45%
44%
38%
42%
15%
20%
OVERALL (N=696)
Australia (N=140)
New Zealand (N=55)
India (N=107)
China (N=105)
Malaysia (N=98)
The Philippines (N=67)
Thailand (N=65)
Singapore (N=59)
<20 seats 20-49 seats 50-99 seats 100+ seats
Mean Median
253 48
249 34
145 25
522 80
149 70
90 40
676 48
65 24
60 22
Number of seats per organisation
Seats per companySeats per company
72%
76%
75%
67%
71%
71%
54%
97%
63%
28%
24%
25%
33%
29%
29%
46%
37%
3
OVERALL (N=696)
Australia (N=140)
New Zealand (N=55)
India (N=107)
China (N=105)
Malaysia (N=98)
The Philippines (N=67)
Thailand (N=65)
Singapore (N=59)
Local International
Local versus international servicing
Servicing who?Servicing who?
64%
70%
67%
81%
42%
56%
57%
75%
66%
14%
12%
16%
22%
22%
13%
9%
11%
11%
9%
9%
19%
10%
14%
10%
8%
11%
7%
7%
8%
17%
11%
16%
15%
5 6
4
OVERALL (N=696)
Australia (N=140)
New Zealand (N=55)
India (N=107)
China (N=105)
Malaysia (N=98)
The Philippines (N=67)
Thailand (N=65)
Singapore (N=59)
Contact centre - phone Branch/ retail network
Contact centre - Web based/ Email Sales force
Mean % of customer contacts per channel
Voice is still kingVoice is still king
Country Mean costs ($USD*)
Annual Cost per Seat
Hourly Cost per Seat
Cost per Transaction
Australia (N=140) 124,248 33.19 2.76
New Zealand (N=55) 104,648 27.95 2.33
India (N=107) 15,872 4.24 0.35
China (N=105) 13,543 3.62 0.30
Malaysia (N=98) 34,779 9.29 0.77
The Philippines (N=67) 18,086 4.83 0.40
Thailand (N=65) 18,527 4.95 0.41
Singapore (N=59) 66,998 18.46 1.54
Cost per Seat and Optimised Cost per Transaction
*Information was collected in local currency and converted into US dollars with the following exchange rates:
Australia: 1 USD = 1.24 AUDNew Zealand: 1 USD = 1.41 NZDIndia: 1 USD = 44.74 INRChina: 1 USD = 7.82 CNYMalaysia: 1 USD = 3.55 MYRThe Philippines: 1 USD = 49.23 PHPThailand: 1 USD = 36.01 BHTSingapore: 1 USD = 1.55 SGD
CostsCosts
Country Mean annual base salary ($USD*)
Full-time agentsTeam Leaders/
SupervisorsContact Centre
Managers
Australia (N=140) 30,997 40,705 60,746
New Zealand (N=55) 25,661 34,824 55,102
India (N=107) 3,334 4,794 6,937
China (N=105) 2,558 3,780 6,106
Malaysia (N=98) 5,442 8,592 12,786
The Philippines (N=67) 3,348 5,470 9,665
Thailand (N=65) 3,656 6,336 11,222
Singapore (N=59) 13,677 21,476 34,203
Annual base salary of employees
*Information was collected in local currency and converted into US dollars with the following exchange rates:
Australia: 1 USD = 1.24 AUDNew Zealand: 1 USD = 1.41 NZDIndia: 1 USD = 44.74 INRChina: 1 USD = 7.82 CNYMalaysia: 1 USD = 3.55 MYRThe Philippines: 1 USD = 49.23 PHPThailand: 1 USD = 36.01 BHTSingapore: 1 USD = 1.55 SGD
SalariesSalaries
16
13
18
15
16
9
20
28
18
7
8
8
11
9
2
7
5
7
OVERALL (N=696)
Australia (N=140)
New Zealand (N=55)
India (N=107)
China (N=105)
Malaysia (N=98)
The Philippines (N=67)
Thailand (N=65)
Singapore (N=59)New recruits (training days prior to working in the centre)
Experienced agents (external/ internal classroom training days per annum)
Mean agent training days
TrainingTraining
10
8
8
15
11
8
11
10
8
OVERALL (N=696)
Australia (N=140)
New Zealand (N=55)
India (N=107)
China (N=105)
Malaysia (N=98)
The Philippines (N=67)
Thailand (N=65)
Singapore (N=59)
Mean days taken in sick leave per agent per annum
Unplanned absenceUnplanned absence
20%
16%
21%
38%
17%
18%
18%
15%
16%
21%
15%
11%
32%
29%
24%
24%
16%
21%
OVERALL (N=696)
Australia (N=140)
New Zealand (N=55)
India (N=107)
China (N=105)
Malaysia (N=98)
The Philippines (N=67)
Thailand (N=65)
Singapore (N=59)Full-time agents Part-time agents
Mean agent attrition
Staff turnoverStaff turnover
Country Mean scores
Average speed of answer
(seconds)
Average abandonment rate
(%)
First call resolution
(%)
Occupancy rate
(%)
OVERALL 20 8% 77% 78%
Australia 34 4% 77% 78%
New Zealand 22 6% 78% 72%
India 30 9% 67% 74%
China 7 12% 83% 84%
Malaysia 19 10% 73% 74%
The Philippines 26 10% 73% 75%
Thailand 12 9% 75% 79%
Singapore 29 6% 81% 74%
Key contact centre metrics
MeasuresMeasures
Country by CountryCountry by CountryThe big guns!The big guns!
IndiaIndia
POSITIVES Seen as the leader in
offshore location Educated population Room to expand Cheap!
NEGATIVES Cheap! Brand degradation Repeat calls Soaring human costs High staff attrition
PhilippinesPhilippines
POSITIVES Outstanding English
skills Educated population Good customer service
culture
NEGATIVES Over promising Unstable political and
social scene Trying to be everything
to everyone Lack of other
languages
ChinaChina
28,000
50,000
140,000
China Telecom
China Unicom
China Mobile
ChinaChina
POSITIVES Outstanding English
skills HUGE pent up
domestic demand Have money
Don’t always spend it the way we want them too
NEGATIVES Industry simply growing
too fast! 500,000 NEW seats in next 5
yrs
Difficult to enter MUST understand ‘face’
Time is the biggest weapon
Lack of English
MalaysiaMalaysia
POSITIVES Best mix of language
skills in Asia English is ‘passable’
Educated population Top level Govt support
NEGATIVES Best kept secret
They don’t know what they have
Need to understand Muslim culture
Limited human resource
Cyberjaya limited access to transport
What is happening in Asia?What is happening in Asia?
MovingMoving
Hong Kong pushing across to South China Shenzhen, Guangzhou, etc
Japan / Korea pushing across to North China Dalian
Singapore pushing across to South Malaysia Jahor Bahru
Many are using a ‘split’ approach
Indian outsourcers reaching into Philippines & China
LegalLegal
DNC lists growing Australia, India Under consideration by Hong Kong & Singapore
Privacy law confusion Who, where, how … Vicarious liability
Ownership & Control Ownership in China, Thailand, etc… Profit repatriation In house outsourcer catchments
UseUse
Telemarketing is growing into an epidemic China has 5m new mobiles EVERY MONTH!
Banks: 1 Inbound service agent = 2 Telesales agents 1 Inbound service agent = 1.2 Collections agents
Questions??Questions??
Asia StatusAsia Status
Contact Centers Portugal 2007