【文章內(nèi)容簡(jiǎn)介】 rtHealthcareUtilitiesRemote shoppingSecuritiesAirlineTechnologyManufacturingInsuranceBankingTeleOur months interviews have well covered the above industriesSource: Datamonitor。 Interviews。 online research。 expert opinions。 Wiseway analysis20CC MARKET ROUGHLY SEGMENTED INTO FOUR CATEGORIESAccording to Area of CC Usage, and Willingness to Outsource Selected industry examplesWillingness to outsourceHighLowServiceorientedOutsourcingGeneric serviceAdmindrivenSecuritiesHome applianceComputer/technologyCourier servicePublicationTV sellingMessagingTravelSimple order takingPagingTeleInsuranceBankPost serviceCommunity serviceUtilityCore area Noncore areaArea of CC usage21THREE CRITERIA TO DISTINGUISH CORE AND NONCORE AREAIndustryCore Area? Securities? Courier service? Computer/technology“Grey Area”? Home appliance? Banking? Insurance? Publication? Tele? TravelingNoncore Area (generic)? Paging service? Messaging? TV selling? UtilitiesFunctionality ? Technical assistance? Aftersales service? Customer plaint settlement? Sourcing/supplier coordination ? Customer inquiry settlement? Telemarketing? Message delivering? Simple order takingCall Center’s impact to overall business Core: When CC function is critical to the performance of the industryConfidentiality requirement Core: If the industry/functionality mands strict confidentialityCall Center operational plexity Core: If operating CC in this industry requires great sophisticationCriteriaMany industries have both core and noncore areasBackup22MANAGEMENT AND OWNERSHIP STRUCTURE AFFECT WILLINGNESS TO OUTSOURCEConsiderationsOwnership structureCompany sizeCompetitionManagement sophisticationReasons? SOEs consider economics less and “management authority” more Prefer to build inhouse in order to increase management power and assets? Call Center investment is less significant to large panies. Also, their agents’ needs can justify a sizable inhouse operation? Monopolized industry tends to be admindriven, or to disregard CC solution totally? Poorly managed panies/industries see much less value of call centers to their business improvementSOE(1)LargeMonopolized industryPoorly managedPrivately owned foreign investedSmalltomediumMarketdriven, peting industryWell managedLess willing More willing(1) SOE = Stateowned enterpriseBackup23AGENDA Executive Summary Call Center Business? Market Overview? CC Customer Segmentation Inhouse users Outsourcers? Demand? Customer? Economics? Competition? Remendations Success business model Partnering strategy ECommerce Market OverviewTCI Tianjin? Current Situation Analysis? Remendations24ADMINDRIVEN SEGMENT: MOST IMPORTANT FOR NOWHigh % in total new CC demand Driven by “Pillar industries”Demand surged in a group of China’s important industries since 1999, aiming to improve service level? Bank? Post service? Fixedline tele? InsuranceRequired mostly midtohigh end call center solutions (Nortel, Lucent, IBM, Huawei…)? Big, monopolized, profitable corporations? High cost of failure? Budget approval from above? Often in conjunction with structural reform of new CC seats (’000)YearAdmindriven Total new demandAdmindriven66%76%62%Source: Wiseway modeling25HOWEVER DEMAND EXPECTED TO FLUCTUATE IN THE FUTUREUnderlying ReasonsAdmindriven segment orders e in batches? Call center construction proposal often initiated by governmentcontrolled corporate headquarters, or even ministries? Branch panies required to plete call center construction within similar period of timeAdmindriven corporations tend to overinvest? Branch offices incentivized to use up the budget advised by headquarterHowever few admindriven industries are expected to invest in call centers for the following years? Only two industries expected: utility and rail transportation of new call center seats (’000)YearBanking exampleSource: Wiseway modeling。 interviews, literature researchAdmindriven26UNIQUE THREETIER DECISION MAKING PROCESSSystem Integrators Should Put Efforts to AllTopdown initiativesAdvocate improving service standard? Make “service facilities” an evaluation criteria? May suggest call center as an optionDetermine rolling out call centers in the corporation Raise a list of remended system integrators? Present the list to branch paniesSet a budget for different branch paniesDecide call center size and sophistication based on corporate budgetNegotiate and select a system integrator mostly suitable to the branch’s requirementsSI should pay attention to Ministry’s recent service improvement incentiveMinistrySI should approach promising corporate headquarters in advance to get the name on the listCorporate headquarterSI should put most efforts to influence branch pany’s selectionProvincial/regional branchesAdmindriven27OUTSOURCING ALMOST NEVER AN OPTION FOR ADMINDRIVEN COMPANIES Outsourcing is not considered an option for CC adoption at corporate level? Worried about unforeseeable consequences? Money saving is not a priority for these big, monopolized SOEs? Unable to distinguish different conditions in different geography some areas don’t have satisfactory outsourcers Politically risky for branch managers to be “creative”? If using outsourcers, branch managers have to bear all responsibilities potential for failure is considerable? CC construction budget would be in vain if not used up while outsourcing budget needs to be reported for upper approval? And … the money is not mine Only exception is Guangzhou Mo