【文章內(nèi)容簡(jiǎn)介】 Inhouse users Outsourcers ? Demand ? Customer ? Economics ? Competition ? Remendations Success business model Partnering strategy ECommerce Market Overview TCI Tianjin ? Current Situation Analysis ? Remendations CHINA CC USER BASE VERY DIFFERENT FROM . Selected industry explanation Tele ? China tele call center investment is still quite government driven. To promote “189” service line, MII demand call center at each city/county level Manufacturing ? Manufacturing CC usage still not widely adopted yet. Most stateowned panies are unwilling and unable to invest in service Remote shopping ? Although remote shopping is the biggest CC user in the US, it?s merely the case here because of inconvenient payment, credit and delivery system. Also, shopping convenience in metropolitan area and general poor consumption power make remote shopping economically unsound 49%15%15%8%9%3%8%7%4%8%16%6%5%10%13%4%3%3%2%1%3%3%3%2%Others Outsourcing Security TV selling News media Airline Computer/Tech Manufacturing Post service Insurance Banking Mobile Fixedline Tele China US Others Outsourcing Transport Healthcare Utilities Remote shopping Securities Airline Technology Manufacturing Insurance Banking Tele Our months interviews have well covered the above industries Source: Datamonitor。 Interviews。 online research。 expert opinions。 BCG analysis CC MARKET ROUGHLY SEGMENTED INTO FOUR CATEGORIES According to Area of CC Usage, and Willingness to Outsource Selected industry examples Willingness to outsource High Low Serviceoriented Outsourcing Generic service Admindriven Securities Home appliance Computer/technology Courier service Publication TV selling Messaging Travel Simple order taking Paging Tele Insurance Bank Post service Community service Utility Core area Noncore area Area of CC usage THREE CRITERIA TO DISTINGUISH CORE AND NONCORE AREA Industry Core Area ? Securities ? Courier service ? Computer/technology “ Grey Area” ? Home appliance ? Banking ? Insurance ? Publication ? Tele ? Traveling Noncore Area (generic) ? Paging service ? Messaging ? TV selling ? Utilities Functionality ? Technical assistance ? Aftersales service ? Customer plaint settlement ? Sourcing/supplier coordination ? Customer inquiry settlement ? Telemarketing ? Message delivering ? Simple order taking Call Center?s impact to overall business Core: When CC function is critical to the performance of the industry Confidentiality requirement Core: If the industry/functionality mands strict confidentiality Call Center operational plexity Core: If operating CC in this industry requires great sophistication Criteria Many industries have both core and noncore areas Backup MANAGEMENT AND OWNERSHIP STRUCTURE AFFECT WILLINGNESS TO OUTSOURCE Considerations Ownership structure Company size Competition Management sophistication Reasons ? 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 improvement SOE(1) Large Monopolized industry Poorly managed Privately owned foreign invested Smalltomedium Marketdriven, peting industry Well managed Less willing More willing (1) SOE = Stateowned enterprise Backup AGENDA 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 Overview TCI Tianjin ? Current Situation Analysis ? Remendations ADMINDRIVEN SEGMENT: MOST IMPORTANT FOR NOW High % 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 ? Insurance Required 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 1998 1999 2023 of new CC seats (?000) Year Admindriven Total new demand Admindriven 66% 76% 62% Source: BCG modeling HOWEVER DEMAND EXPECTED TO FLUCTUATE IN THE FUTURE Underlying Reasons Admindriven 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 time Admindriven corporations tend to overinvest ? Branch offices incentivized to use up the budget advised by headquarter However few admindriven industries are expected to invest in call centers for the following years ? Only two industries expected: utility and rail transportation 0 . 61 . 51 . 92 . 31 11998 1999 2023 2023 2023 2023 of new call center seats (?000) Year Ban