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n 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 Banking example Source: BCG modeling。 online research。 BCG analysis EXPERT OPINIONS REVEAL A MARKET OF 145,000 IN 2023 “ Fast development is expected to continue in the next five years. I believe that call centers seats will grow at 30% a year for the next five years (which means 145,000 in 2023)” Director, CTI Forum “Compared to 1999, in 2023 call center seats increased by 142%, or 16,000 seats” China Computer News “In the next three years, we project that call center seats will double. It?s our conservative estimate.” Manager of Business Development Dept, Huawei Source: BCG interviews 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 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。 online research。 China Statistics Yearbook 1998 99 2023 01 04 10 REDUCING TELECOM CHARGES WILL BOOST FIXEDLINE ADOPTION Backup Competition pushes further tele reduction Most alternatives at least 50% cheaper ? IP, inter phone call, “call back” services … Ministry determined to further reduce tele charges ? “Current tele charge still does not reach its optimum stage yet” Minister of MII Tele reduction projection Phone peration per 1000 Deflated price index(1) 11 131622324763881131451611791982203001991 1992 1993 1994 1995 1996 1997 1998 1999 2023 2023 2023 2023 2023 2023Phone line per 1000 people Year (1) Price deflated by GDP index Source: China Tele Charges Policy Book。 Datamonitor。 OECD。 China Statistics Yearbook。 Jarding Fleming Research。 Huateng Software 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 CC MERELY A BUSINESS PRACTICE BEFORE 1997 High tele charge Low phone peration Weak service attitude Widespread industry monopoly Commercial CC less than 10,000 seats in 1997(2) Phone c