Most popular FESCO customer service center manager

2022-09-22
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Seaman, manager of FESCO customer service center: the employer looks at the Chinese service outsourcing market environment

once again, I thank Mr. Chen Zhemin for bringing us a wonderful speech and briefly introduce myself. I am seaman from fesc0, a foreign enterprise. I have been engaged in the mobile business of call centers since 1998. I was in Singapore at that time, returned to China in 2003, and engaged in it level software outsourcing in 2004, In 2006, through the association, we promoted the China call center association to the Asia Pacific and international, basically. I'm sharing with you today about China's service outsourcing market environment from the perspective of the employer

very simple, three in one, service outsourcing digital reference. Let's discuss the driving factors of service outsourcing together. In addition, I will focus on the conditions of China's investment in the service outsourcing market from the perspective of an American customer

after reviewing with you, I will expand this extension today. BPO not only refers to the outsourcing of call centers, but also refers to the content of some industries outsourced by call centers just mentioned by Mr. Chen. In terms of function, I use yellow to mark it, which basically involves the outsourcing business of call centers. In addition, you may also see that the outsourcing of human resources, HIO, CIO and knowledge base management is also covered in the whole field of service outsourcing. In addition, from the perspective of industry deployment, as long as services are involved, they will be classified in the BPO industry

share a set of data, which should be from IDC. In 2009, the global BPO market size was $119 billion. From the market forecast, it will reach a development rate of $172 billion by the end of three years, and the compound annual growth rate will reach 9% or even higher. We can see the trend chart here. 2006 was a peak. After 2008, the financial crisis was severely hit, and global outsourcing had a trough with the decline of economies in various countries. 2009 slowly began to slow down again, and this year is in a good direction

here is a group of global outsourcing and outsourcing consulting professional consulting companies. They gave a group of data. This is based on the comparison between last year and the same period in the first half of the previous year. The list with an amount of more than $25million has accounted for more than 10% of the market share since 2008, which fell to 5% last year. Large customers have been split into small orders by the employer and distributed to contractors around the world. Let's see that HP, Siemens and other top five outsourcing companies in the world are mentioned here, which together account for 1% of the market share. In fact, Chinese enterprises and institutions account for a certain proportion here, and I didn't get the exact number. In fact, this subcontracting situation has been blooming in China and even in other parts of the world since 2004. It should be said that India will have more lists assigned to China. In this, I especially mention Yuanxun. We will have a very close cooperation with Yuanxun in the 2008 Olympic Games. Yuanxun will subcontract most of the IT services for the 2008 Olympic Games. The cooperation between Yuanxun and me is not very good. In terms of large employers, their operating experience in call centers, outsourcing or IT outsourcing may not be comparable to that of local operators. For example, E-Party or our local companies, such as Neusoft this morning, I heard many peers in the industry comment that Neusoft's speech this morning is very professional. For example, Neusoft is similar to its experience in IT outsourcing, and the background of localization is far higher than that of Yuanxun global company. This is also a pre and post condition for many customers who come here to send parcels and for the employer to choose suppliers in China

here is a brief share of India. Why do you mention India? Because here is a group of figures that I want to mention in particular. This data is what I found on Gartner. It is estimated that the development trend of domestic outsourcing in 2013 will increase by 19%. Compared with China, the proportion of market outsourcing is far higher than expected. The 1A type multipurpose sample with end tabs removed from the standard sample in ISO is higher than expected. It is also emphasized here that compared with China, the Philippines and India in Asia, China's outsourcing advantage is relative to its market advantage. The advantage of the Philippines will be more in its personnel advantage. They have a very large labor market that can speak English and have certain professional quality, and this market reserve is also very large. Recently, you may also see that the Mendoza incident has also brought certain hidden dangers to the outsourcing market in the Philippines. Will some outsourcing orders flow to China or other countries in Asia

in terms of industry trends, I simply want to communicate with you to emphasize the continuous maturity of BPO business from service providers. We mentioned that domestic service providers not only do domestic market outsourcing, but also do some overseas outsourcing. It is booming in Jiangsu and Zhejiang, and some foreign pharmaceutical industries outsource their businesses, such as relevant data entry and preliminary data analysis of test sheets. A large number of outsourcing in the pharmaceutical industry will be concentrated in Jiangsu and Zhejiang, and this momentum is also developing rapidly

in addition, I will emphasize here that from the perspective of Europe and the United States, especially India, will think that Asia's offshore outsourcing will become a global focus in the near future. From the views of our association and even some research institutions in the industry, China does not have a very strong advantage in offshore outsourcing. On the contrary, China has great potential in this market. In terms of time, I don't have any more figures to show you

here are the top ten obstacles affecting service outsourcing in the service outsourcing industry and the top ten driving factors for a more successful service outsourcing. Here you can see, in fact, the success factors marked red are basically marked red at present. From the perspective of obstacles, only three are black, some objective and resource related factors. The other six factors, accounting for about 80%, will be related to people. Here I would like to emphasize that China is a country with a vast territory and abundant resources, with a population of more than one billion, and its economic development in the past five to ten years is obvious to all in the world. Such a large talent reserve and talent base in China have been provided with a very good personnel base and a reserve of resources by foreign contractors and domestic contractors

this picture is based on the cost analysis of an industry in the United States. From left to right, it can be operated offshore, from low to high. Vertical is reflected in value, but if we talk about the difficulty, that is, the difficulty of service outsourcing should be from top to bottom. In fact, from the perspective of document outsourcing, it should be the highest in all industries. From the left, outsourcing in aerospace, electronics, steel and chemical industry is more likely. Why do I say that it will be larger vertically, because I am engaged in IT outsourcing. From the perspective of customers' dependence on you, if we say software outsourcing, once they sign with you, the rate of re signing is very small. He is very dependent on you, that is to say, as our service provider, the stickiness with Party A is very strong. Unless you have a very big problem, he will generally renew the contract with you. Later, I will share with you a case between us and Microsoft in China's outsourcing industry, especially call sales

this picture wants to communicate with you about two points. One is that the region is on a global scale, which is not reflected in the way of a world map. You can see from the big circle that in terms of mental work, the larger the circle, the higher the requirements for intelligence and professional level. China and India are the two largest red circles, and Mexico and the Philippines are second only to China and India. In terms of personnel attraction, from a global perspective, everyone has always held a very positive attitude towards China and India. Geographically speaking, we know that when choosing offshore or even location, we should first consider the political stability and infrastructure. I don't know whether you often travel to European countries or even France. Sometimes when you live in a hotel, the Internet speed is very slow. Sometimes the Internet is broken. It is found that it is broken in the process of use. You can connect after 10 minutes of local customer service. For example, a customer stayed in a hotel and got through with this. He said that after waiting for another four days, that person could really help him solve his network problems

in terms of personnel, China actually lags behind the Philippines and India in terms of English. Even some American Hollywood films are disdaining India's accented English, but they are better in English expression than China. There are many post-80s people who come back from abroad to look for opportunities at home. These people can become real talents in service outsourcing. It may take years to reach the proficiency level of the Philippines, which is my personal view

all the records in this are true. This is some of the views I put forward after communicating with a CEO who has been engaged in service outsourcing in the United States for 15 years. I won't go into details here one by one. He is at the forefront. Why did he choose service outsourcing in China? He wants to invest in a service outsourcing enterprise in China. First, the government's support is important. Second, high-quality labor. When choosing personnel, he will consider these resources of labor force and some support from supporting universities. In fact, the price of the labor market is no longer so sensitive in China. What I mean by sensitivity is not that it no longer becomes a major industry factor. Why? With the maturity of China's service outsourcing market and the improvement of China's ability to operate these projects in the field of service outsourcing, China's professionalism has been far better than labor costs. In addition, he also mentioned the challenges faced by secondary cities, such as being closer to customers, which are some of the problems they face next

next, let's take a look at which companies from the employer will consider investing in China and will consider taking these lists to China. First of all, some highly competitive companies. Why do I put English here? I think individual words are particularly vivid. For example, the first one that he can translate into Chinese with fierce is that he feels cold. In the face of very strong competition, some companies, for example, invest a lot of energy in product research and development, using their own company's R & D team. He will consider whether logistics will be outsourced. Sales and even some market behaviors will be handled by manual failure. He will consider solving them through service outsourcing, and put his main experience on his product research and development

in addition, there are multinational companies. Because I come from a foreign enterprise, we serve less than 9000 customers, and the employees of enterprises serving nationwide should be nearly 400000. About 90% of these multinational enterprises will consider outsourcing at the first time, not simply using call centers, but more outsourcing in procurement and human resources. Our company specializes in human resources outsourcing and call center outsourcing, as well as some IT outsourcing, as well as some outsourcing methods and businesses in technical support

as we all know, for example, the four 4A companies, I can't say 100% of their domestic advertising business, basically all of them

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