the true cost of offshore contact solutions

The true cost of

offshore contact

solutions.

S&P Data helps organ isat ions lower the i r cost to acqui re  w i th

onshore so lut ions  by de l iver ing except iona l serv ice and by

leverag ing our sa les DNA to increase convers ion . Contact us to

hear how our  omni-channel   so lut ions can work for you .

+75s +35%SILENT & HOLD TIME TRANSFER RATE

TWO KEY REASONS FOR THE MASSIVE DECREASE IN OFFSHORE CUSTOMER

SATISFACTION

41OF CUSTOMERS EXPECT TO BE UPSOLD AFTER A SUCCESSFUL AND TIMELY RESOLUTION

DROP IN LIKELIHOOD TO RECOMMEND WHEN CUSTOMERS BELIEVE THEY ARE SPEAKING WITH AN OFFSHORE REP

%44

I s o f f s h o r i n g r e a l l y l e s s e x p e n s i v e?

OF CUSTOMERS AVOID VENDORS FOR 2+ YEARS AFTER A POOR SERVICE EXPERIENCE , ALMOST HALF YOUR MRR   IS AT RISK

39 2040

DECREASEDSATISFACTION &

REFERRALS

INCREASED HANDLE TIME AND VOLUME

MISSED OPPORTUNITIES TO

CONVERT SALES

HIGHER COST TO ACQUIRE

No 36%

"DOES THE PERCEIVED LOCATION  OF A SERVICE REP AFFECT YOUR L IKELIHOOD TO DO BUSINESS?"

AVERAGE INCREASE IN VOLUME DUE TO FRUSTRATED RE- CALLS AND TRANSFERS RELATED TO OFFSHORE REPS

AVERAGE EXTRA T IME IT TAKES AN OFFSHORE REP TO POSITION PRODUCT BENEFITS

AVG. CUSTOMER SATISFACTION SCORES

30

60

90

Onshore Offshore0

75 52

www.SPDatallc.com

Created By Russell Anderson, 2017facebook.com/SpDataLLC

www.SPDatallc.com

sales@spdatallc.com

1-844-8SP-Data

https://www.zendesk.com/resources/customer-service-and-lifetime-customer-value http://cfigroup.com/resources/industry-studies/call-centers/contact-center-satisfaction-index-2014-ccsi

http://www.marchex.com/2015/08/06/3-reasons-why-us-call-centers-are-making-a-comeback-2/ http://searchcrm.techtarget.com/opinion/Offshore-call-center-outsourcing-Is-it-saving-money-or-costing-you https://www.talkdesk.com/blog/international-call-center-outsourcing-basics-2

+ + =

No  36%

Yes  64%

http://www.cfigroup.com/downloads/CFI_contact-center-satisfaction-index_2016.pdf

% %

%s