the true cost of offshore contact solutions
TRANSCRIPT
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
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Created By Russell Anderson, 2017facebook.com/SpDataLLC
www.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