Tim Searcy, CEO of ATA (American Teleservices Association) and keynote speaker for the 2008 ATSI Convention, opened Thursday's session with his insightful presentation entitled: "Futurecast for the Teleservices Industry."


Tim shared that as an industry, we are at a fork in the road.  These options go in diverging directions and path we choose will pave the way towards success or failure.

Some of his candid and interesting comments included:

• Of all communication channels available, 64% of communication is via the phone.
• The benefits of focusing on high quality service versus low-cost service are a much better retention of clients.  The side-effect of this is better retention of agents, as they then become more satisfied with their jobs since they are able to do what they were hired to do.
  
• Despite a huge decrease in outbound calling and much communication shifting to the Internet, call center telephone traffic has not decreased, but remains flat.
• Offshoring will begin to settle.  This is due to customer backlash and a weakening dollar.
• Tim cited examples of other countries offshoring to the US to save money or achieve quality.
• Clients will complain regardless of what rates they are charged, so why not charge a premium price (and provide quality service).  That strategy is being used by some of the largest and most successful teleservice call centers.
  

His concluding summary was:

1. Outsourcing is growing
2. Live operators are key
3. More emphasis on the phone
4. Consumers determine the future
5. Ignore regulations at your peril