Creating%20a%20Strong%20Offshore%20Management%20Team

1
Creating a Strong Offshore Management Team

• List Management, cont.
• Although not complicated, many managers do not
  consider
• Weather conditions
• Lunch and dinner times
• Major events (World Series, Presidential Debate,
  etc.)
• The best dialer wont make more people be home

2
Offshore/Nearshore Learnings

• Note Following are learnings from One
  business-to-consumer outbound telemarketing fee
  services campaign
• Initial tests on this campaign have shown a more
  prolonged learning curve outside of the U.S.
• So far, vendors in Jamaica, Trinidad and the
  Philippines have produced results below their
  American counterparts
• India is showing promise as a competitor on this
  particular campaign-- both in price and
  performance

3
Performance vs. Goal Contact Conversion
4
Cost Per Acquisition USD
5
Caribbean

• Note Following are learnings from a
  business-to-consumer outbound telemarketing fee
  services campaign
• Cost per acquisition is in the general range of
  U.S. vendors, but net yield and conversion
  results have been below average
• Call quality scores are consistent with U.S.
  vendors majority of reps sound friendly, polite
  and helpful
• Industry experience shows solid results on other
  consumer marketing programs in the Caribbean

6
India

• One of the lowest cost per hour in the world
• Initial learning curve was steep, but current
  performance is promising - surpassing U.S.
  vendors on some market segments
• Quality scores are consistent with domestic
  vendors
• Too soon to draw conclusions (5 of total volume
  on our current campaign), but will continue to
  test