bcg-tci中国callcenter外包投资项目

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1、ENTRYFORPROFITTRANS-COSMOSINC.CHINAENTRYSTRATEGYPRESENTATIONFebruary8,2001AGENDAExecutiveSummaryCallCenterBusinessMarketOverviewCCCustomerSegmentationIn-houseusersOutsourcersDemandCustomerEconomicsCompetitionRecommendationsSuccessbusinessmodelPartneringstrategyE-CommerceMarketOverview

2、TCITianjinCurrentSituationAnalysisRecommendationsAGENDAExecutiveSummaryCallCenterBusinessMarketOverviewCCCustomerSegmentationIn-houseusersOutsourcersDemandCustomerEconomicsCompetitionRecommendationsSuccessbusinessmodelPartneringstrategyE-CommerceMarketOverviewTCITianjinCurrentSituationA

3、nalysisRecommendationsCHINAISBECOMINGAHIGHLYDYNAMICCCMARKETChina’scallcentermarkettookoffsince1998withanannualgrowthrateover100%Non-pagingmarketsizereached54,000seatsin2000HoweverpastgrowthwaslargelydrivenbydemandsfromadministrativedrivensectorOver60%ofthenewCCdemandcomesfromfourpillari

4、ndustries:Banking,PostServices,Fixed-lineTelecom,andInsuranceDistinctivepurchasingbehavioridentifiedforthesepurchasesFuturegrowthwillbepropelledbyserviceorientedandoutsourcingsegmentsServiceorientedsegmentexpectedtobe50%oftotalCCmarketOutsourcingmarketwillgrowatleast50%ayearforthenextfe

5、wyearsHoweverlargevarianceexistsforoutsourcingsegmentgrowthOverall,ChinaCCmarketisexpectedtoreachover130,000seatsin2004and340,000seatsin2010CCOURSOURCERSAREEMERGINGBUTSTILLEXPLORING(I)Currently,CCoutsourcingbusinessisbrandnewinChinaNomorethan30companiesprovidingmerelyabout3,200seatsinse

6、rviceOver70-80%supplyconcentratedin4majorcitiesFutureoutsourcingdevelopmentishighlydependentoncurrentplayer’sperformanceandstrategiesPotentialcustomersconcernedaboutquality,confidentiality,informationprocessingability,HR,andpriceGrowthwillfluctuatewidelyaccordingtotheindustry’sabilityto

7、satisfycustomerconcernsandrequirementsnowInshortterm,competitionwillbeminimumduetohighlydifferentiatedpositionsandlargenumberofunexploitedpotentialoutsourcingcustomersInmediumterm,pagingcompaniescanbepowerfulanddesperatecompetitorsinthelow-endoutsourcingmarketThatmightdistortth