Call Center Study
Initiated by a US Investement Fund Manager
Our client intends to
invest their money to set up a call center service company in
Taiwan. They are interested in conducting a consulting project
to help them understand the potential market size and business
targets. As part of the agreement, the
survey can be extended to cover richer scope and the results be
shared as a multi-client report.
finished 90 face-to-face interviews targeted at leading enterprizes
among six high potential segments: Retail Banking/Credit Card
Issuer, Insurance Companies, Consumer Products, Technology/Industrial,
Transportation, Others(Hotel/Distribution/Securities). We measured
the present usage and demands of call center, phone canter, and
call center services. We examined the factors of call center applications
concerned by the sampled companies. We also developed the appropriate
packages with different functions of call center services for
various call companies and industries.
suggested the Taiwan call center service market was prematured
at that time being. Major concerns of the surveyed companies were
the confidentiality of their customer information and databases.
Customers needed years to be educated and see successful cases
to start outsourcing their call centers. Meanwhile the customer
loyalty was not high, any initial investment can't guarantee the
long term success, especially when competitors step in with lower
price offering later. The client decided to hold their investment
to other attractive areas.