Presentación del 2do Congreso CALA de Contact Center y BPO

1. Correctly Managing Your
American Client
Lima, Peru
Congreso De Contact Center & CRM
2009

2. Rafael Manzon
Director of Business Affairs
American Teleservices Association
317-816-9336
www.ataconnect.org

3. What is the
ATA??

4. A few of the ATA companies

5. AMERICAN TELESERVICES ASSOCIATION
For 25 years, the ATA has been uniting the voice of Teleservices!
For more INFORMATION visit us a www.ATAconnect.org or call 317.816.9336

6. Mission
• Recognize the importance of
our current clients
• Find and attain longer lasting
and more profitable clients
• Grow our revenue without
expanding your sales and
marketing efforts

7. Outsourcing

11. Define your perfect customer based on your
current strengths and focus on finding only the
right customers
Focus on what you can do best and uniquely.
Define your perfect customer based on your
current strengths and focus on finding only the
right customers

12. The times where one person buys and others
just approve are over. Decisions are made in
teams and you should be presented in matching
teams
If looking to do business in the U.S., hire an ex-
patriot, a patriot or at very least a common
visitor.
Hunt only those sales that can lead to more
business if you land it.

13. Before they are really going to be your client and
champion, you must first identify and conquer
all of the pitfalls that they may expect.
Never set expectations that you won’t be able to
deliver. There is no bouncing back from that!
Growth should be brought up at this point on a
future possibility basis based on meeting or
exceeding goals.

15. Now, you are starting to move beyond promises
to facts. They will notice where your mistakes
are made and are going to assume you will make
them again.
Clients do not like to wait for information
because it makes them feel disconnected and
reminds them that you are not internal.
This is your chance to really get to know the
buyers’ team. Take advantage of the chance
personally get to know as many as possible

16. Nothing matters more than the quality of work.
Price will not save you. American companies are
very spoiled.
Come through on all commitments made,
contractual and verbal.
If something is wrong or questionable, make
sure you make a personal touch to the client at
each step.

17. Make the client feel important by showing them
not only what you do for them, but also what
they do for you.
Create barriers to exit. Show the value that you
are bringing through your reporting system.
Show the unique value that your company
provides.
Communicate well and often. Too many deals
have been lost to lack of communication.

19. Making the customer look good in writing for
the world to see is one way to flatter and involve
the client.
Make clients more than just contracts by inviting
them to join you on speaking engagements and
on important sales calls that won’t conflict.
After you’ve been successful with the clients
work, take a look at your scalable plan from
earlier and start asking to try some other work.

20. Always be looking for better ways to service your
client’s customers. Find holes in the current
method and SOLVE them.
Surprise a service client with the ability to
generate sales interest through excellent
customer service.
As your client releases new products or
services, make sure you are part of the
conversation about sales strategy.

21. Tie back wins to your specific benefits. Show
them how you could also provide those wins in
other areas.
Now that there are things about your work that
the client likes, remind him of those as you try to
grow with them.
The client knows you. You will be in a position
to be first in consideration for future work.

23. Correctly Managing Your
American Client
Lima, Peru
Congreso De Contact Center & CRM
2009