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1、ENTRY FOR PROFIT TRANS-COSMOS INC. CHINA ENTRY STRATEGY PRESENTATION,February 8, 2001,AGENDA,Executive Summary Call Center Business Market Overview CC Customer Segmentation In-house users Outsourcers Demand Customer Economics Competition Recommendations Success business model Partnering strategy E-C
2、ommerce Market Overview TCI Tianjin Current Situation Analysis Recommendations,AGENDA,Executive Summary Call Center Business Market Overview CC Customer Segmentation In-house users Outsourcers Demand Customer Economics Competition Recommendations Success business model Partnering strategy E-Commerce
3、 Market Overview TCI Tianjin Current Situation Analysis Recommendations,CHINA IS BECOMING A HIGHLY DYNAMIC CC MARKET,Chinas call center market took off since 1998 with an annual growth rate over 100% Non-paging market size reached 54,000 seats in 2000 However past growth was largely driven by demand
4、s from administrative driven sector Over 60% of the new CC demand comes from four pillar industries: Banking, Post Services, Fixed-line Telecom, and Insurance Distinctive purchasing behavior identified for these purchases Future growth will be propelled by service oriented and outsourcing segments S
5、ervice oriented segment expected to be 50% of total CC market Outsourcing market will grow at least 50% a year for the next few years However large variance exists for outsourcing segment growth Overall, China CC market is expected to reach over 130,000 seats in 2004 and 340,000 seats in 2010,CC OUR
6、SOURCERS ARE EMERGING BUT STILL EXPLORING (I),Currently, CC outsourcing business is brand new in China No more than 30 companies providing merely about 3,200 seats in service Over 70-80% supply concentrated in 4 major cities Future outsourcing development is highly dependent on current players perfo
7、rmance and strategies Potential customers concerned about quality, confidentiality, information processing ability, HR, and price Growth will fluctuate widely according to the industrys ability to satisfy customer concerns and requirements now In short term, competition will be minimum due to highly
8、 differentiated positions and large number of unexploited potential outsourcing customers In medium term, paging companies can be powerful and desperate competitors in the low-end outsourcing market That might distort the industry profitability and trigger vicious competition However high-end outsou
9、rcing market might be intact,Currently, only low-price/standard service vendors are profitable Utilization, and therefore, long-term customers, is the key for profitability However, high-priced outsourcing solutions not widely accepted by the market But in the long-run, we believe high-end services
10、will be valued by customers We are encouraged by recent positive news on clients long-term commitments to high-end outsourcers With Chinas pending WTO Entry and continued economic growth, we believe its the direction High-end outsourcers can win the game by aggressively establishing long-term client
11、 base, and targeting various outsourcing opportunities along the value chain Five successful strategies identified for new customer development Telemarketing and value-added information service most likely to be outsourced,CC OURSOURCERS ARE EMERGING BUT STILL EXPLORING (II),TCI SHOULD PARTNER WITH
12、RIGHT LOCAL CC OUTSOURCERS,A partnering strategy is essential for TCI to capture the great opportunities in China TCI lacks a bunch of local capabilities, while time is contingent TCI should target both money making, and money losing tech advanced outsourcers during negotiation process, based on two
13、 plausible partnership strategies Money making ones: share profits and leverage local strength Money losing ones: control and negotiate for a bargain deal Considering the limited number of candidates in China and TCIs tight schedule, a broader search can strengthen TCIs negotiation position Five pro
14、mising outsourcers identified during the interview process Money making ones: China Motion, 800 Teleservices, and Compaq-Star Money losing ones: TCY, ITS Shanghai,EC: ONLY SOFTWARE FIRMS AND SIs WORTH PURSUING,Although under booming, China E-Commerce market are experiencing bottlenecks Online popula
15、tion and revenues grew 10 times in the past 3 years However, macro-environment and infrastructure are problematic and only few ICP/ISPs are making money ICP, ISP and technology companies, as a sector, are not worth TCIs pursuit ICP: Market is down while most China ICPs are still at their early stage
16、 development ISP: Highly fragmented and regulated, which suffocate both foreign participation and profitability Tech companies: Superior ones can hardly survive in China However, several top ventures in the above sectors are quite interesting, which are identified and illustrated in detail for TCIs further interest ICP: ; S; A; D ISP: 263Net; Eastnet,TCI-TJ: RSTRUCTURING AND BUILDING STRATEGIC ALLIANCES,TCI-TJ experienced difficulties due
