I2CREDIT Nº 62
Hispanics Fuel Offshore Growth
Census 2000 figures report that Hispanics total about 35 million and projections forecast that they will soon be the largest minority group in the United States. Firms in almost every consumer industry are targeting marketing toward Hispanics. They must be ready to handle Spanish language calls and letters, while understanding the characteristics of this growing population in the U.S. market.
Por: Publicado en: CreditandCollectionsWorld.com
There are many factors for offshore outsourcing's growth, such as technology and its impact on the globalization of markets. Recent technology advancements - such as communication infrastructure technology and the increase in Internet usage and e-commerce - has helped erode geographic borders.
Many countries have lower cost structures than the U.S., thanks to incentives from foreign governments, a plentiful supply of labor, and an educated labor pool. These factors have led to more U.S. firms outsourcing offshore. There are a few points to help decide if offshore outsourcing to service the U.S. Hispanic market is the right decision.
Business Case: Prepare a business case identifying the issues and risks with supporting financial documentation. Research the political, fiscal, economic, legal, social, cultural, and technological environments of the countries under consideration. The ability of a foreign government to seize an organization's assets and exposure to wild fluctuations in foreign exchange are two issues to consider when looking at vendors in emerging countries.
Case Studies: Research case studies because the best way to learn is from "other people's" mistakes. Choose a vendor that understands the importance of complying with both state and federal U.S. consumer laws. For example, in the collections industry, collectors must be certified in the Fair Debt Collection Practices Act. Choose a vendor that understands the implications of The Federal Equal Credit Opportunity Act and The Fair Credit Reporting Act.
Bilingual Employees: Be sure there is an adequate local supply of competent bilingual employees. Many "bilingual" agents outside the U.S. do not speak English at a competent enough level to have a conversation with U.S. customers. There are distinct regional differences of Spanish speakers in the U.S., and more than 20 countries that speak Spanish. Regardless of whether the operation is an inbound and/or outbound service, the level of acculturation within individual U.S. Hispanic consumers can impact the language and/or the degree to which a mix of English/Spanish is spoken. To ensure call center representative in Mexico can communicate to Hispanics from Puerto Rico, for example, it's recommended they be trained to speak in "Neutral Business Spanish."
Education: A key advantages made by offshore outsourcers is their call centers are staffed with better-educated representatives than in the U.S. In some countries being a call center representative is a career choice and there are instances in offshore call centers where 100% of representatives are required to have college degrees.
Technology Infrastructure: Latin America, because of deregulation and privatization, has seen drastic changes in the telecommunications industry in the past decade. And in 2002, operators and vendors saw a slowdown from September 11, the U.S. recession, and financial woes in Venezuela, Brazil, and Argentina. The availability of advanced call center network capabilities, uninterruptible power grids for telephony, and high bandwidth capacity for data transmission is critical for site selection.
In summary, there are definite advantages to offshore outsourcing, but there are risks too. Different languages, cultural and social norms, political, economic, regulatory, and legal practices can complicate matters. But with planning, vendor selection, and execution with the right partner, offshore outsourcing to service your U.S. Hispanic customer base could just provide you with a competitive edge and definite advantage in this emerging marketplace.
Tony Malaghan is director of strategic marketing for Arial International LLC. His expertise includes strategic planning, new market development, and direct marketing. For information about Arial, visit: www.arialinternational.com.
Ultimas Notas
I2CREDIT Nº 62
Las subas de las tasas rondan entre 200 y 400 puntos básicos
Efecto dominó: ahora las tarjetas suben las tasas de las compras en cuotas
Se trata de un ajuste generalizado del sector de tarjetas de crédito. Todos los planes sufrieron un incremento de entre el 2% y 4%. De esta manera, en los comercios se pueden encontrar con tasas de hasta el 40% anual en planes de hasta 24 cuotas. En el mercado no se descartan nuevas subas si el contexto político no mejora y prevén, además, que en el mediano plazo la economía sentirá las consecuencias de estos aumentos y habrá una retracción en el consumo
Por: Dolores Ayerra, Cronista Comercial
Wall Street y los monos
Les traigo en esta oportunidad un cuento anónimo que describe en buena medida el funcionamiento de los mercados financieros. Se trata en el fondo de una metáfora que nos permitirá reflexionar sobre nuestras acciones y evitar ser mero objeto de estrategias ajenas.
Por: Claudio Zuchovicki, Invertia
Consejos para casos de reclamos
Lo mas deseable sería que las siguientes palabras no debiéramos de ponerlas en práctica nunca, pero igual es bueno recordar y conocer que es lo que debemos hacer en caso de que necesitáramos realizar un reclamo en contra de un banco.
Por: Fuente: Terra México
Condusef: Permiten burós de crédito acceso al financiamiento
MEXICO, Junio. 23.- Las Sociedades de Información Crediticia (SIC), mejor conocidas como burós de crédito, son consideradas por los mexicanos como departamentos de cobranza o listas negras y no como el proceso para ampliar el acceso a diversas formas de financiamiento.
Por: Fuente: Grupo Reforma
A la debacle de las hipotecas ahora le dicen “Crisis Ninja”
La rebautizaron así por las siglas de “no income, no job, no assets”.
Hizo falta que un jubilado español de 75 años se decidiera a explicar la globalizada crisis subprime para que el mundo más global de todos, Internet, estallara en una fiebre sin igual de alabanzas, consultas e invitaciones a su autor. Gracias a un informe pormenorizado “contado como para chicos” de cómo se gestó la ola subprime, hoy, en Europa, no hay quien se resista a hablar de “la crisis Ninja”. Y parece que el fenómeno seguirá por un buen tiempo.
Por: Julián Guarino, Buenos Aires
Opportunities for Card Issuers Evident in Hispanic Market, Study Says
The Hispanic market, the largest minority market in the country, represents a major market opportunity for financial institutions, including card issuers, according to Synergistics Research Corp.’s recently released Hispanic Market Monitor 2004 report.
Por: Publicado en: CreditandCollectionsWorld.com
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