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Venue


The Cosmopolitan of Las Vegas
3708 Las Vegas Boulevard South
Las Vegas, NV 89109

Conference Agenda

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Thursday, November 3, 2011

4:00PM - 5:00PM
Track: Track B View Track

INTERNATIONAL OUTSOURCING OPPORTUNITIES AND CHALLENGES

Moderator: Mark Eichler AVP - Vendor Manager, FIFTH THIRD BANK
Panelist: Tim Bauer Chief Executive Officer, NARS
Panelist: Tim Casey President and CEO, TELEPERFORMANCE ARM
Panelist: Jay King Senior Vice President of Operations, NCO

  •  Review of key regions: Canada, Caribbean, Latin America, South America, Other?
  • Call qualities on voice and non-voice work - who's doing better?
  • Labor cost trends
  • US unemployment impact on off-shore - is outsourcing coming back to USA
  • Regulatory challenges: TCPA, FDCPA, new Consumer Financial Protection Bureau
  • Trends to reduce call attempts per day/week
  • Success through web chat
  • Markets poised for growth
  • Using “Work from Home” agents for pre-charge-off work

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