08.50 Opening Remarks From The Chair

Strategic realignment for optimal productivity and service level improvement

09.00 The Art Of Listening: Leveraging On Customer Feedback For Enhanced Service Strategy And Process Re-Engineering

• Real-time post call customer survey – tabulating satisfaction score, collecting verbatim customer input & linking survey results with individual agent accountability
• Processes fi ne tuning, redesign and modifi cations in the last 6 months – actions taken and results
• Analytics, segmentation and ‘active listening’ for identifi cation of cross- and up-selling opportunities
• The way forward – setting up a multimedia team to handle different channels and St. George’s mobile workforce pilot project

Belinda Loizou
Customer Service Manager
St. George Bank Australia

09.40 CASE STUDIES: Strategic Positioning Of Contact Centre For Management Buy-In And Support

• Do your stakeholders recognise the role of the contact centre?
• Contact centre as the face of the organisation; not back office support
• Providing opportunities for cross department sharing and understanding
• Making your business case through revenue generation and profit based operations

Aminudin Zainodin
Senior Manager, AmBank Contact Centre
AmBank Malaysia

10.50 Contact Centre Lifecycle Management – Business Continuity And Contingency Planning

• Provisioning for future demand with present capacity and budget
• Developing scaleable and flexible contact centre operations
• Service recovery for downtime and data crash
• Pandemic preparedness

Elsie Low
Director, Regional Shared Service Desk
Fujitsu Malaysia

11.30 CASE STUDIES: Transformation Of Gulf Bank’s Contact Centre Into World Class Service Levels

• Getting your foundations rights – developing human capital, enhancing procedures and technology optimisation
• Leveraging on web-based applications for agent’s knowledge management – contact centre blog
• Doing what makes sense: process reengineering according to employee and customer feedback
• Getting the most out of your systems and platforms to deliver integrated multi channel services

Russel Sandlin
Executive Manager, Customer Contact Centre
Gulf Bank Kuwait

13.10 Panel Discussion: Debating The Pros And Cons Of Different Contact Centre Operations Model: In-House, Outsourced, Off-Shore, Virtual, Hosted

In today’s competitive economic climate, fulfilling cost and customer satisfaction benchmarks for your contact centre operations is challenging. Which business model is the ‘best fit’ for your customer and corporate strategy? Concerns include labor arbitrage, infrastructure and technology considerations and cultural impact.

Moderator:

Ian Aitchinson
COPC

Panelists:

14.00 Knowledge Management For Contact Centre Service And Operational Efficiency

• Adopting knowledge management strategies and practices for contact centre operations
• Developing a training program emphasising interactive product knowledge acquisition
• Creating a central database for convenient access and retrieving information

Ann Khong
Head, Contact Centre
OCBC Bank Singapore

15.00 Contact Centre Triage – Adapting Healthcare Call Center Best Practices For Performance And Productivity Improvements

• Translating healthcare hotline methodology for general application
• Is your hotline being used effectively? Criticality-based call prioritization
• Evaluating which functions can be channeled to self service and determining the best methods to achieve this

Yan Yan
Assistant Director, Operations
National Healthcare Group Polyclinics

15.40 Does Outsourcing Your Contact Centre Improve The Customer Experience?

• Methods for measuring customer experience
• Comparison between in-house vs. outsourced contact centre customer satisfaction scores
• Key drivers for customer satisfaction
• Should you use a risk or reward model to enhance customer experience?

Ian Aitchinson
Managing Director, APAC
COPC

16.20 CASE STUDIES: Shared Services Or Outsourcing? Shell Retail Business Administrative Center (RBAC) - Applying Contact Centre And BPO Best Practices For Oil & Gas

• Brief overview of RBAC – plan, implement and refine
• Fulfi lling service requirements from multiple lines of business – Sales support, Marketing support, Retail operations, Telemarketing, Human Resources & Back Office
• Balancing cost management requirements with push for continuous improved adherence to SLAs
• Leveraging on call center grade technology and IT infrastructure to boost efficiency and team performance
• Looking into the future of BPO type operations or hybrid model for Oil & Gas industry

Dr. Francis Paul Jagolino
Operations Manager, Retail Business Administration Center
Shell – Forecourt Unlimited Philippines

17.00 Closing Remarks From The Chair

17.15 Close Of Conference Day Two