Netwealth educational webinar - Lessons from Silicon Valley and what it means...
Call Center Week Philippines 2015
1. www.callcenterph.com
Sponsor: Media partners: Researched and developed by
n Pre conference site tour:
2 June 2015
n Main conference:
3 – 4 June 2015
n Post conference workshops:
5 June 2015
n Venue: Manila, Philippines
Driving the Next Generation of Philippines Call Centers through Integrating Technology and Revenue Boosting
Customer Experience to Service the Modern Customer
Jeffrey Uthoff
CEO,
OrangeGorilla, Inc.
Rudyard Von De Leon
Director, Customer Care Operations,
Western Union
Jett L. Tinio
President & CEO,
PhilAm Call Center Services
Siva Subramaniam
General Manager - Asia Pacific,
Transcom
OUR HEADLINE SPEAKERS INCLUDE:
Rajiv K Bose
Vice President
Training and
Implementations
Teleperformance
The event was truly
valuable for networking, getting
to know new trends and a feel
of what is happening in the
Philippines call center industry.”
T-ONE VISION
2015 HIGHLIGHTS:
Hear from top Call Centers
in your country-Teleperformance, Transcom,
and more
3 KEY THEMES:
Servicing across Multi Channels, Improving
Company Culture, Workforce Management
and Development, Customer Experience
Enhancement
2 in-depth workshops
to deep dive into hot topics such as Social
Media and Company Culture
2 interactive roundtable discussions
led by experts for better networking,
deeper conversation and easier sharing
Unprecedented all-star
management panel
putting decision makers on the spot to help
you better understand how to create a 360
Degree Strategy for Exceptional Call Centre
Performance
2. Dear Colleague,
The Philippines’ expanding call center industry is not just growing in numbers,
but reach too... With customer service moving beyond single channel private
conservations and toward multi-channel complex delivery ecosystems. Adapting to
this hyper-connected digital economy has never been more important.
It is against this background that IQPC is proud to bring for the second time, Call
Center Week Philippines which will give you an opportunity to hear best practice
case studies and discuss reliable and proven strategies for improving the efficiency
and effectiveness of your call centre.
We understand you’re in the midst of extraordinary change with social, mobile and
digital technology accelerating at an unprecedented speed. With this, customer rules
of engagement are changing and so must your own. We know that to keep up with
these changes and evolve your operations your company may require new skills,
leadership, and definitive ROI.
In order to better equip your self and keep ahead of the competition, the 2nd Annual
Call Centre Week Philippines Conference will focus on these changing issues and
provide you a platform to hear from giants of the industry - Teleperformance,
Transcom, Western Union, Crawford and Company, Alltel, Bayview and more!
I look forward to meeting you this June in Manila
Rahul Soliwal
Conference Manager
It’s a very good venue to learn
from the great minds in the
industry. Being aware of the
new technology and how the
industry will change .”
LEXMARK
TOP TRENDS IMPACTING PHILIPPINES
CALL CENTERS IN 2015
CUSTOMER EXPERIENCE AS THE TOP PRIORITY
Most companies are just doing enough to get by when it comes to providing good customer
service. But by 2020, customer experience will overtake price and product as the key brand
differentiator. With this in mind and with loyalties easily slipping, executive leaders from across
many of the best companies are mandating service excellence as their top business priority
THE MULTI CHANNEL OPTION
Customers will continue to be empowered by multi-channel choices. They might start on Twitter,
switch to web chat and end with a phone call. Cross-training your agents to understand customer
expectations and communication styles has never been more important. Therefore, a robust
customer experience relates to the experience on the phone, web and social channels.
WORKFORCE AND TALENT ATTRACTION
Improving company culture, workforce management and development continue to be the
core concerns in efficiently operating call centers. Also the very best contact centers separate
themselves through culture. Explore how to retain those who can handle complex issues, find
consistent resolution and delight customers.
DATA, DATA AND MORE DATA
Using data to drive decisions is no longer a luxury; it’s the expectation without exception. At Call
Center Week explore real-time analytics, big data as it relates to call centers, social sentiment,
behavioral data usage and more.
YES, EVERY CLOUD HAS A SILVER LINING!!!
Reduction in capital expenditure was the most commonly cited reason for a move to the Cloud
(45%), followed by the belief that a Cloud-based system would aid a company’s growth (37%) and
Cloud computing’s ability to bring faster deployment in their Call centers (28%). As technology
continues to advance, so do your options to streamline your systems and platforms.
Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg
3. MEET THE SPEAKERS
Marck Viardo
Site Manager, Alltel
Jason Lock
Chief Operating Officer, Asia Pacific, Transcom
Katsumi Kubota
COO, Fast Retailing Philippines
Frederick Lontok
Air France-KLM APAC Sales & Service Center
Manager, International Airline Services
Rookie Jonathan Camaclang
Director, Head of Country
Shared Sercives Operations,
Crawford and Company
Jardine Book
Head of Contact Centre, Bayview
Rajiv K Bose
Vice President, WFM, Training,
Transition and Client Servicing,
Teleperformance
Rajiv Bose is the Vice President for Training
and Implementations in Teleperformance
Philippines. He is responsible for the
onboarding and continuous development
of ~36,000 agents across 16 business
verticals housing 90 accounts. Rajiv joined
Teleperformance when it acquired Aegis
in August of 2014. Prior to the acquisition,
Rajiv functioned for three years as the
Vice President for Workforce Management,
Training, Transitions, and Client Servicing.
He joined the Aegis family
in India as the Vice President
for International Operations
and was responsible
formanaging Collections,
Recoveries, and Customer
Service.
Rosauro Misayah
Operations Manager,
Convergys Philippines
Fritzie Jane Fuertes
Site Director / Director of Operations,
Teleperformance Philippines
Jett L. Tinio
President & CEO,
PhilAm Call Center Services
Jeffrey Uthoff
CEO, OrangeGorilla, Inc.
Jeffrey is a Proven Executive Contact
Center leader with over 25 years of global
experience in the US, Canada, Mexico,
Central America and the Philippines.
His responsiblities include board seats,
executive operations, sales leadership and
client relationship management.
Serves on the Call Center
Association of the
Philippines (CCAP)
Board of Directors for
years 2011 to 2014.
Simon Lee
Head of Sales, Interactive Intelligence
Siva Subramaniam
General Manager - Asia Pacific,
Transcom
Siva had over 25 years of Senior
Management experience across Asia
Pacific with expertise in the areas of
Call Center Management, Sales, Channel
and Marketing Management, Customer
Relationship Management, Operational
Management including Professional
Services, Customer Care touch
points, Supply Chain &
Logistics and P&L
Management in major
industries including
Financial Services
Industry, Transportation,
Information Technology
and Outsourcing.
Rudyard Von De Leon
Director, Customer Care Operations,
Western Union
Von has a decade of solid experience in
the call center industry, spanning Training,
Quality, Operations, Vendor Management
and Global Care Process Management. He
has grown quite significantly in Western
Unionwherehehandledregionalandglobal
capabilities, particularly on launching new
products and services, supporting customer
care transformation and streamlining end-
to-end business processes.
He has a strong track record
of developing effective
teams in online and offline
environments (for both
captive and outsourced
sites), while consistently
championing process
improvements and
managing CSC
volume / demand.
Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg
4. Global Call Centers
n Expansion
n Attracting Talent
n Balancing
n Company Culture
Moderator:
Jeffrey Uthoff, CEO,
OrangeGorilla, Inc.
CONFERENCE DAY ONE
Wednesday, 3rd June2015
12:00 Adding Channels, Expanding Reach: Deep Dive into the
New Technologies Revolutionizing Philippines Contact
Centers
In today’s market, customers want more than just a good
product and a timely response; they want to be communicated
with instantly, and on their chosen device. They want
exceptional customer service, and they want it at a time
that’s convenient to them. According to Bain & Company,
a customer is 4 times more likely to defect to a competitor
if a problem is service related rather than price or product
related-proving that customer service really is everything!
This session will deep dive into the technologies that
can help your contact Center achieve this:
n Voice mining
n Tech mining
n Intelligent virtual
agents (IVAs)
n Automatic Answering
Machines
n VOC for Asian voices
Fritzie Jane Fuertes
Site Director / Director of Operations,
Teleperformance Philippines
12:45 Lunch Break
13:45 Making change work for you: Best practice within
the people side of change
n Understanding and preparing for organizational change
n Preparing your people to cope with change and stop
the spread of discontentment
n Coping with attrition, absenteeism and a moving
value proposition
n Monitoring employee engagement through change
and acting on it swiftly
n A change can do you good! Positioning your company
to promote and take advantage of the opportunities
within change management
Jett L. Tinio
President & CEO, PhilAm Call Center Services
14:30 With 1.3 million workers by 2016, how is the
Philippines shaping up to deal with serious health
risks faced by the call Center workers
n Best practices in maintaining a work-life balance
or the health of call Center workers
n Work-life balance as a way to combat health risk and
simultaneously address key challenges in keeping
staff and preventing attrition
n Agent work place is not only about salaries-do
companies/ personal realize this?
n Deep diving into rules of the Occupational Safety and
Health Center of the labor department
n How can the country dissuade it self from being non
competitive in the near future with focus on the most
basic international labor standards
Jason Lock
Chief Operating Officer, Asia Pacific, Transcom
15:15 Scope and opportunity of expansion beyond Metro
Manila to “second wave” cities
n Yes this has been an on-going talk but is the industry
up to meet its challenges?
n How are companies developing a location strategy
to meet your specific objectives relative to labour
pool availability, languages, costs and risks
n Rural BPO-eye opener on job expansions outside
the metro?
Simon Lee
Head of Sales, Interactive Intelligence
16:00 Afternoon Break and Networking
16:30 Local vs Global: Maximizing the opportunities in both
The call Center industry in the Philippines is united in
many ways, however there are different challenges
Filipino owned companies face to that of global
companies.
These deep dive roundtables give you the opportunity
to explore the challenges affecting your sector of
choice. Each facilitated by an expert moderator, you
will be able to network with regional experts working
in local and global call Centers. Network. Benchmark.
And come away from this session with ideas for change.
Local Call Centers
n Funding
n Attracting Talent
n Growth
n Company Culture
Moderator: TBA
17:30 Closing Remarks from Chairperson
17:40 End of Conference Day One
09:00 Opening Remarks for the Chairperson
The Modern Customer-Servicing across Multi Channels
09:15 Establishing a road map to a happy modern
customer : Servicing the way they want it
n Creating the Multi-Channel Contact Center of the
Future
n Strategizing on implementing channels beyond voice
n How do you set appropriate KPIs to effectively
measure the progress of implementation of multi
channels?
n How do you optimize experience across multi channels?
Jeffrey Uthoff, CEO, OrangeGorilla, Inc.
10:00 Migrating to multichannel platforms-Do you need to?
How can you overcome challenges in doing so? What do
you need to know?
n Enhancing call center efficiency and improving
customer service at the same time
n Developing a strategy to implement effective KPI’s
across multiple touch points
n Creating a structure to assist your existing work force
to spread across channels
n Overcoming the challenges of migrating to a
multichannel platform
Frederick Lontok
Air France-KLM APAC Sales & Service Center Manager,
International Airline Services
SivaSubramaniam,GeneralManager-AsiaPacific,Transcom
10:45 Morning Break and Networking
Current and Future Call Center Trends in the Philippines
11:15 Integrating and maintaining a robust social media
strategy in your existing call center set up
n Identifying the right channels for your company-
twitter, community forums, YouTube, Facebook, blogs,
LinkedIn- how does your customer want to connect?
n Understanding your social customer in order to
build a valuable, long lasting relationship
n Following social media etiquette to avoid negative
associations to your brand
n Best practices in setting KPI’s to monitor social media
n Analyzing social feedback- developing social analytics
and dashboards to provide insight into relevant data
Rudyard Von De Leon
Director, Customer Care Operations, Western Union
ROUNDTABLEDISCUSSION
PANELDISCUSSION
Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg
5. CONFERENCE DAY TWO
Thursday, 4th June 2015
09:00 Opening Remarks for the Chairperson
Improving Company Culture, Workforce
Management and Development
09:10 Enhancing company culture: Motivation and Leadership
n Having a robust process in place in order to have
seamless internal operations avoiding conflicts
n People empowerment – including the operations
team in the process
n Utilizing the culture of your workforce and implementing
appropriate incentives
n Recognizing the fun and positive reinforcement that
Gamification can bring to customers and employees
alike
n Delving into the latest Gamification and e-learning
software’s and assessing the true value of
implementation
n Promoting your leadership program to attract young
people and improve Gen Y engagement
Jardine Book
Head of Contact Centre, Bayview
09:55 Enhancing company performance by incorporating
effective employee training.
n Linking trainer performance to operational
performance
n How to make training relevant to operations
n Learning about systems that can be put in place to
support change and drive consistency
Rajiv K Bose
Vice President
Training and Implementations
Teleperformance
10:40 Morning Break and Networking
11:10 Looking for seamless growth in the number of agents?
Growing leaders is your go-to solution
n Are you really developing your leaders? How can
companies ensure that they are building good leaders
n Aligning your leadership programmes to your growth
plans
n What are the best practices in monitoring leadership
credentials
n Making it meaningful for talent to stay in the
organization- allowing leaders to understand where
they fit in the grand scheme
n Opening up the channels of communication to allow
feedback
11:55 Change management- Adapting to changes to suit the
needs of your company
n In the fast paced, furious call center world things can
change overnight- Be ready and strategize to manage
changes in customer needs
n Coping with changes in technology adaptation
n Understanding how change in management will
impact your talent
n Keeping up with the shifting goals and readdressing
manpower needs accordingly- how leaders can adapt
n Fostering a collaborative culture and improved
working relationships
Marck Viardo
Site Manager, Alltel
12:40 Lunch Break
13:40 Integration in the Cloud: An important appeal to your
Contact Center?
Reduction in capital expenditure was the most
commonly cited reason for a move to the Cloud (45%),
followed by the belief that a Cloud-based system would
aid a company’s growth (37%) and Cloud computing’s
ability to bring faster deployment in their contact
Center (28%). What’s your reason? Have you made the
move? Do you need to? What you need to consider and
what’s next?
n Evaluating the benefits of integrating Cloud and its
service ability for exceptional Contact Center
Performance
n Integrating cloud with other collaboration tools,
social media tools and CRM systems
n Addressing flexibility and scalability parameters
for Cloud-based contact Center
n Evaluating whether a move to the Cloud may or may
not be the right solution for your contact Center
n How important is selecting an efficient cloud provider?
Excellent talk from Steve
Riddell! Other speakers gave
additional insights on how
to improve effectiveness and
efficiency of the contact center”
ACE
Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg
6. CONFERENCE DAY TWO
Thursday, 4th June 2015
16:30 How can you better understand your customers? Deep
Dive into Data Analytics
Big data and data analytics have long been buzzwords
in contact center strategy, but for many of us an excess
of data is an inconvenience to be disposed of safely,
rather than a valuable mine of information to be tapped.
But times are changing and organizations are more
ready now to adopt analytics as more realize its
productivity benefits.
n Understanding the analytics value chain- how data
can drive decisions and improve performance
n Deep dive into analytics techniques- regression,
time series models, scoring, scenario based models
and probabilistic estimations
n Measuring your delivery approach- enabling
valuable insights and better decisions through
effective collection, storage analysis and
management of quality information
n Relaying information back to the business-
accurately forecasting what data will impact the
business’s bottom line and relaying that in a clear
17:15 Closing Remarks from Chairperson
17:20 End of Conference
Customer Experience Enhancement
14:25 Improving customer loyalty- Skill improvement
equates to performance
n Working towards exceeding customer expectations
to drive customer loyalty
n Fully analyze your existing service and highlight
where you can increase customer satisfaction
n Navigating the fine line between pushing your agents
to achieve maximum operational productivity and
brushing your customer aside
Katsumi Kubota
COO, Fast Retailing Philippines
15:20 Afternoon Break and Networking
15:50 How to enhance customer experience, increase
consumer engagement and loyalty in the call centers
without losing track of operational efficiency?
n Monetising the customer experience journey beyond
the current package to unlock value related to
customer core demand
n Delivering a unique promise to distinguish your
offering so customers become loyal advocates
n Changing call centers’ identity from cost centers to
sales centers
Rosauro Misayah
Operations Manager, Convergys Philippines
The call center week event
really helps the industry calibrate
and ensure that the industry stay
focused”
TELEDEVELOPMENT
This conference has been
a great opportunity to network
and meet peers in the call center
Philippines industry”
GENERAL MOTORS
PANELDISCUSSION
Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg
7. Tuesday, 2nd June 2014 • 9am - 12pm
SITE TOUR & WORKSHOPS
Tuesday, 2nd June 2014 & Friday, 5th June 2015
Implementing Social Media into Your Existing Platform to Drive
Customer Engagement and Reduce Operating Costs
Social customer service is a great new opportunity to drive customer satisfaction and loyalty and reduce
contact center operating cost. In Asia, many companies have attempted to adapt social media into their
multi-channel platform, but how many have got it right?
n Identifying the right channels for your company- twitter, community forums, YouTube, Facebook,
blogs, LinkedIn- how does your customer want to connect?
n Setting appropriate KPIs to effectively measure the progress of implementation
n Understanding your social customer to build a valuable, long lasting relationship
n Following social media etiquette to avoid negative associations to your brand
n Analyzing social feedback- developing social analytics and dashboards to provide insight into
relevant data
Rudyard Von De Leon
Director, Customer Care Operations, Western Union
Friday, 5th June 2015 • 9am - 12pm
The Intangibles of Executive Leadership
This workshop is intended to focus on non-quantifiable measures that can help shift paradigms from
the traditional performance management approach. This workshop addresses executive development by
touching success-profiling and leadership-profiling. The half-day program will help leaders and executives
develop a flexible and resilient strategy that is executable and aims to create measurable alternatives to
non-objective goals.
This workshop aims to:
n Improve managing and mitigating risks assessment
n Gaining new insight into active-profiling
n Effective ways to earn trust and build coalitions between executives
n Driving the organisations strategic direction
n Learning new perspectives on internal management issues
n Expanding executive insight and turning opportunities into profit
Rookie Jonathan Camaclang
Director, Head of Country Shared Sercives Operations, Crawford and Company
Friday, 5th June 2015 • 1pm - 4pm
A
B
SITE TOUR WORKSHOPS
Transcom is a global customer experience
specialist, providing customer care, sales,
technical support and credit management services
through our extensive network of contact centers and work-at-home agents.
They have 29,000 customer experience specialists at 54 contact centers
across 23 countries, delivering services in 33 languages to over 400
international brands in various industry verticals. We are where your
customers are.
Transcom has four office locations in the Philippines and capacity totaling
over 6800 seats. Transcom’s centers are located in three different areas of
the region (Metro Manila, Bacolod City, and Iloilo City). Transcom offers a full
range of services to an international client base.
Transcom’s clients in the Philippines include companies in the following
sectors:
n Financial and Insurance
n Telecoms/Entertainment
n IT
n Retail
n Government
Site tour will be for 3 hrs and will include:
n Corporate Presentation
n Contact Centre Presentation and Q&A
n Tour of the operating premises
Benefits of attending
n Understand the operational ins and outs of running a best-in-class Contact
Centre
n Acquire first-hand knowledge by speaking to the head of Contact Centre
n Share your thoughts and questions about the technological solutions and
their practical ROI
n Network with Contact centre professionals from your region in a more
relaxed setting
Who is the site tour for?
n Site tours are accessible for Contact Centre practitioners and solutions
providers only.
n Slots are limited to 20 for each tour, so book now to secure you place!
Spaces are limited so book early to avoid missing out
Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg
8. LIMITED SPONSORSHIP
OPPORTUNITIES AVAILABLE
2015 SPONSOR:
Can your company deliver efficiency and added value
to Call Center functions?
Are you looking to establish footprint in fast-growing
Philippines market?
Call Center Week Philippines 2015 gives you a plethora of opportunities
to meet Philippine decision makers looking to drive efficiency in their call
Centers
The right event to get involved
Engage directly with 80+ attendees across industries from
Philippines, who are actively seeking better products and
solutions to help enhance their call Center performance
Branding exposure guaranteed: leverage on our print and
online advertisements, website, brochures and weekly email
campaigns to reach the right Call Center audience to your
business
Tailored business development arrangements: simply let
us know which organizations and job titles you are targeting
and we will help you research, qualify and invite the specific
prospects you are targeting to attend the conference
Contact us now at sponsorship@iqpc.com.sg or call +65 6722 9388 to
discuss how we can tailor our sponsorship packages to suit your business
objectives.
Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of software and
services designed to improve the customer experience. The company’s 6,000-plus
customers worldwide have benefitted from its cloud and on-premises solutions for
contact center, unified communications, and business process automation. Interactive
Intelligence is among Software Magazine’s 2013 Top 500 Global Software and Service
Providers, and has received a Frost & Sullivan Company of the Year Award for the last five
consecutive years. In addition, Glassdoor honored Interactive Intelligence with its 2014
Employees’ Choice Award as one of the Best Places to Work in the U.S., and Mashable
ranked Interactive Intelligence second on its 2014 list of the Seven Best Tech Companies
to Work For.
The company was founded in 1994 and employs more than 1,900 people worldwide.
Interactive Intelligence is headquartered in Indianapolis, Indiana and has offices
throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific.
www.inin.commy
Past sponsors included:
SPONSORSHIP OPPORTUNITIES
Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg