The Global Association for Contact Center Best Practices & Networking

Las Vegas – At the 2010 Best Practices Conference – The Top Ranking Performers in the Contact Center World – delegates heard from organizations who run internal incentive schemes to motivate agents/ reps in their contact center.

The presenters included NCS (Singapore), Yapi Kredi Bank (Turkey) and St. George Bank (Australia). The audience heard all presentations and were asked to vote on who is to be named the ‘best in the world’.

NCS was voted no.1 by the audience in a tough contest based on the information and questions and answer session.

NCS Pte. Ltd is a third-party contact centre providing outsourcing solutions to corporate and government agencies in Singapore. Just like other Contact Centres, they face the usual challenges of staff attrition and adherence issues. As part of their continuous effort to improve our staff retention rate and manage the day-to-day staff attendance and performance issues, they have created and designed an innovative incentive scheme. It has improved staff morale, enhanced staff motivation and rewarded their good performers.

The delegates heard about the scheme developed by NCS that engaged the hearts , minds and excited their staff – they introduced DRIVE and improved efficiency, achiever rates, lowered attrition and lowered absenteeism.

Presenter, Yap Hong Eng, Manager, Customer Care Operations, NCS Pte. Ltd told us "It was my first ever participation in the Contact Center World Awards and it was absolutely fantastic! The whole experience was so different from the "usual" conference where you heard a lot of "sales talk", but over at the CCW conference, you get to hear from the industry experts around the world which gave me lots of learning opportunities over the best practices, creative ideas and cultural exchanges. Most of all, I get to meet really nice people and made some good friends along the way."

He added "Having to win the Gold Award and Rank #1 in the world in my presenting category under Best Incentive Scheme signify a key milestone for our team as we have put in lots of thoughts and efforts on things that we do to shape positive behavior in our Contact Centre. The conference was great and gave us lots of insights on best practices and it really impressed us a lot with the ideas, innovation and passions from the contact centre industry around the world. Very good job done by you and the team! Kudos!"

Pic above shows Yap Hong Eng, Manager, Customer Care Operations, NCS Pte (right) receiving the #1 award from ContactCenterWorld President Raj Wadhwani in Las Vegas Nov 5th 2010


Raj Wadhwani, President of ContactCenterWorld added "I was impressed by all the presentations in this category, especially as they all relate to incentives and motivating front line staff. What really impressed me about NCS was how they developed a scheme to win the hearts and mind of their staff and realized that they needed to excite as well and came out with DRIVE. The results are impressive – results that any center would be proud of. Well done to Yap Hong Eng and his team for the results and sharing what they did with the rest of us. "

The Top Ranking Performers in the Contact Center World Awards is an annual benchmarking and best practices awards program run by Contact Center World. More details of the 2011 awards which are open for entry until end of January 2011 at this link http://www.contactcenterworld.com/worldawards

The Top Ranking Performers Conference is a conference series that consists of 4 events around the world – 3 regional and 1 global best practices conference that is open for anyone to attend.

More details of the 2011 conferences are at this link http://www.contactcenterworld.com/conferences

A full list showing the 2010 Global Rankings for all awards can be found at this link
http://www.contactcenterworld.com/worldawards/award-rankings.aspx?id=B1AF3648-3E6D-4B47-9219-FDE4BD016F25