Registration OPEN - tea/coffee available All pre-registered delegates who have electronic passes to arrive to collect their conference packs and can arrive around 8:15am

All First Time attendees staying at the Hotel Palace are invited to join a special breakfast at 7:45am - details to be provided seperately.

Welcome and introduction - Raj Wadhwani, President ContactCenterWorld

Raj will cover the conference materials, how to use some of the tools, introduce delegates and will start the event.

The majority of contact centers operate with between 51-249 front line professionals. Hear how these world class centers manage their center covering all aspects of the operation - people, technology, processes and strategy. They will share their top tips for performance and service.

View a full list of all companies Presenting at this event at this link

Presentations From:

Sinem Ozel Ucar - CRM Communication & Business Development Center Unit Manager

Turkey

Speaker Bio

Borusan Otomotiv

Center Size:75

Company Bio

About Our Center

Borusan Otomotiv, founded with the partnership between Borusan Holding and Giwa Holding operating in Germany has been the Turkey distributor of BMW. With the addition of BMW Motorrad in 1992, Land Rover in 1998, MINI in 1999 and Jaguar in 2014; the range of Borusan Otomotiv has expanded.

Role of the Center:

The CRM vision of Borusan Otomotiv Group is achieving increased customer satisfaction, loyalty and profitability through a personalized customer experience enabled by a simple, fast and omni-channel CRM approach. In line with this vision, Borusan Otomotiv Customer Interaction Center becomes a crucial touch point of the premium customer experience. Our single centralized center provides a 365-day customer service.

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Annie Padayachee - Executive - Customer Interaction Centre

South Africa

Speaker Bio

Smollan

Center Size:150

Company Bio

About Our Center

Founded in 1931, Smollan is a retail solutions company, delivering growth for retailers and brand owners across five continents. Smollan covers every aspect of how brands are managed in retail environments through the creation and execution of leading solutions in field sales, retail execution, retail marketing and technology. Internationally recognised for our exceptional human platform of over 60 000 people and sophisticated systems, we drive sales and create brilliant shopper experiences for some of the world’s most loved brands. Smollan has a long legacy of partnering with brand owners and retailers to deliver accelerated growth by increasing reach, driving availability and visibility, increasing efficiency and delivering superior shopper experiences. We operate across emerging and developed markets, modern and general trade, in physical and digital channels.

 
We will be sharing our best practices which include
 

1. Focus on being customer orientated
2. Strive to be a strategic partner to clients
3. Focus on providing agile solutions
4. Take a strategic approach to aligning employee engagement with all communication efforts
5. Consistently develop software platforms to enable delivery
6. Strong market knowledge is key to understanding client needs
7. Strive to be seen as thought leaders and trusted advisors
8. Consistently innovate services to maintain best practice
9. Drive leadership growth through accountability and performance
10. Utilise Technology to enable key efficiencies

 

Role of the Center:

Customer service and consumer satisfaction is core to brand loyalty. With over 14 years worth of experience with top global brands, the CIC have developed custom solutions for various business models. Maximising results from brand campaigns, and giving one access to a truly omni-channel environment, in multiple languages, allowing one's customers to interact with their brand in any channel when it is convenient. For many clients, the CIC is the initial interaction point, between the customer and the brand. This enables us to provide an invaluable amount of information about their customer base, providing data-driven insights into behaviour, spending patterns and preferred method of contact. These insights enable more sales via targeted campaigns, build stronger brand relationships with customers, increase the overall lifetime value of the customer, and highlight opportunities to reach potential customers.

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Deven Govender - Head of Operations

South Africa

Speaker Bio

Merchants SA

Center Size:160

Company Bio

About Our Center

About the client: CCBA is the largest Coca Cola bottler in Africa and accounts for about 40% of all Coca Cola beverage volumes in Africa, which makes it the 9th largest Coca Cola bottling partner worldwide service 12 high-growth countries; with a diverse pan-African footprint of more than 30 bottling plants servicing over 550,000 outlets and serving a consumer base of over 249 million people across the continent. CCBA has more than 15,000 employees spread across Africa, and holds the number one market position across most territories in which it trades in Africa, which include, Uganda, Mozambique, Kenya, Namibia, Ghana, Tanzania, Ethiopia, the islands of Mayotte and Comoros. CCBSA is the South Africa division, accounting for roughly 70% of CCBA’s produced and sold volume. The group aspiration is to be the best Coca-Cola bottler in the world and Africa’s most valuable independent food and beverage-company, driven by engaged, motivated, and capable employees.

Role of the Center:

The CIC (customer interaction centre) is primarily responsible for fulfilling Sales Orders and managing any query or complaints for our Clients soft drinks customers. As part of a hybrid sales force, the CIC maked up 70% of all sales revenue and thus plays a pivotal role for the customer in ensuring all sales and cost reduction strategies are achieved, while provide a world class customer experience. The overarching contact centre strategy is focused on increasing sales and growing and retaining our Clients existing customer base. To achieve this we are focused on generating additional revenue by providing efficient service across multiple channels and create additional capacity. Our strategic objectives are aligned with our Clients vision to: 1) Improve operational efficiency 2) Reduce costs 3) Grow Sales revenue 4) People and Customer First

Douwes Sorgdrager - Head of CIC (Customer interaction Center)

South Africa

Speaker Bio

Coca Cola Beverages South Africa

Company Bio

About Our Center

CCBA is the largest Coca Cola bottler in Africa and accounts for about 40% of all Coca Cola beverage volumes in Africa, which makes it the 9th largest Coca Cola bottling partner worldwide service 12 high-growth countries; with a diverse pan-African footprint of more than 30 bottling plants servicing over 550,000 outlets and serving a consumer base of over 249 million people across the continent. CCBA has more than 15,000 employees spread across Africa, and holds the number one market position across most territories in which it trades in Africa, which include, Uganda, Mozambique, Kenya, Namibia, Ghana, Tanzania, Ethiopia, the islands of Mayotte and Comoros. CCBSA is the South Africa division, accounting for roughly 70% of CCBA’s produced and sold volume. The group aspiration is to be the best Coca-Cola bottler in the world and Africa’s most valuable independent food and beverage-company, driven by engaged, motivated, and capable employees.

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Marius Swanepoel - Manager: Business Development

South Africa

Speaker Bio

Volkswagen Group South Africa

Center Size:150

Company Bio

About Our Center

Volkswagen Group South Africa is a wholly owned subsidiary of Volkswagen Group AG and employs in excess of 5000 people. The Volkswagen Group comprises eleven brands: Volkswagen, Audi, Bentley, Bugatti, Lamborghini, Porsche, Scania, Ducati, SEAT, Skoda and Volkswagen Commercial Vehicles. The Group operates 60 production plants around the world and nearly 370 000 employees produce about 28 000 vehicles or are involved in vehicle-related services each working day. The Volkswagen Group sells its vehicles in more than 150 countries worldwide.

Role of the Center:

The Volkswagen Group South Africa Customer Interaction Centre (CIC) was established in 2004. To remain a leader in the automotive industry it is imperative to have an acute understanding of customer needs and to ensure that people, processes and technology are aligned and geared to reach and exceed the overall company objectives. The CIC offers its customer base a host of inbound services, namely: 24 hour Roadside Assistance, General Enquiries, Customer Care, Dealer Helpdesk, Fleet Support Services and Social Media that supports a national dealer network of approximately 150 dealerships comprising the Audi, Volkswagen and Volkswagen Commercial Brands. The role of the Customer Interaction Centre is to provide end-to-end Contact Centre services in support of customer loyalty, acquisition and retention. Strategically positioned at the VWSA manufacturing plant in Uitenhage, the Customer Interaction Centre is set to become the strategic imperative of customer service within the organization.

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Topics relating to this track: Technology ● Customer Engagement ● Strategy ● Operational Management ● Performance ● Employee Engagement

Morning Refreshment Break - tea/coffee, soft drinks and snacks served. FOYER

Large contact centers have some unique challenges. We have gathered the best to share their ideas and opinions with you. They deliver outstanding results and customer satisfaction. hear how they do it.

View a full list of all companies Presenting at this event at this link

Presentations From:

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Miray Yılmaz Okunakol - Customer Experience & Operation Development Director

Turkey

Speaker Bio

Alonet Bilgi

Center Size:750

Company Bio

About Our Center

Alonet Bilgi The Company was established in 2012 in Istanbul. We are a Customer Experience Center of Turkey, operating with 900 employees and a capacity of 2.000 seats. In 9 main industries including Telecommunications, Retail, Finance & Insurance...We are designing over 10 clients’ customer experience including multinational companies, so we are deepening our sector based excellence. We are in 3 Locations in Turkey.

Role of the Center:

The Company was established in 2012 at Istanbul , We are the one of Leading Customer Experience Center of Turkey, operating with 750 employees and a capacity of 2.500 seats. In 9 main industries such as Telecommunications,Retail,Finance&Insurance...We are designing over 10 clients’ customer experience.Some of them are multinational companies.So we are deepening our sector based excellence. Callcentre Services, Customer Relationship Management, Process Management, Alternative Service Channels Management (Interactive Voice Responce, SMS, WEB, Face2Face Services etc...), Professional Facility Management, Callcentre Seat Renting We are in 3 Locations in Turkey.Istanbul , izmir,sivas

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Sean Moss - Head of Sales

South Africa

Speaker Bio

Talksure

Center Size:400

Company Bio

About Our Center

Established in 2010, Talksure is an authorised Financial Services Provider in terms of the South African FAIS (financial advisory and intermediary services) Act. We are a South African based contact centre which specialises in outbound sales and customer lifecycle management. Our product and services offering includes, customer services, premium collection, sales campaigns for in-house and partner brands and lead generation in both the domestic and international market. Talksure has over 800 employees, consisting of more than 500+ selling agents as back office staff covering areas of compliance, data management, software development, premium collection, training and development. Building on a culture of high performance, innovative business practice, care for our employees and the agility to act fast, Talksure has evolved into a major role player in the South African BPO industry.

 
We will be sharing our best practices which include
 

1. Stratified commission and incentive programme – Driving an upwards cycle of performance
2. Data management and warehousing - Improving performance with data driven performance
3. Selling highly regulated financial services products – Integrating compliance and QA
4. Including Social media and digital channels in the sales cycle
5. Recruitment and Training – Academy model

 

Role of the Center:

Talksure handles several million domestic clients each year and is fast approaching an active client base of 400,000 individuals and 800 full-time employees. We journey with our customers from lead generation to sale, post-sales satisfaction surveying, customer queries, claims, retention and collections. We are a licensed financial services provider and offer bespoke solutions for a range of leading insurance and non-insurance brands, as well as developing, servicing and marketing our own product suite. We believe we play a role in bettering the lives of those that are employed within our organisation as well as a role in bettering the lives of people outside of our organisation through the products that we provide. Talksure is built on family values. Those family values follow through into what we expect from our employees, how we treat our clients and what kind of partner we are to do business with. We believe in living our values and through this, we aim to improve the lives of all people who come into contact with the Talksure brand as well as the products we sell.

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Ahmed Samak - Project Manager

Saudi Arabia

Speaker Bio

Saudi Citizen's Account

Center Size:700

Company Bio

About Our Center

The Citizen Account Program is a national program created to protect Saudi households from expected direct and indirect impacts of the various economic reforms. The support is offered through direct cash transfers to beneficiaries.

Role of the Center:

Support Kingdom Saudi Arabia Citizens in order to register, modify, earn and have their questions answered regarding Saudi Citizen's Account.

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Topics relating to this track: Technology ● Customer Engagement ● Strategy ● Operational Management ● Performance ● Employee Engagement

Have over 1000 agents? Then you are a Mega center! We have gathered the best to share their ideas and best practices with you including :

• How they recruit and train
• Manage and motivate
• Utilize technology and infrastructure
• Business strategies that worked for them
• Share ideas to help your center improve no matter what size it is!

View a full list of all companies Presenting at this event at this link

Presentations From:

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Ebru Demir - Operations Director

Turkey

Speaker Bio

AssisTT

Center Size:8000

Company Bio

About Our Center

AssisTT, serving in 20 cities and 25 different centers throughout Turkey with approximately 10 thousand employees, is a customer contact point. It also serves as a strategic companion to many public organizations and private companies in addition to Turk Telekom group companies. As one of the biggest call center company in Turkey, AssisTT aims to be the company that defines standards in its field in a short time.

Role of the Center:

AssisTT is a contact center company, established in November 2007 as a subsidiary of Turk Telekom. Beyond a conventional call center, it provides solutions such as sales and marketing, social media management and mailing to its customers.

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Topics relating to this track: Technology ● Customer Engagement ● Strategy ● Operational Management ● Performance ● Employee Engagement

Customers don't ask, they demand a range of channels so they can choose how they communicate with your company. Having every interaction being handled by a live person is costly and sometimes not necessary. Find out how the best in the region are using self-service technologies and positively enhancing the customer experience!

View a full list of all companies Presenting at this event at this link

Presentations From:

Muhammad Sammy - Project Manager

Saudi Arabia

Speaker Bio

Ministry of Education (KSA)

Company Bio

About Our Center

Tawasul Contact Center: The call center for MoE is called Tawasul "translated to connect in English" and aims to handle all MoE customers, or employees, including Students, Teachers, Parents...etc. The services provided by the call center include handling all queries and complaints, as well as providing technical support for customers and employees, as well as an emergency service for any accidents, malfunctions, technical issues related for MoE or any education establishment in KSA.

Role of the Center:

Customer support and handling inquiries, complaints, emergencies, and technical issues for all beneficiaries of the services provided by MoE, whether be it Students, Teachers, Parents, Employees...etc.

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Topics relating to this track: Self Service ● Innovation ● Technology ● Performance ● Security ● Productivity Tools

Customers don't ask, they demand a range of channels so they can choose how they communicate with your company. Having every interaction being handled by a live person is costly and sometimes not necessary. Find out how the best in the region are using self-service technologies and positively enhancing the customer experience!

View a full list of all companies Presenting at this event at this link

Presentations From:

Watch Preview

Kadir Ataş - Communications Manager

Turkey

Speaker Bio

AssisTT

Company Bio

About Our Center

AssisTT, serving in 20 cities and 25 different centers throughout Turkey with approximately 10 thousand employees, is a customer contact point. It also serves as a strategic companion to many public organizations and private companies in addition to Turk Telekom group companies. As one of the biggest call center company in Turkey, AssisTT aims to be the company that defines standards in its field in a short time.

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Topics relating to this track: Self Service ● Innovation ● Technology ● Performance ● Security ● Productivity Tools

Lunch Break - 3-course hot /cold buffet lunch included in the restaurant.

Great infrastructure and great people don't make for a world class contact center alone - leadership is key. Hear some great best practices in this session

View a full list of all companies Presenting at this event at this link

Presentations From:

Jane Karugi - Head of Customer Service

Kenya

Speaker Bio

DHL Express

Center Size:17

Company Bio

About Our Center

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market leader in the logistics industry. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics, and international mail services to its customers. DHL's global network composed of more than 220 countries and territories and more than 300,000 employees worldwide, it offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management, and education.

Role of the Center:

Our Contact Centre supports our customers to access and purchase our products and services. It is also a communication platform used to share information with our customers externally and internally. At the contact center ,we also do upselling , promote new products, support with complaint handling and general follow issues that may be facing our customers. We also attend to all enquiries coming in through the phone call, emails or walk in customers. We connect our customers to other departments and functions of the business, depending on what the need may be.

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Bronwyn Herrmannsen - Head of Customer Services South Africa

South Africa

Speaker Bio

DHL Express

Center Size:123

Company Bio

About Our Center

We area a courier company in over 220 countries in the world.

Role of the Center:

Customer Service plays a critical role in driving DHL’s 2020 Strategy of Focus.Connect.Grow. As such, we have in place several processes, tools and programmes to help us consistently provide outstanding quality service. Performance is monitored on a minute by minute basis to ensure that we are meeting our daily KPI’s and most importantly have an accurate record of the level of service we are providing for our customers. We are predominantly an inbound call centre however we also make follow up calls to our customers who raise a service query with us. We support customers by providing quotes, arranging collections and opening traces on their shipment that require follow-up.

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Turky Almuharib - Head of Phone Banking Services

Saudi Arabia

Speaker Bio

Bank Aljazira

Company Bio

About Our Center

Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. BAJ commenced its business on October 9, 1976. BAJ is recognized as one of the leading Shari'ah compliant fast growing financial institutions in Saudi Arabia, client-driven and service-oriented Saudi Financial Group which provides individuals, businesses and institutions with innovative Shari'ah compliant financial services through professional and dedicated staff. We will be talking about: - Differentiation - Vision & Strategy - Success Elements

Role of the Center:

Aljazira Phone acts as a 24/7 one-stop-shop for Bank Aljazira existing and potential customers, we offer Service, Sales, Inbound, Outbound, Agent, IVR, Online Banking Help Desk, Social Media Help Desk, Branch Help Desk and PoS Merchants Help Desk services.

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Topics relating to this track: Team Management ● Strategy ● Leadership ● Employee Engagement ● Performance ● Motivation

The working environment has a huge impact on morale and performance, even customer service!

• Find out how leading contact centers have created fantastic environments
• Hear their top tips.
• Learn best practices for design and the environment

View a full list of all companies Presenting at this event at this link

Presentations From:

Marlene Fernandes - Head of Operations

Portugal

Speaker Bio

Randstad Portugal

Center Size:12000

Company Bio

About Our Center

Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

Role of the Center:

Support Customers

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Topics relating to this track: Motivation ● Design ● Environment ● Employee Engagement

Afternoon break tea/coffee, soft drinks and snacks served (foyer)

We now focus on outsourced centers where leadership is key. Hear some great best practices in this session

View a full list of all companies Presenting at this event at this link

Presentations From:

Jennifer Algie - People Director

South Africa

Speaker Bio

Merchants SA

Center Size:5500

Company Bio

About Our Center

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.

Role of the Center:

People Director, my role is to ensure that Merchants creates the right environment for our people to succeed to ensure easy, positive and brilliant service to the customers we serve.

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Miguel Azevedo - Business Unit Manager

Portugal

Speaker Bio

Randstad

Center Size:12000

Company Bio

About Our Center

Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

Role of the Center:

Customer care

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Topics relating to this track: Team Management ● Strategy ● Leadership ● Employee Engagement ● Performance ● Motivation

Managing inbound calls etc is one thing, managing outbound and making them successful is another. These companies will share:

• How to set up outbound programs - their story!
• What worked well and
• Tips and ideas on how to make them effective

View a full list of all companies Presenting at this event at this link

Presentations From:

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Johnaton Dorasamy - Sales Manager

South Africa

Speaker Bio

Multichoice

Company Bio

About Our Center

MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business, which has been in operation since 1995.

Role of the Center:

We sell Decoder Insurance to existing customers. The insurance covers Multichoice Hardware and ranges from different prices R20 to R35. We are a cold calling environment which offers the insurance cover in the event of theft, flood, technical malfunction ect... We have over 1.4 million customers on the books, which took us over 7 years to achieve. Our claims ratio is less then 5% making this a cash cow for the business. Multichoice in total has over 6 million customers which means there is still a lot of potential to grow and focus on getting all customer covered under Decoder Insurance. The insurance is unique and there are no other players in the market which is 100% focused on Multichoice hardware. The insurance market which is flooded focuses more on vehicle and home insurance and even if home insurance covers the hardware, the excess is very high. With our insurance we have no excess, we pay 100% of claims, with over 50 staff selling we exceed 1 000 sales per day. In total this department contributes over 300 million Rand in profit per year.

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Topics relating to this track: Outbound ● Strategy

TBC

Find out from some of the best project managers out there, some tips and tricks to help you manage projects in your contact center!

View a full list of all companies Presenting at this event at this link

Presentations From:

Adam Gottlich - Senior Manager Behavioural Science

South Africa

Speaker Bio

Standard Bank Insurance Brokers

Center Size:230

Company Bio

About Our Center

Standard Bank has a 153-year history in South Africa and started building a franchise in the rest of Africa in the early 1990s. We currently operate in 18 countries on the African continent, including South Africa, as well as in other selected emerging markets.

Role of the Center:

Sell products in the short term insurance sector as well in the assurance and secured lending segments. We also sell short term commercial insurance across South Africa. We sell products that cater to the specific needs of our clients in a way that is truly customer-centric. As a brokerage, we have access to a panel of underwriters whereby we can ensure that we get our clients the best possible deal at every juncture and also do the shopping for them in order to save them time and stress should they lack the specific acumen that is associated with insurance. We have two sales contact centres which are divided into multiple arms that service specfic clients with defined income bands. We also group related insurance products such that we are able to solve our customers' problems in a holistic sense. We have a variety of products within each insurance category requiring our consultants to be highly knowledgeable, multi-skilled, and experts in treating our customers fairly. Simply put, the role of the sales contact centre is to provide peace of mind to our customers and to sell a product that meets their individual needs and will be there should they need it.

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Topics relating to this track: Strategy

End of conference sessions for the day

Delegate Bowling Networking Nite! Highly Recommended!
- a fun evening for all delegates. We ask for a nominal donation for charity! In past few years we have raised money and donated it to Medical Missions For Children, UNICEF, Humane Society and Doctors Without Borders. This is a fun event and includes snack foods, beer, soft drinks etc and bowling! It's a great way to meet other delegates and have some fun.
We will take a bus to the venue and be back around 10:30pm. Places must be booked min 24 hours in advance

Welcome and introduction - Raj Wadhwani, President ContactCenterWorld

For those of us involved in selling products or services or considering selling on the back of service calls, getting highly motivated sales agents fired up and keeping them fired up is key. Hear from these front line professionals as they share:

• How to stay motivated in sales
• What they do to help others succeed
• Their tips for managing sales professionals

  View a full list of all companies Presenting at this event at this link

  Presentations From:

  Minenhle Mathobela - Sales Consultant

  

  

  South Africa

  Speaker Bio

  Multichoice

  Center Size:51

  Company Bio

  About Our Center

  MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business, which has been in operation since 1995.

  Role of the Center:

  Participating in campaigns to increase insurance sales, Retaining existing and attracting new customers. Ensuring customers understand the insurance processes and procedures to avoid unnecessary cancellation of insurance including the incorrect selling/activation of insurance.

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  Alexandre Pereira - Sales Professional

  

  

  Portugal

  Speaker Bio

  Randstad Portugal

  Company Bio

  About Our Center

  Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

  Role of the Center:

  My Contact Center is a Support service to customer one, for a telecommunications company and we: - Handle inbound calls: customer calls us to obtain information about equipment’s, services, tariffs, to report malfunctions, ask for help and Customer retention; in my contact center we handle inbound calls for mobile and fixed services, for 7 different segments of our Client customers and 1 for internal Customers; - Handle Outbound calls to campaigns launched by our client; - Back-office: beside treating the Work-Orders requested by our answering agents, we deal with Email Response.

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  Topics relating to this track: Motivation ● Sales ● Incentives

Want to hear first hand how analysts can help you with some ideas and best practices? They will:

• Share information on what analysts really do
• demonstrate some of their best practices
• Help you with several best practice tips

View a full list of all companies Presenting at this event at this link

Presentations From:

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Yusuf Adams - WFM Specialist Consultant

South Africa

Speaker Bio

Merchants

Center Size:4500

Company Bio

About Our Center

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.

Role of the Center:

As part of Merchants Support Services, my centre provides support through on site and remote analytics to identify WFM opportunities within our own contact centres as well as providing consulting to contact centres outside of our organisation.

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Topics relating to this track: Analytics ● Performance

Large contact centers have some unique challenges. We have gathered the best in to share their ideas and opinions with you. The best large contact centers do amazing things - they deliver outstanding results and customer satisfaction. hear how they do it.

View a full list of all companies Presenting at this event at this link

Presentations From:

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Amjad Naim - Call Center Manager

United Arab Emirates

Speaker Bio

Mashreq Bank

Center Size:350

Company Bio

About Our Center

Mashreq has provided banking and financial services to millions of customers and businesses since 1967. We are one of UAE's leading financial institutions with a growing retail presence in the region including Egypt, Qatar, Kuwait and Bahrain. We focus on providing our customers access to a wide range of innovative products and services. Our branch network extends across the UAE with one in every two households in the UAE banking with us. We also have customer service centres in key retail locations and one of the largest ATM networks in the country. We also have 12 overseas offices in nine countries, including Europe, US, Asia and Africa.

Role of the Center:

Our Call Center is a highly professional, multinational, multilingual contact center which provides 24 x 7 SUPPORT catering entire Retail Banking Group. This team is backed by the best in class IVR and dynamic call routing technology – a perfect balance of efficiency and personalization. We operate on the core belief of customer centered Innovation and a currently working on pushing our First Point of Resolution scores northwards of 80%. We servicing the following unique geographies and customer segments:- – UAE Banking, Qatar, Bahrain & Kuwait – Priority Banking – Gold and Private Segments – Securities – Small & Medium Enterprise – Interacting with 140,000+ customers every month – Our entire product suite can be bought over the phone

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Omer Kalin - Arcelik Call Center Manager Contact Center Group Manager

Turkey

Speaker Bio

Arcelik Pazarlama A.S.

Center Size:350

Company Bio

About Our Center

Arcelik A.S. Year of Establishment: 1955 Headquarters: Istanbul,Turkey Having operations in durable consumer goods industry with production, marketing and after-sales services, Arçelik A.Ş. offers products and services around the world with its 27,000 employees,15 different production facilities in 6 countries (Turkey, Romania, Russia, China, South Africa and Thailand), its sales and marketing companies all over the world and its 10 brands (Arçelik, Beko, Grundig, Blomberg, ElektraBregenz, Arctic, Leisure, Flavel, Defy and Altus) serving products and services in more than 135 countries. International organization in 27 countries. The consolidated net sales turnover: 2015/3rd Quarter: TRY 10,1 Billion Position in Turkey: Market leader in white goods, LCD TV and air conditioners Vision: Respectful to the World, Respected in the World. Vision Targets: SUSTAINABLE GROWTH, GLOBAL TARGET MARKET approach, INNOVATIVE products and applications, CORPORATE RESPONSIBILITY, GLOBAL ORGANIZATION

 
We will be sharing our best practices which include
 

1. Our (Arcelik Contact Center) Principle
2. Customer Centric Time Management
3. Creating Awareness for Customer Loyalty and Satisfaction
4. NPS
5. Customer Loyalty Risk Score
6. The results & gains of these processes

 

Role of the Center:

Arcelik have operations in durable consumer goods industry with production, marketing and after-sales services. Arçelik Contact Center is the FIRST Contact Center in TURKEY. It has been operated since 1991. Our principle is make customers to feel the best customer experience 7/24 not in words, but of deeds. In this regard, we strive for being one step ahead of customer’s demands and moves with the vision of “to reach more customers with innovative products and applications in rapidly changing world “provided by optimized processes and digitalized technology with maximum productivity and minimum cost. We have won many awards in the national and international field with our customer satisfaction and CRM applications In our opinion, secret of success for excellent customer experience is managing the perception, empathy and interaction of customer. As a result we want to live and sustain end to end customer experience management. Our contact center includes both support and sales function. We have inbound (white goods, TV, nontv, fcr processes, pos device and other dealer&service system's support teams) Outbound ( sales, inquiry and survey process teams) Solution Center, Back Office, Social Media, IT Help Desk Support, Reporting and Training and Quality teams.

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Vladimira Rosendorfova - Office Manager

Slavena Summerfield - Head of Call Center

Czech Republic

Speaker BioSpeaker Bio

CEZ Prodej, a.s.

Center Size:500

Company Bio

About Our Center

The CEZ holding is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic.

 
We will be sharing our best practices which include
 

1. CEZ Customer Services - Today, Tomorrow.
2. The World Is Changing.
3. The Situation On The Energy Market.
4. Our Vission, Our DNA.
5. Main Strategic Goals.
6. Our Customers, Our Employees.
7. Digitalisation.
8. Feedback.

 

Role of the Center:

We are is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. We are responsible for the whole service (retail segment) in the Czech Republic. Our role is: support customers and also sell products - electricitry, gas and others.complementary products.There are many ways to contact us - customers can use the customer service line, web based virtual sales office, visit the 24 customer centers or 53 offices of business partners - all contact places are situated in significant cities. There are 500 employees in customer branches, serving face to face customers. Almost 5500 customers visit us daily in our contact centers.

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Topics relating to this track: Technology ● Customer Engagement ● Strategy ● Operational Management ● Performance ● Employee Engagement

Social media has changed the way we do business and communicate. Comments about service and feedback is online and goes viral in seconds. Customers expect to communicate more and more using these new channels. In these sessions find out:

• How the best in the World are leveraging social media channels
• How they are making them work with the contact center.
• Tips and tricks

View a full list of all companies Presenting at this event at this link

Presentations From:

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Marius Swanepoel - Manager: Business Development

South Africa

Speaker Bio

Company Bio

About Our Center

Volkswagen Group South Africa is a wholly owned subsidiary of Volkswagen Group AG and employs in excess of 5000 people. The Volkswagen Group comprises eleven brands: Volkswagen, Audi, Bentley, Bugatti, Lamborghini, Porsche, Scania, Ducati, SEAT, Skoda and Volkswagen Commercial Vehicles. The Group operates 60 production plants around the world and nearly 370 000 employees produce about 28 000 vehicles or are involved in vehicle-related services each working day. The Volkswagen Group sells its vehicles in more than 150 countries worldwide.

Role of the Center:

The Volkswagen Group South Africa Customer Interaction Centre (CIC) was established in 2004. To remain a leader in the automotive industry it is imperative to have an acute understanding of customer needs and to ensure that people, processes and technology are aligned and geared to reach and exceed the overall company objectives. The CIC offers its customer base a host of inbound services, namely: 24 hour Roadside Assistance, General Enquiries, Customer Care, Dealer Helpdesk, Fleet Support Services and Social Media that supports a national dealer network of approximately 150 dealerships comprising the Audi, Volkswagen and Volkswagen Commercial Brands. The role of the Customer Interaction Centre is to provide end-to-end Contact Centre services in support of customer loyalty, acquisition and retention. Strategically positioned at the VWSA manufacturing plant in Uitenhage, the Customer Interaction Centre is set to become the strategic imperative of customer service within the organization.

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Topics relating to this track: Social Media ● Innovation ● Customer Engagement

Raising your profile and doing great things for the community is a major drive for many organisations.

• Hear how some companies have achieved great results with community programs
• Find out how to engage staff to get involved
• Learn tips and tricks

  View a full list of all companies Presenting at this event at this link

  Presentations From:

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  Jennifer Algie - People Director

  

  

  South Africa

  Speaker Bio

  Merchants SA

  Center Size:5500

  Company Bio

  About Our Center

  Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.

  Role of the Center:

  Inbound and outbound sales, customer service, help desk (internal and external)

  ---

  Topics relating to this track: Employee Engagement ● Community ● Brand Development ● Motivation

Morning Refreshment Break - tea/coffee, soft drinks and snacks served. FOYER

Recruiting the right staff at the right time can be challenging - hear how these organizations do just that. You will:

• Learn new tips and tricks
• Have ideas on alternative methods
• Hear the results of other recruitment drives
• Find out how to make recruitment more successful

View a full list of all companies Presenting at this event at this link

Presentations From:

Cláudia Martins - Branch Manager

Portugal

Speaker Bio

Randstad Portugal

Center Size:12000

Company Bio

About Our Center

Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

Role of the Center:

Multi Lingual Contact Centers with the main Languages as of French, English, Spanish, Italian, Dutch and German. Three distinct sites, located on 2 cities(Porto and Braga) and a program of Homeworking. Support to B2C, B2B, E-commerce, B2B2C, across several platforms and diferent clients Diferent program levels within the clients: Tier 1 Phone Support Services Tier 2 Phone Support Services Tier 1 Chat and Email Support Services Tier 2 Chat and Email Support Services

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Ilse Hess - Head of Talent

South Africa

Speaker Bio

Merchants

Center Size:5500

Company Bio

About Our Center

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.

Role of the Center:

Merchants is a leading Customer Management Outsourcing solution provider specialising in delivering exceptional customer experiences. We are pioneers in the contact centre industry with almost 35 years of experience in designing, building and operating contact centres around the world on behalf of blue chip clients. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards. We are passionate about people. Our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

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Olesya Krasutskaya - Project Manager

Russia

Speaker Bio

Telecontact

Center Size:3500

Company Bio

About Our Center

Telecontact started in 1999 among first outsourcing call centers in Russia. Now the company operates a distributed contact center system of 18 sites in 9 cities over 5 countries: Russia, Ukraine, Belarus, Kazakhstan and Uzbekistan; the overall amount of full time equivalent agents now is 3500+. Telecontact provides the full range of inbound and outbound services, involving all up-to-date communication channels. The industries most presented in clients portfolio are Banking (50%+), E-commerce, and Telecom. Since 2009 the company has the biggest revenue share on Russian market.

Role of the Center:

Telecontact provides the full range of inbound and outbound services, involving all up-to-date communication channels.

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Topics relating to this track: Strategy ● Employee Engagement

Customer Loyalty is not the same as customer satisfaction - a satisfied customers does not mean a loyal customer. In this session:

• Hear how to develop loyalty programs
• Find out what the best do and how
• Learn tips and tricks

View a full list of all companies Presenting at this event at this link

Presentations From:

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Kayahan Balta - Customer Services Expert

Turkey

Speaker Bio

Arcelik Pazarlama A.Ş.

Center Size:350

Company Bio

About Our Center

Arcelik A.S. Year of Establishment: 1955 Headquarters: Istanbul,Turkey Having operations in durable consumer goods industry with production, marketing and after-sales services, Arçelik A.Ş. offers products and services around the world with its 27,000 employees,15 different production facilities in 6 countries (Turkey, Romania, Russia, China, South Africa and Thailand), its sales and marketing companies all over the world and its 10 brands (Arçelik, Beko, Grundig, Blomberg, ElektraBregenz, Arctic, Leisure, Flavel, Defy and Altus) serving products and services in more than 135 countries. International organization in 27 countries. The consolidated net sales turnover: 2015/3rd Quarter: TRY 10,1 Billion Position in Turkey: Market leader in white goods, LCD TV and air conditioners Vision: Respectful to the World, Respected in the World. Vision Targets: SUSTAINABLE GROWTH, GLOBAL TARGET MARKET approach, INNOVATIVE products and applications, CORPORATE RESPONSIBILITY, GLOBAL ORGANIZATION.

 
We will be sharing our best practices which include
 

1. Customer Loyalty Risk Score Principle
2. How it Works
3. Parameters
4. The Process
5. Advantages & Strategies & Results of the System

 

Role of the Center:

Arçelik Contact Center is the FIRST Contact Center in TURKEY. It has been operated since 1991. Our principle is make customers to feel the best customer experience 7/24 not in words, but of deeds. In this regard, we strive for being one step ahead of customer’s demands and moves with the vision of “to reach more customers with innovative products and applications in rapidly changing world “provided by optimized processes and digitalized technology with maximum productivity and minimum cost. We have won many awards in the national and international field with our customer satisfaction and CRM applications In our opinion, secret of success for excellent customer experience is managing the perception, empathy and interaction of customer. As a result we want to live and sustain end to end customer experience management. Our contact center includes both support and sales function. We have inbound (white goods, TV, nontv, fcr processes, pos device and other dealer&service system's support teams) Outbound ( sales, inquiry and survey process teams) Solution Center, Back Office, Social Media, IT Help Desk Support, Reporting and Training and Quality teams.

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Topics relating to this track: Customer Engagement

These great companies share their experiences of running help desks. Hear about their strategies and challenges in this best practice session.

View a full list of all companies Presenting at this event at this link

Presentations From:

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Eugene Merckel - Head of Operations

South Africa

Speaker Bio

Merchants

Center Size:260

Company Bio

About Our Center

Dimension Data was founded in 1983, in order to support its Enterprise Clients. The Global Service Centre was established to provide the required client interface and interaction platform. It serves to provide a single point of contact for DD’s own clients who have in turn outsourced the IT Services to Dimension Data. Merchants, a Dimension Data Company which specializes in client management, was the logical choice for DD to outsource its own interaction and client management operations to. The marriage between DD’s technical proficiency and Merchants expertise in customer experience enhancement, operational efficiency and people development kicked off officially on 1 October 2016

 
We will be sharing our best practices which include
 

1. Client Satisfation
2. Onboarding and Development
3. Our People
4. Service Desk Performance
5. Employee engagement

 

Role of the Center:

Primarily the Centre services Dimension Data’s own clients. These are Enterprise Clients who purchase various IT support as well as managed IT services from Dimension Data. The Global Service Centre operated on behalf of Dimension Data acts as the primary interface for DD’s customers should they need to invoke any support services.

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Topics relating to this track: Customer Engagement ● Employee Engagement ● Technology ● Strategy

Lunch Break - 3-course hot /cold buffet lunch included in the restaurant.

We have identified the best partnerships between outsourcer and client. In this session:

• Hear from the clients (where available) as they share their experience from outsourcing
• Learn how to make a true partnership
• Find out tips and tricks to protect you against issues

View a full list of all companies Presenting at this event at this link

Presentations From:

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Miray Yilmaz Okunakol - Customer Experience & Operation Development Director

Turkey

Speaker Bio

ALONET BILGI

Center Size:750

Company Bio

About Our Center

Alonet Bilgi; Established in 2012 and providing professional outsource call center services to customers from different sectors. There are 3 locations, Istanbul, Izmir, Sivas and in these locations there are 900 employees.

 
We will be sharing our best practices which include
 

1. outsource
2. experience
3. goals
4. targets
5. to be best
6. focusing
7. favor
8. continuity

 

Osman Firat - Head of Contact Center

Turkey

Speaker Bio

Arçelik

Company Bio

About Our Center

Year of Establishment is 1955 , Headquarters is Istanbul, Turkey. Having operations in durable consumer goods industry with production, marketing and after-sales services, Arçelik A.S. offers products and services around the world with its 27,000 employees, 15 different production facilities* in six countries (Turkey, Romania, Russia, China and South Africa), its sales and marketing companies all over the world and its 10 brands (Arçelik, Beko, Grundig, Blomberg, ElektraBregenz, Arctic, Leisure, Flavel, Defy and Altus) serving products and services in more than 130 countries.

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Sally Haridi - Operation Manager

Qatar

Speaker Bio

Business Process Outsourcing WLL

Center Size:750

Company Bio

About Our Center

BPO+, a collaborated entity of two distinctly varied professional corporations, is a provider of World-class Contact Center and BPO services, Telecom System Integration and IT services from the Gulf Countries. BPO+ manages a global contact center and Business Process Outsourcing (BPO) enterprise that is making waves across the GCC. With world-class outsourcing solutions at multiple locations, BPO+ delivers a variety of business process solutions to multiple clients from various regions of the GCC and also from various countries around the world BPO+ offers services ranging from primary voice-based inbound and outbound services to non-voice BPO and KPO services. Owing to its rich experience and understanding of the dimensions of customer relations and highly qualified and trained professionals, BPO+ have also successfully branched out into a variety of related services including tech-support, online shop assistance and debt collections

Kassondra Riley - Asst. Executive Director of Patient Contact Centre

Qatar

Speaker Bio

Hamad Medical Corporation

Company Bio

About Our Center

HMC has been the principal public healthcare provider in the State of Qatar for over three decades, and is dedicated to delivering the safest, most effective and most compassionate care to each and every one of our patients. HMC manages eight hospitals, incorporating five specialist hospitals and three community hospitals. HMC also manages the National Ambulance Service as well as home healthcare, both accredited by Joint Commission International. While HMC continues to upgrade its facilities and services, it has also embarked on an ambitious expansion program, targeting the areas of need in our community.

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Deven Govender - Head of Operations

South Africa

Speaker Bio

Merchants SA

Center Size:160

Company Bio

About Our Center

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.

Douwes Sorgdrager - Head of CIC (Customer interaction Center)

South Africa

Speaker Bio

Coca Cola Beverages South Africa

Company Bio

About Our Center

CCBA is the largest Coca Cola bottler in Africa and accounts for about 40% of all Coca Cola beverage volumes in Africa, which makes it the 9th largest Coca Cola bottling partner worldwide service 12 high-growth countries; with a diverse pan-African footprint of more than 30 bottling plants servicing over 550,000 outlets and serving a consumer base of over 249 million people across the continent. CCBA has more than 15,000 employees spread across Africa, and holds the number one market position across most territories in which it trades in Africa, which include, Uganda, Mozambique, Kenya, Namibia, Ghana, Tanzania, Ethiopia, the islands of Mayotte and Comoros. CCBSA is the South Africa division, accounting for roughly 70% of CCBA’s produced and sold volume. The group aspiration is to be the best Coca-Cola bottler in the world and Africa’s most valuable independent food and beverage-company, driven by engaged, motivated, and capable employees.

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Topics relating to this track: Strategy ● Outsourcing

Understating quality is one thing, impacting it positively is another. In this session we hear from those who measure and assess quality and they will share:

• How the measure quality
• Walk you through some real examples
• Describe some challenges and pitfalls
• Share ideas to help your center improve

View a full list of all companies Presenting at this event at this link

Presentations From:

Ipek Yuksel - Quality Auditor

Turkey

Speaker Bio

AssisTT

Company Bio

About Our Center

AssisTT is a contact center company, established in November 2007 as a subsidiary of Turk Telekom. Beyond a conventional call center, it provides solutions such as sales and marketing, social media management and mailing to its customers.

 
We will be sharing our best practices which include
 

1. Quality processes
2. Individual roles in quality
3. Role of quality analyst in customer services
4. How to change an agent's perspective
5. Coaching in a difficiult atmosphere

 

Role of the Center:

Support customers

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Teresa Rodrigues - Quality Auditor

Portugal

Speaker Bio

Randstad Portugal

Center Size:12000

Company Bio

About Our Center

Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

Role of the Center:

It´s an outsourced contact center that offers a dedicated customer service, inbound (customer support) and outbound (sales), for an energy supplier company. Also provides several services of maintenance and technical assistance related to power and gas providers.

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Topics relating to this track: Performance ● Coaching & Training ● Quality

Afternoon break tea/coffee, soft drinks and snacks served (foyer)

Managing a medium sized contact center is what these cpntact center professionals will talk about. Each has a unique perspective and story on what they do and how. Find out about their specific challenges and opportunities as the best share ideas.

View a full list of all companies Presenting at this event at this link

Topics relating to this track: Technology ● Customer Engagement ● Strategy ● Operational Management ● Performance ● Employee Engagement

Presentations From:

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Khaled Ramadan - VP - Head of Alternative Delivery Channels

Saudi Arabia

Speaker Bio

Bank Aljazira

Center Size:160

Company Bio

About Our Center

Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. BAJ commenced its business on October 9, 1976. BAJ is recognized as a Shari'ah compliant financial institution in Saudi Arabia. BAJ is a client-driven and service-oriented Saudi Financial Group which provides individuals, businesses and institutions with Shari'ah compliant financial services through professional and dedicated staff.

 
We will be sharing our best practices which include
 

1. Vision & Strategy
2. Key Differentiators
3. People
4. Technology
5. Quality

 

Role of the Center:

Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customers, whether internal or external. We offer the following services: 1) Inbound Customer Service 2) Inbound Sales 3) Outbound Sales 4) PoS Merchant Help Desk 5) Online Banking Help Desk 6) Branch Help Desk 7) Social Media Help Desk

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Bronwyn Herrmannsen - Head of Customer Services

South Africa

Speaker Bio

DHL Express South Africa

Center Size:123

Company Bio

About Our Center

We area a courier company in over 220 countries in the world.

 
We will be sharing our best practices which include
 

1. Be Accessible
2. Communicate
3. Cross Collaborate
4. Personalised Experience
5. Quality always delivers bottom lines

 

Role of the Center:

Customer Service plays a critical role in driving DHL’s 2020 Strategy of Focus.Connect.Grow. As such, we have in place several processes, tools and programmes to help us consistently provide outstanding quality service. Performance is monitored on a minute by minute basis to ensure that we are meeting our daily KPI’s and most importantly have an accurate record of the level of service we are providing for our customers. We are predominantly an inbound call center however we also make follow up calls to our customers who raise a service query with us. We support customers by provide quotes, arranging collections and opening traces on their shipment that require follow-up.

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Bharat Parshotam - Head Direct Delivery

South Africa

Speaker Bio

Absa - WIMI Direct Delivery

Center Size:210

Company Bio

About Our Center

In 2013 the ABSA Wealth , Investment Management and Insurance ( WIMI ) business cluster clearly re-defined the future operating model for its direct delivery channel with a core focus on achieving a sales center of excellence to promote WIMI solutions through its Bancassurance partnership within the Absa Retail Banking channels. The WIMI Direct Delivery Contact Centre is an integral delivery channel to customers throughout the Absa Group , offering multiple channel access to solution customers across a broad spectrum of Absa’s offerings.

 
We will be sharing our best practices which include
 

1. Critical operating model elements of an inhouse contact center
2. How to create a competitive advantage that is difficult to replicate by your competitors
3. Importance of a high performance culture within an inhouse contact centre
4. Key elements of a high performing organisational culture
5. Performance shifts experianced through the implementation of a high performance culture
6. What does the future look like for inhouse contact centers
7. Best practices for inhouse contact centers

 

Role of the Center:

Our Contact Centre’s main focus is on Inbound and Outbound Sales of Non-Advice Short Term and Long Term Insurance Products. The centre also supports a Short Term Adviser Force where Adviser Customers are assisted in updating policies etc. We also have a Service Area which mainly focus on setting up appointments for Face to Face Advisers and supporting an Orphan customer base.

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Topics relating to this track: Technology ● Customer Engagement ● Strategy ● Operational Management ● Performance ● Employee Engagement

IT is the backbone of every contact center and an enabler for us to achieve world class performance in our centers. Hear from the best as they share

• Ideas on how you can make your IT more effective
• Tips and tricks for IT professionals
• Discuss projects they have managed in their center

View a full list of all companies Presenting at this event at this link

Presentations From:

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Imtiaaz Dhoodhat - Dialler Manager

South Africa

Speaker Bio

Standard Bank Insurance Brokers

Center Size:220

Company Bio

About Our Center

Standard Bank has a 153-year history in South Africa and started building a franchise in the rest of Africa in the early 1990s. We currently operate in 18 countries on the African continent, including South Africa, as well as in other selected emerging markets.

Role of the Center:

To facilitate the flow of leads from lead sources through our various systems with the relevant information to the contact centre consultant, then to analyse and report outcomes, productivity and efficiencies.

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Topics relating to this track: Technology ● Security

We all value the skills of workforce planners - maybe you do your own on a simple spreadsheet.In this session:

• Hear from the best as they share their knowledge
• Find out how they create effective schedules
• Learn their tips and tricks to make staff motivated!

View a full list of all companies Presenting at this event at this link

Presentations From:

Natalia Gorokhova - COO

Russia

Speaker Bio

Contact-center GRAN

Center Size:2000

Company Bio

About Our Center

GRAN is one of the leader of BPO Contact center in Russia &CIS (founded in 2006) . 7 sites, approx. 2000 employees which speak 9 languages and having extensive background in customer service, sales and client relationship. GRAN has experience in different vertical market from Finance& Insurance to Retail and E-commerce and have trusted-based and long-term partnership with a lot of Global and Russian Companies.

 
We will be sharing our best practices which include
 

1. Triggers which can involve Company to start the project of WFM implementation
2. What should be avoided
3. Tips that can be used while leading the project
4. The project key moments
5. How to calculate benefits

 

Role of the Center:

Our Company is BPO contact center, so we have a number of projects of different types: customer support, tech support, leads generation, sales campaign, market research.

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Mogammod Adams - WFM Specialist Consultant

South Africa

Speaker Bio

Merchants

Center Size:4500

Company Bio

About Our Center

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.

Role of the Center:

As part of Merchants Support Services, my centre provides support through on site and remote analytics to identify WFM opportunities within our own contact centres as well as providing consulting to contact centres outside of our organisation.

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Sean Coomer - WFM Planning Manager

South Africa

Speaker Bio

Multichoice South Africa

Center Size:2000

Company Bio

About Our Center

MultiChoice is a provider of PayTV in South Africa and into Africa.

 
We will be sharing our best practices which include
 

1. Turning around a WFM team
2. Agility vs Fragility - a WFM outlook
3. Forecasting methodology - turning analytics to forecasts
4. WFM KPI's that will change your business
5. Walk in Centre - workforce management

 

Role of the Center:

Servicing of the South African Dstv Customers. Customer Care is extended to the following channels: Inbound calls Fulfilment Email Web chat Social media Back office support Walk in customers across South Africa

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Topics relating to this track: Workforce Planning ● Employee Engagement

End of conference sessions for the day

Welcome and introduction - Raj Wadhwani, President ContactCenterWorld

Presentations From:

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Mustafa Azizoglu - Communications Manager

Turkey

Speaker Bio

AssisTT

Company Bio

About Our Center

AssisTT, serving in 20 cities and 25 different centers throughout Turkey with approximately 10 thousand employees, is a customer contact point. It also serves as a strategic companion to many public organizations and private companies in addition to Turk Telekom group companies. As one of the biggest call center company in Turkey, AssisTT aims to be the company that defines standards in its field in a short time.

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Topics relating to this track: Employee Engagement ● Operational Management ● Performance ● Customer Engagement ● Strategy ● Technology ● Community

In this session, we look at Public Service Centers - find out how to make them efficient and service focused.

View a full list of all companies Presenting at this event at this link

Presentations From:

Ahmed Samak - Projects Manager

Saudi Arabia

Speaker Bio

Saudi Citizens Account

Center Size:700

Company Bio

About Our Center

The Citizen Account Program is a national program created to protect Saudi households from expected direct and indirect impacts of the various economic reforms. The support is offered through direct cash transfers to beneficiaries.

Role of the Center:

Support Citizens

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Topics relating to this track: Employee Engagement ● Operational Management ● Performance ● Customer Engagement ● Strategy ● Technology ● Community

Service is what sets many of us apart from our competitors. These world class award centers share their service strategy with you - what they do, how and why - each with a different product/service offering will amaze you

View a full list of all companies Presenting at this event at this link

Presentations From:

Jane Karugi - Head of Customer Service

Kenya

Speaker Bio

DHL EXPRESS K LTD

Company Bio

About Our Center

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market leader in the logistics industry. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics, and international mail services to its customers. DHL's global network composed of more than 220 countries and territories and more than 300,000 employees worldwide, it offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management, and education.

Role of the Center:

The Contact Centre Supports Customers to purchase our goods and Services, Upsell on the product , Generates New business and identifies potential leads. Serves as a central information Centre for the customers, A tracking platform for customers tracing for their shipments.

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Topics relating to this track: Strategy ● Customer Engagement ● Employee Engagement

Providing outstanding customer service is what these mid sized centers will talk about. Each has a unique perspective and story on what they do and how.

View a full list of all companies Presenting at this event at this link

Presentations From:

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Khaled Ramadan - VP - Head of Alternative Delivery Channels

Saudi Arabia

Speaker Bio

Bank Aljazira

Center Size:160

Company Bio

About Our Center

Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. BAJ commenced its business on October 9, 1976. BAJ is recognized as a Shari'ah compliant financial institution in Saudi Arabia. BAJ is a client-driven and service-oriented Saudi Financial Group which provides individuals, businesses and institutions with Shari'ah compliant financial services through professional and dedicated staff.

 
We will be sharing our best practices which include
 

1. Vision & Strategy
2. People
3. Technology
4. Quality
5. Key Differentiators

 

Role of the Center:

Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customer, whether internal or external. We offer the following services: 1) Inbound Customer Service 2) Inbound Sales 3) Outbound Sales 4) PoS Merchant Help Desk 5) Online Banking Help Desk 6) Branch Help Desk 7) Social Media Help Desk

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Muhammad Sammy - Project Manager

Saudi Arabia

Speaker Bio

Ministry of Education (KSA)

Company Bio

About Our Center

Tawasul Contact Center: The call center for MoE is called Tawasul "translated to connect in English" and aims to handle all MoE customers, or employees, including Students, Teachers, Parents...etc. The services provided by the call center include handling all queries and complaints, as well as providing technical support for customers and employees, as well as an emergency service for any accidents, malfunctions, technical issues related for MoE or any education establishment in KSA.

Role of the Center:

Customer support and handling inquiries, complaints, emergencies, and technical issues for all beneficiaries of the services provided by MoE, whether be it Students, Teachers, Parents, Employees...etc.

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Topics relating to this track: Strategy ● Customer Engagement ● Employee Engagement

Want to find out how to manage sales teams and be more successful? Hear from these companies as they share:

• Best practices in sales management
• Strategies that worked
• Motivating and leading a team
• Tips and tricks

View a full list of all companies Presenting at this event at this link

Presentations From:

Michelle Meteve - Sales Manager

South Africa

Speaker Bio

Absa WIMI Direct Delivery

Company Bio

About Our Center

In 2013 the ABSA Wealth , Investment Management and Insurance ( WIMI ) business cluster clearly re-defined the future operating model for its direct delivery channel with a core focus on achieving a sales center of excellence to promote WIMI solutions through its Bancassurance partnership within the ABSA Retail Banking channels. The WIMI Direct Delivery Contact Centre is an integral delivery channel to customers throughout the Absa Group , offering multiple channel access to solution customers across a broad spectrum of Absa’s offerings.

Role of the Center:

Our Contact Centre’s main focus is on Inbound and Outbound Sales of Non-Advice Short Term and Long Term Insurance Products. The centre also supports a Short Term Adviser Force where Adviser Customers are assisted in updating policies etc. We also have a Service Area which mainly focus on setting up appointments for Face to Face Advisers and supporting an Orphan customer base.

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Muhammed Shuaib Shaik - Contact Centre Sales Manager

South Africa

Speaker Bio

Standard Bank Insurance Brokers

Center Size:120

Company Bio

About Our Center

Standard Bank has a 153-year history in South Africa and started building a franchise in the rest of Africa in the early 1990s. We currently operate in 18 countries on the African continent, including South Africa, as well as in other selected emerging markets.

Role of the Center:

The role of my Contact Center involves the sale of short term insurance products. We provide a solution to both Middle market and Private banking segments offering a panel of quotations for up to 6 of South Africa's leading insurance companies. Our Sales contact centers have boasted incredible net promoter scores (Outsourced Customer Experience Measurements) in the past 4 years whilst exceeding expectations on Sales budgets YOY since 2012. Whilst firm on providing a superior customer experience, sales volumes continued to soar in the year 2017 with one of my Contact centers standing tall with over 130% to sales budget and an attrition rate of below 5%.

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Topics relating to this track: Motivation ● Sales ● Strategy ● Leadership ● Employee Engagement

Morning Refreshment Break - tea/coffee, soft drinks and snacks served. FOYER

We focus on service from Mega (1000 agents) and large centers and how they excel at customer service.

View a full list of all companies Presenting at this event at this link

Presentations From:

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Abdulkadir Demirtas - Customer Experience manager

Turkey

Speaker Bio

AssisTT

Company Bio

About Our Center

AssisTT, serving in 20 cities and 25 different centers throughout Turkey with approximately 10 thousand employees, is a customer contact point. It also serves as a strategic companion to many public organizations and private companies in addition to Turk Telekom group companies. As one of the biggest call center company in Turkey, AssisTT aims to be the company that defines standards in its field in a short time.

Role of the Center:

Support customert and sell products

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Melda Sofuoglu - Channel Experience and Operation Development Manager

Turkey

Speaker Bio

Turkcell Global Bilgi

Center Size:7500

Company Bio

About Our Center

Turkcell Global Bilgi was established as a Turkcell Group company in 1999. It provides services from a total of 18 locations, 14 in Turkey, 4 in Ukraine with over 12.000 employees with a seat capacity of 8.000. In addition to Turkcell Global Bilgi's experience in the telecom industry, the company provides services in finance, energy, public sector and retail industries and for a wide customer portfolio. With customer experience focused industrial solutions, the company creates value in the fields of customer services, customer acquisition, telesales, technical support, customers retention and loyalty, collections, customer information management and analysis. Turkcell Global Bilgi manages customer experience via various channels such as Face to Face (F2F), Telephone, Audio, Automated Response Systems (IVR & IVVR), Web chat, E-mail, SMS, Web, new generation customer experience platform BiP and Social Media.

Role of the Center:

Turkcell Global Bilgi was established in 1999, as a Turkcell Group Company. And as Turkey’s leading customer relationship management center (support customers, sell and collection, etc.), we operate with more than 13 thousand employees and a capacity of 7, 500 seats at total of 24 centers, with 19 in Turkey, 4 in Ukraine and 1 in Russia. Besides its broad experience in the telecom sector, Turkcell Global Bilgi combines expertise with a wide ranging customer portfolio in such areas as the public sector, retail, finance, IT, and media/entertainment.

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Topics relating to this track: Strategy ● Customer Engagement ● Employee Engagement

Finding and retaining contact center staff is a challenge for most of us. Hear from professionals involved in supporting the human resource functions of their respective contact centers. Speakers are invited to:

• Share tips on managing HR functions
• Demonstrate how they recruit and train
• Showcase lessons learned

  View a full list of all companies Presenting at this event at this link

  Presentations From:

  Ilse Hess - Head of Talent

  

  

  South Africa

  Speaker Bio

  Merchants

  Center Size:5500

  Company Bio

  About Our Center

  Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.

  Role of the Center:

  Merchants is a leading Customer Management Outsourcing solution provider specialising in delivering exceptional customer experiences. We are pioneers in the contact centre industry with almost 35 years of experience in designing, building and operating contact centres around the world on behalf of blue chip clients. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards. We are passionate about people. Our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

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  Topics relating to this track: Employee Engagement ● Training ● Recruitment

These world class trainers will share their secrets with you. They will

• Discuss how to make training fun
• Show you how they re-energize trainees
• Share best practice tips
• Take you through best practices and explain how to making training stick!

  View a full list of all companies Presenting at this event at this link

  Presentations From:

  Amelia Ribeiro - Contact Center Trainer

  

  

  Portugal

  Speaker Bio

  Randstad Portugal

  Company Bio

  About Our Center

  Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

  Role of the Center:

  Customer Care Service

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  Topics relating to this track: Performance ● Motivation ● Coaching & Training ● Employee Engagement

Lunch Break - 3-course hot /cold buffet lunch included in the restaurant.

There's so much great technology out there, yet some contact centers build their own. Hear how these organizations developed their own innovative solutions to enhance the customer service they give to internal and external customers, why they developed it and get some great inspirations to maybe some of the challenges you face with technology

View a full list of all companies Presenting at this event at this link

Presentations From:

Natalia Gorokhova - COO

Russia

Speaker Bio

GRAN

Center Size:2000

Company Bio

About Our Center

GRAN is one of the leader of BPO Contact center in Russia &CIS (founded in 2006). 7 sites, approx. 2000 employees which speak 9 languages and having extensive background in customer service, sales and client relationship. GRAN has experience in different vertical market from Finance& Insurance to Retail and E-commerce and have trusted-based and long-term partnership with a lot of Global and Russian Companies.

 
We will be sharing our best practices which include
 

1. Why did we start the project of KMS development
2. Lack of functionality. Market survey
3. Tips that can be used. Lists of mistakes should be avoided
4. Problems we solved
5. Issues for now and steps for the future

 

Role of the Center:

Our Company is BPO contact center, so we have a number of projects of different types: customer support, tech support, leads generation, sales campaign, market research.

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Hugo Emanuel Silva - Head of Operational Efficiency

Portugal

Speaker Bio

Randstad Portugal

Center Size:12000

Company Bio

About Our Center

Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

Role of the Center:

Innovation is applicable to all our contact centers

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Topics relating to this track: Self Service ● Security ● Technology ● Productivity Tools ● Innovation ● Performance

There's so much great technology out there, yet some contact centers build their own. Hear how these organizations developed their own innovative solutions to enhance the customer service they give to internal and external customers, why they developed it and get some great inspirations to maybe some of the challenges you face with technology

View a full list of all companies Presenting at this event at this link

Presentations From:

Yasar Tuzel - Business Development Specialist

Turkey

Speaker Bio

Vestel

Center Size:225

Company Bio

About Our Center

Vestel is a Turkish home and professional appliances manufacturing company consisting of 18 companies specialised in electronics, major appliances and information technology. Vestel's headquarters and production plant are located in Manisa, while the company's parent conglomerate is the Istanbul based Zorlu Holding.

 
We will be sharing our best practices which include
 

1. Introduction
2. Purpose
3. Details
4. Innovations
5. Results
6. Golden Nuggets

 

Role of the Center:

Our contact center supports customers via various channels 7/24, gives help desk service for customers and our authorized technical services, sells products and services such as additional warranty, maintenance tools for home appliances, refrigerators, dishwashers, TV's, smartphones etc.

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Topics relating to this track: Self Service ● Security ● Technology ● Productivity Tools ● Innovation ● Performance

Afternoon break tea/coffee, soft drinks and snacks served (foyer)

Great front line staff need great supervisors and we have brought in the best from around the region to share knowledge. Hear:

• About the practical experiences
• Learn best practice ideas
• How they manage their teams and deal with difficult situations
• How they motivate and what motivates them to perform.

View a full list of all companies Presenting at this event at this link

Presentations From:

Sibusiso Ndaba - Contact Center Supervisor

South Africa

Speaker Bio

Multichoice PTY LTD

Center Size:12

Company Bio

About Our Center

MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business, which has been in operation since 1995.

Role of the Center:

Inbound sales Help Desk – External customers Customer service Outbound sales Help Desk – internal customersCollections/Debt Recovery

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Marvin Williams - Contact Centre Supervisor

South Africa

Speaker Bio

Multichoice

Center Size:2000

Company Bio

About Our Center

MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business, which has been in operation since 1995.

Role of the Center:

The contact center not only supports customers, but has also moved in the direction of generating revenue for the business. This is done by up-skilling the consultants and allow them to have conversations with customers who are willing to listen and show interest in the additional products and services being offered. By doing this there has been a huge success in cross selling these products and also the availability for after sales service. The Contact center has prioritized Customer Experience to ensure that our customers get the best service possible by listening to what our customers say and identify what is not working, why it is not working, and provide solutions in how it can be fixed. We also ensure that our customers are knowledgeable about the product by educating them and allowing the to resolve simple technical queries themselves by directing the to the online self service options made available to them via www.dstv.com

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Topics relating to this track: Coaching & Training ● Employee Engagement ● Team Management ● Motivation ● Strategy

Contact Center Best Practices
Sean Moss, Head of Sales Talksure

Established in 2010, Talksure is an authorised Financial Services Provider in terms of the South African FAIS (financial advisory and intermediary services) Act. We are a South African based contact centre which specialises in outbound sales and customer lifecycle management. Our product and services offering includes, customer services, premium collection, sales campaigns for in-house and partner brands and lead generation in both the domestic and international market. Talksure has over 800 employees, consisting of more than 500+ selling agents as back office staff covering areas of compliance, data management, software development, premium collection, training and development. Building on a culture of high performance, innovative business practice, care for our employees and the agility to act fast, Talksure has evolved into a major role player in the South African BPO industry.

Conference Wrap Up Includes Presentation of Certificate in Best Practices to all qualified delegates. Conference ends at 17:00

End of 2018 Best Practice Conference

Awards Gala Dinner
An evening of entertainment, fun and celebration. Note complimentary wine, beer and soft drinks available all night. Other drinks available at a cash bar.
The event schedule is as follows:

• 18:00 Pre dinner drinks/networking and photos
• 19:00 Dinner
• 21:00 Awards Ceremony
• 22:20 After Gala Dinner Party
• 24:00 Party ends