Center Size: 600
|  (Malaysia)
Mohammad Gibran, Assistant Manager Operations
Convergys Malaysia (View Company Profile)
Convergys delivers consistent, quality customer experiences in 58 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees, 130,000-strong in 33 countries around the world.
Role of the Center:
Convergys Corporation is a corporation based in Cincinnati, Ohio, that sells customer management and information management products, primarily to large corporations. Customer management products include agent assisted, self-service and care software tailored to the communications, financial services, technology, retail, healthcare and government markets. Information management provides convergent billing and business support system (BSS) products and services including revenue management, produ...
(show more)Convergys Corporation is a corporation based in Cincinnati, Ohio, that sells customer management and information management products, primarily to large corporations. Customer management products include agent assisted, self-service and care software tailored to the communications, financial services, technology, retail, healthcare and government markets. Information management provides convergent billing and business support system (BSS) products and services including revenue management, product and order management, and customer care management to telecom, utilities, and cable/satellite/broadband service providers. We have approximately 130,000 employees across 31 countries.
On April 3, 2013, Convergys completed the acquisition of New Zealand-based Datacom call center operations in Kuala Lumpur and Manila for $20 million.On January 6, 2014, Convergys and Stream Global Services announced entry into a definitive merger. Under the agreement, Convergys would acquire Stream for a total enterprise value of $820 million in cash. On March 3, 2014, Convergys completed the acquisition of Stream creating the 2nd largest BPO provider in the outsourcing industry. The merger brought their total employees to approximately 125,000 with 150 centers in 31 countries supporting 47 languages. | |
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Center Size: 600
| (Malaysia)
Yi Ting Zhang, Operation Manager Trainee
Convergys Malaysia SDN BHD (View Company Profile)
Convergys is a people-focused business of 130,000 dedicated professionals, speaking 58 languages and working from more than 150 locations in 33 countries.
We empower passionate people with next generation technology and practices; transform big data from customer interactions into high-value, actionable insights; create powerful omnichannel journeys that reduce effort, speed resolution, & optimize customers.
We will be sharing our best practices which include
- Employee motivation
- Productivity
- Service quality
- Client management
- Cost saving
- Learning and development
Role of the Center:
As an operational manager trainee, to provide strategic solutions to all the projects and manage client satisfaction are my main focus. Working in a contact center, I need to fulfill the requirements from 4 stakeholders, initiate employee engagementbprogram to retain good employees; make sure agents provide best customer service quality, ensure good customer satisfaction; clients will be satisfied once we meet these core metrics; this will lead us to healthy profit. | |
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Center Size: 645
|  (Hong Kong)
Vivien Lo, Assistant Sales Manager
Hong Kong Telecommunications (HKT) Ltd (View Company Profile)
HKT is Hong Kong’s major telecommunications service provider and operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sales, outsourcing, consulting, and contact centers.
HKT offers a unique quadruple-play experience in Hong Kong delivering media content on its fixed-line, broadband Internet access and mobile platforms jointly with its parent company, PCCW Limited.
HKT also provides a range of innovative and smart living services beyond connectivity to make the daily lives of customers more convenient, whether they are at home, in the workplace, or on the go.
Role of the Center:
Our contact center focus on receiving inbound calls from customers and offering paid TV channels to customer. We serves both new and existing customers for new installation, upselling and retention. Ranging from new subscription to customer service, our contact center provides one stop service to our targeted customers. We provide excellence service to customers and provide instant solution for their sales related inquiries and provide support whenever they encounter any difficulties on using ou...
(show more)Our contact center focus on receiving inbound calls from customers and offering paid TV channels to customer. We serves both new and existing customers for new installation, upselling and retention. Ranging from new subscription to customer service, our contact center provides one stop service to our targeted customers. We provide excellence service to customers and provide instant solution for their sales related inquiries and provide support whenever they encounter any difficulties on using our service.
We also promote our new channels with maximizing the revenue of company, recommended new functions for making viewing TV more interesting & convenient and introduced the latest world class exciting events of entertainments to our customers. We exceeded the competitor in the market and became the market leader. | |
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Center Size: 12
 | (Hong Kong)
Gary Lam, Team Leader
Hong Kong Telecommunications (HKT) Limited (View Company Profile)
HKT is Hong Kong’s major telecommunications service provider and operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sales, outsourcing, consulting, and contact centers.
HKT offers a unique quadruple-play experience in Hong Kong delivering media content on its fixed-line, broadband Internet access and mobile platforms jointly with its parent company, PCCW Limited.
HKT also provides a range of innovative and smart living services beyond connectivity to make the daily lives of customers more convenient, whether they are at home, in the workplace, or on the go.
Role of the Center:
Being an award-winning contact center and the largest telecommunication company in Hong Kong, our Customer Service Team has provided the competitive edge for our broadband business which contributed to her success of being the market leader in the broadband market. Our Inbound contact center is established to provide comprehensive customer service and technical support to our customers who subscribe to our Internet, Pay-TV, and Land line services. The daily life of our well-trained contact cent...
(show more)Being an award-winning contact center and the largest telecommunication company in Hong Kong, our Customer Service Team has provided the competitive edge for our broadband business which contributed to her success of being the market leader in the broadband market. Our Inbound contact center is established to provide comprehensive customer service and technical support to our customers who subscribe to our Internet, Pay-TV, and Land line services. The daily life of our well-trained contact center agent is to serve our broadband customers whenever they need, which mainly to handle the enquiry from our customer including payment related enquiry, service plan enquiry and redemption related enquiry, change of service, service subscription and service retention as well as customer feedback. | |
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Center Size: 530
|  (Philippines)
Bernie Role, Supervisor
PCCW Teleservices (Philippines), Inc (View Company Profile)
Company Name: HKT Teleservices
Experience: Contact Center operations since 2009
Employees: Over 500 employees
Languages Served: English, Spanish, Mandarin, Arabic, Japanese, Korean, and other Asian languages
Services:
Customer Acquisition / Retention
Retail / Catalog / On-Line Support
Up-sell & Cross-sell
Customer Care
Inquiry Resolution
Customer Service / Support
Technical Support
Service-to-Sales Integration
Website / User Support
Loyalty Program Support
Back Office Processes
Social Media Content Moderation
Data Entry
Order Processing
Data Review & Cleansing
Industry Specialties Technology:
Travel, Lifestyle & Entertainment
Telecommunications
Premium Retail
Finance Services
Role of the Center:
PCCW Teleservices is a world-class global contact centers and business process outsourcing (BPO) provider skilled in all facets of voice and non-voice customer services, technical support, sales, retention, and other business processes. Our 24/7 operation, supported by state-of-the-art technologies, world-class management practices and operational processes, contacts customers in languages that make up over half the world’s population. Our flexible business model is designed to meet client requi...
(show more)PCCW Teleservices is a world-class global contact centers and business process outsourcing (BPO) provider skilled in all facets of voice and non-voice customer services, technical support, sales, retention, and other business processes. Our 24/7 operation, supported by state-of-the-art technologies, world-class management practices and operational processes, contacts customers in languages that make up over half the world’s population. Our flexible business model is designed to meet client requirements and maximize opportunities from every contact. Leading local and Fortune 500 companies have aligned with our network of multi-channel contact centers throughout Hong Kong, mainland China (Shanghai, Beijing, Guangzhou, Chongqing, Shenzhen), the Philippines, United States, Panama and UK to meet today’s challenges; bringing in benefits to improve service quality and customer satisfaction, increasing revenue generation and cost efficiencies and strengthening market competitiveness | |
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Center Size: 6000
|  (Indonesia)
Junita Farma Hutabarat, Supervisor
PT Telekomunikasi Indonesia (View Company Profile)
Telkom Group is the only state-owned telecommunications enterprise as well as telecommunications and network service providers in Indonesia. Telkom Group serves millions of customers throughout Indonesia with a complete range of telecommunications services that includes fixed wireline and fixed wireless connections, mobile communications, networking and interconnection services and Internet and data communication services. Telkom Group also provides various services in the field of information, media and edutainment, including cloud-based and server-based managed services, e-Payment services and IT enabler, e-Commerce and other portal services
Role of the Center:
CC 147 is one of TELKOM contact center for Consumer Member. It provided CC 147 for Contact center for 24/7, which held Inbound Services, Outbound Services, and Engineering Services. Outbound Services had a task to profile the customer characteristic and their needs of telecommunication product. After they doing profiling they can selling product that needed by the customer, and also caring their product. Our Outbound services were not just about sales, but it’s more like a Consultant. Inbound...
(show more)CC 147 is one of TELKOM contact center for Consumer Member. It provided CC 147 for Contact center for 24/7, which held Inbound Services, Outbound Services, and Engineering Services. Outbound Services had a task to profile the customer characteristic and their needs of telecommunication product. After they doing profiling they can selling product that needed by the customer, and also caring their product. Our Outbound services were not just about sales, but it’s more like a Consultant. Inbound had a task to help customer troubleshooting problem, oversee Provisioning and interference ticket, and also serve TELKOM products information and it’s registration. And the last are Engineering agent, they had a task as a help desk that squire product activation, coordination with other backroom area, and also maintaining the Infrastructure network for TELKOM Business Customer | |
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Center Size: 1000
| (Indonesia)
Indra Wahyuningsih, Supervisor Inbound Call
PT Telekomunikasi Seluler (TELKOMSEL) (View Company Profile)
Telkom Group is the only state-owned telecommunications enterprise as well as telecommunications and network service providers in Indonesia. Telkom Group serves millions of customers throughout Indonesia with a complete range of telecommunications services that includes fixed wireline and fixed wireless connections, mobile communications, networking and interconnection services and Internet and data communication services. Telkom Group also provides various services in the field of information, media and edutainment, including cloud-based and server-based managed services, e-Payment services and IT enabler, e-Commerce and other portal services
Role of the Center:
Telkomsel Contact Center have multiple channels of services or Customer Touch Point to facilitate customer interaction with Telkomsel. They are three kind of service type, Inbound customer service, Outbound Sales ,& Web Service Officer in Telecommunication field. First, Inbound customer service has three kinds of segments which is priority, corporate & reguler (prepaid & postpaid) based on customer type. Type of customers divided by the average user, length of subscription, as well as customers...
(show more)Telkomsel Contact Center have multiple channels of services or Customer Touch Point to facilitate customer interaction with Telkomsel. They are three kind of service type, Inbound customer service, Outbound Sales ,& Web Service Officer in Telecommunication field. First, Inbound customer service has three kinds of segments which is priority, corporate & reguler (prepaid & postpaid) based on customer type. Type of customers divided by the average user, length of subscription, as well as customers who will churn prevention. This is done to provide different service (service differentiation) so that customers can get the customer experience based on the class.
Second is Outbound sales operated for telemarketing, and third is Web Service Officer operated for social media and email service.
We are exist for product information, product complaints, and requests activation of features and services. | |
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Center Size: 1505
| (Indonesia)
Elsa Puspitasari, Supervisor
PT. Bank Central Asia, Tbk (View Company Profile)
BCA was first founded on 21 February 1957 as Bank Central Asia NV. The Indonesian Banking Restructuring Agency (IBRA) took over BCA in 1998. Thanks to its management's business sagacity and shrewd decision making, full recovery was accomplished later in the same year. In December of 1998, third-party funds were back at the pre-crisis levels. BCA's assets stood at Rp 67.93 trillion, as opposed to Rp 53.36 trillion in December 1997. Public confidence in BCA was fully restored, and BCA was released by IBRA to BI in 2000.
Role of the Center:
Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is desig...
(show more)Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is designed to be able to provide fast and accurate solution. We operate 7 times 24 hours and can be reach by phone, email, fax, video call, twitter and web. Halo BCA services : banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/syariah, branches, outbound calls, and many more. The key to successful Halo BCA is our reliable team with up to date technology to provide any solution to any problems Customer may have. Halo BCA contact center as the channel, PT Bank Central Asia,Tbk as the organization and also the community where we are grow and at the end bring value to the country level. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing with us. So in summary, Halo BCA role is supporting services, provide value added interaction, support for Customer growth, and contributing to all aspect of business and country. | |
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Center Size: 800
|  (Japan)
Shigetoshi Moriya, Supervisor
Sumitomo Mitsui Banking Corporation (View Company Profile)
Sumitomo Mitsui Banking Corporation (SMBC) and its group of companies offer a broad range of financial services centered on banking. They are also engaged in the leasing, securities, credit card, investment, mortgage securitization, venture capital and other credit related businesses.
We will be sharing our best practices which include
- Problems we faced in operating a team.
- How to show our team’s ability and gain recognition from bankers in branches.
- Ways to transmit our call center’s know-how to branches.
- Answering precisely to branche’s demands
- To make the most of contact center’s advantages
- Everyone taking part in improvement of agent’s talk skills
- Sharing of top performer’s amazing skills
- Contests to increase agent’s motivation
Role of the Center:
Our main functions are Customer service, Outbound sales, Inbound sales, Help desk-external. The role of our center, due to changes in the customer's environment and lifestyle, while utilizing full channel characteristics of the remote, along with the branch is to realize the operational efficiency for operating and contribution to improved customer satisfaction. The role of our center, due to changes in the customer's environment and lifestyle, while utilizing full channel characteristics of the...
(show more)Our main functions are Customer service, Outbound sales, Inbound sales, Help desk-external. The role of our center, due to changes in the customer's environment and lifestyle, while utilizing full channel characteristics of the remote, along with the branch is to realize the operational efficiency for operating and contribution to improved customer satisfaction. The role of our center, due to changes in the customer's environment and lifestyle, while utilizing full channel characteristics of the remote, along with the branch is to realize the operational efficiency for operating and contribution to improved customer satisfaction. | |
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