Conference Schedule

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Stephen Mak - Assistant Sales Manager (Bio)

Hong Kong

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.

 

We will be sharing our best practices which include
 

  1. Background of Hong Kong broadband marketing and wireless product market (Router, etc.)
  2. Our company products, advantage of our company in market
  3. Objective of sales campaign and target
  4. Plan and action
  5. Result


 

Role of the Center:

Our contact center is an inbound team for sales to promote our telecommunication product including Broadband, Fixed Line and Pay Television entertainment, namely Quadruple Play. We are one of the largest sales base contact center in telecommunication industry in Hong Kong. Our center have multi-channel to communicate with our customer, including hotline, online live chat, social media and even face-to-face service. Our multi-channel allow our customers to contact with us in everywhere at every-time. We also need to analysis the trend and plan for different campaign to maximize the sales opportunity in the telecommunication market. In 2016. Our center handling around 1,906,000 inbound calls, and 3,000,000 outbound calls.


Ayu Tresnalestari - Supervisor (Bio)

Indonesia

Rich in history, strong financial health, excellent human resources, and reliable technology, BNI certainly has been on the right track to become a national bank with global capabilities. Since its establishment in 1946, BNI has always been part of the dynamics of national development in Indonesia. Now BNI has grown and developed into a solid national bank with sustainable financial performance. ‘Serving the Country, Pride of the Nation”, BNI is challenged to continue and increase its contribution for the progress of the nation and country, today and in the future. BNI believes that human resources are one of the most valuable assets of any company or organization, without which sustainability is not possible. BNI seeks to create a great place to contribute, learn, and grow, to be the pride of the nation.



Role of the Center:

BNI Contact Center or BNI Call exist as an appreciation from PT Bank Negara Indonesia for it's customers. Customer can contact BNI Call from any places in the country and will be served by BNI Call Officer (BCO) and interactive voice response (IVR) non-stop 24 hours a day and 7 days a week. Through BNI Call Service, customers are provided with access to information, conduct transactions and obtain solutions for problems related to banking and credit card. BNI Contact Center vision is to be the Best Contact Center in the world.


Suzanna Tan - Contact Centre Team Manager (Bio)

Singapore

RECENT AWARDS

Express deliveries worldwide; freight forwarding with planes, trucks, ships and trains; warehousing services that go beyond just storage, but include everything from packaging to repairs; international mail deliveries; customized and specialized shipping – if it is about logistics, it is about DHL.

 

We will be sharing our best practices which include
 

  1. Contact center performance
  2. Upselling campaign
  3. Quality management
  4. Key improvement areas implemented in 2015
  5. CS driving Sales Campaign


 

Role of the Center:

My Contact Centre manages an average 6,500 calls per day and optimizes every one of them. Being a major customer touch point, we deliver a personable, customer experience that is efficient and reliable without using an Interactive Voice Response System (IVRS). We take pride that more than 90% of our calls are picked up within 10 seconds and our abandoned call rate is less than 0.3%. We have evolve from a purely customer service centre to a revenue generating centre by helping our customers meet their needs by promoting our Insurance and Time Definite Express products.


Fanny Fanny - Supervisor (Bio)

Indonesia

RECENT AWARDS

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 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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