Conference Schedule

Print Schedule

Vivien Lo - Assistant Sales Manager (Bio)

Hong Kong

HKT is Hong Kong's premier telecommunications service provider and leading 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, and contact centers.



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 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.


Elsa Puspitasari - Supervisor (Bio)

Indonesia

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.


Gary Lam - Team Leader (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. Be Respectful & Thoughtful
  2. Tailor-made Tips Card
  3. Recognition encourages Performance
  4. Well Handshaking
  5. Learn from mistake to make Perfect
  6. “First-aid Kit” File to manage crisis
  7. Experience means a lot
  8. Apply Personal Interest to Lead the Team
  9. Stay Young and Grow with the Team
  10. Turning Customer Voice into Customer Experience Improvement


 

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 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.


Junita Farma Hutabarat - Supervisor (Bio)

Indonesia

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 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


Indra Wahyuningsih - Supervisor Inbound Call (Bio)

Indonesia

Telkomsel is a cellular operator in Indonesia. Telkomsel expands to digital business, including Digital Advertising, Digital Lifestyle, Mobile Financial Services, and the Internet of Things. To serve the needs of customers, Telkomsel has MyTelkomsel app, Telkomsel Virtual Assistant, also Telkomsel operates a 24-hour call center and GraPARI services spread across Indonesia. Telkomsel provide service for society and help them enjoy the digital lifestyle, Telkomsel helped build the digital ecosystem in the country. Using various DNA development efforts (Device, Network, and Applications), these are expected to accelerate the formation of the Indonesian digital society. In addition, Telkomsel is also actively encouraging the positive use of technology in the younger generation. Telkomsel will always be present to inspire society by implementing technologies, competitive products, services, and solutions. These will lead Indonesia to a broadband-based society based on a mobile technology roadmap.



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 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.


Shigetoshi Moriya - Supervisor (Bio)

Japan

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
 

  1. Problems we faced in operating a team.
  2. How to show our team’s ability and gain recognition from bankers in branches.
  3. Ways to transmit our call center’s know-how to branches.
  4. Answering precisely to branche’s demands
  5. To make the most of contact center’s advantages
  6. Everyone taking part in improvement of agent’s talk skills
  7. Sharing of top performer’s amazing skills
  8. 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 remote, along with the branch is to realize the operational efficiency for operating and contribution to improved customer satisfaction.


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