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Osman Firat - Arcelik Call Center Manager (Bio)

Turkey

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.


Murat Tacer - Business Development Manager (Bio)

Turkey

The Customer Relations Center, ING Bank's telephone banking unit, offers customers an extensive menu of options and operations 24 hours a day 7 days a week on +9 0850 222 0 600



Role of the Center:

Our Contact center located on Kahramanmaras for support customer , sell loan , credit card , investment account and solve all customer problem.


Vladimíra Rosendorfová - CX Officer (Bio)

Czech Republic

RECENT AWARDS

Ranked #1 in the Region 2016

Ranked #1 in the Region 2016

CO-PRESENTER

Slavena Summerfield - Head of Call Center (Speaker Bio)

CEZ Group is an established, integrated electricity conglomerate with operations in a number of countries in Central and Southeastern Europe and Turkey, headquartered in the Czech Republic. Its principal businesses encompass generation, trading, and distribution of power and heat, as well as coal mining. The shares of the Group's parent company, ČEZ, a. s., are traded on the Prague and Warsaw Stock Exchanges, where they form a significant part of the respective indexes. The unit "CEZ Prodej“, is responsible for the whole service and retail segment in the Czech Republic. 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. Almost 5500 customers visit us daily in our contact centers.

 

We will be sharing our best practices which include
 

  1. Unbundling
  2. CRM implementation
  3. Improvements (CX)
  4. Communication Channels, Apps, Social Media
  5. Technical Support
  6. Wow effect
  7. Customer Experience - feedback
  8. Redesign


 

Role of the 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. The unit „ČEZ Prodej, a.s.“, is responsible for the whole service and retail segment in the Czech Republic. 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. Almost 5500 customers visit us daily in our contact centers.


Terence Rodricks - Vice President (Bio)

United Arab Emirates

RECENT AWARDS

Ranked #2 in the Region 2012

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


Jacques De Beer - Managing Director (Bio)

South Africa

Center Size:377

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 service 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+ sales agents as well 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 contact centre industry.

 

We will be sharing our best practices which include
 

  1. Own the value chain
  2. The answer to every problem is always in the call.
  3. When Culture and Strategy collide
  4. Supporting your staff
  5. Technology and data
  6. An ecosystem of re-enforcing behaviours
  7. Focusing on long term value
  8. Future plans


 

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 out 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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