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Bharat Parshotam - Head of Sales (Bio)

South Africa

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2017

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.


Cheryl Paul - Head of Customer Contact (Bio)

Malaysia

RECENT AWARDS

Ranked #1 in Asia Pacific 2017

Center Size:150

AIA Bhd. is a leading insurer in Malaysia, where we have been privileged to do business since 1948. We offer a suite of financial solutions including Protection, Health, Personal Accident, Employee Benefits, General Insurance, Mortgage, Retirement and Family Takaful products to meet our customers’ protection and financial security needs at every life stage. Our Vision is to be Malaysia’s First Choice Health, Wealth and Protection Partner and our mission is to Provide every Malaysian a better life today, and a surer tomorrow. Part of the AIA Group, the largest independent publicly listed pan-Asian life insurance group, AIA Bhd. has the financial strength, experience and a well-trained team of more than 2,000 staff to serve our 3 million customers nationwide.

 

We will be sharing our best practices which include
 

  1. Contact Center Strategy
  2. Listening to Customers
  3. Moving towards Becoming a Profit Center
  4. Efficiency - Reducing Redundancies
  5. Digital Self-Service


 

Role of the Center:

The role of my Contact Center is as a one-stop-shop for all our customers across all lines of AIA's business, i.e., corporate servicing, individual policies, medical policies, Takaful and hospital guarantee letter enquiries. In addition to this, we also have a small team of 10 handling customer retention. In short, we manage internal and external customers of my company and this includes assisting on anything and everything our customers need.


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