Conference Schedule

Print Schedule

Muhammad Fajri - Manager (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in Asia Pacific 2017

INFOMEDIA is a BPO company in Indonesia with massive scale of contact center operation and having expertise in multiple verticals business process.



Role of the Center:

• Inbound sales • Outbound sales • Help desk – external customers • Help desk – internal customers • Customer service


Donovan Crout - Call Center Manager (Bio)

South Africa

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2017

The purpose of the presentation will be to demonstrate the service offering form a business and operational perspective. The brand we service will be a key topic in how the customer contact experienced has evolved in the environment. A past; current and future state of our service offering will be evident in the presentation. This will include our people, our successes, our learnings, the brand and our reflections of these various influencers.

 

We will be sharing our best practices which include
 

  1. Merchants Overview
  2. Service offering
  3. Past;Current and Future State
  4. Our Brand
  5. Execution of Service
  6. People
  7. Successes
  8. Learnings
  9. Reflection


 

Role of the Center:

I am the onsite operational lead for the Outsourced Service Center for Merchants. I am responsible for the service, roadside assistance and outbound marketing services for the Mercedes Benz South Africa Brand. We service countries across sub Sahara Africa and ensure the Mercedes Benz South Africa's commercial vehicle and passenger vehicle customers remain loyal to this premium brand by offering impeccable emergency service, premium service and marketing lead generations services to our client's brand and customer.


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