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Kadir Atas - Director of Technology (Bio)

Turkey

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2017

Ranked #2 in the Region 2016

Center Size:8000

Established in November 2007 as a wholly-owned subsidiary of Türk Telekom, AssisTT offers multi-channel customer experience solutions for sales & marketing, face-to-face services, social media management, and revenue management. As of the end of 1Q22, AssisTT has close to 15,000 employees across Turkey. The company draws upon 15 years of experience as well as industry-specific technology solutions to offer added value and a unique experience to its customers.



Role of the Center:

Support customers


Nishant Banthia - Senior Director, Global Consumer Support (Bio)

India

RECENT AWARDS

Ranked #1 in Asia Pacific 2017

Center Size:6000

Incorporated in 1996, Dell India has been among the fastest growing technology companies in the country. An engine for Dell’s global growth, Dell India is a strategic component of Dell’s transformation into a true IT solutions partner and a ‘trusted IT advisor’ focused on end-to-end offerings. With over 27,000 team members, Dell India is the largest operation for Dell outside the US and has presence across eight cities – Bangalore, Hyderabad, Delhi, Pune, Noida, Coimbatore and Chennai. Dell has invested significantly in building end-to-end solutions and delivery capabilities - sales & marketing, manufacturing hub, Dell Services, R&D Centre, Customer Contact Centers, Dell IT, Global Analytics and Global Financial Services – besides setting up a distribution network of commercial and retail channel and a service network that spans over 650 locations across India.

 

We will be sharing our best practices which include
 

  1. The past – knowledge is nice, but…
  2. What is the Solve ?..
  3. What does it cover?..
  4. What are we doing today?..
  5. Success Measure…
  6. Implementation during a real-time excursion
  7. Communications


 

Role of the Center:

Dell routes technical support queries on products for the Consumer & Commercial market according to component-type and to the level of support purchased:  Basic support provides business-hours telephone support and next business-day on-site support / Return-to-Base, or Collect and Return Services (based on contracts purchased at point of sale)  Dell Premium Support / ProSupport provides 24x7x365 telephone and online support, a selection of 4 or 6-hour onsite support after telephone-based troubleshooting, and a Mission Critical option with two-hour onsite support, for customers who choose the highest level of support for their most critical hardware assets. In addition, the company provides protection services, advisory services, multi-vendor hardware support, how-to support for software applications, collaborative support with many third-party vendors, and online parts and labor dispatching for customers who diagnose and troubleshoot their hardware.


Derek Chan - Telebet Support Manager (Development) (Bio)

Hong Kong

RECENT AWARDS

Ranked #2 in Asia Pacific 2017

The Hong Kong Jockey Club (a.k.a. the “Club”) founded in 1884 has been operating an unique “not-for-profit” model to the betterment of Hong Kong through its integrated business operations of world-class racing and sports entertainment, membership, responsible wagering, charities and community support. The Club is contributing significantly to the economic and social development of Hong Kong. It is the largest single taxpayer, contributing US$2.7 billion in 2015/16. To be Hong Kong’s premier charity and community benefactor, the Club donated US$500M to support a vast range of charitable and community projects in 2015/16.

 

We will be sharing our best practices which include
 

  1. Describe the internal solution introduced
  2. Why was the solution deployed
  3. Challenges that faced during development and implementation
  4. How to overcome the challenges
  5. Benefits to the Club and customers
  6. Experience sharing


 

Role of the Center:

The Hong Kong Jockey Club (a.k.a. the “Club”) founded in 1884 has been operating an unique “not-for-profit” model to the betterment of Hong Kong through its integrated business operations of world-class racing and sports entertainment, membership, responsible wagering, charities and community support. The Club is contributing significantly to the economic and social development of Hong Kong. It is the largest single taxpayer, contributing US$2.7 billion in 2015/16. To be Hong Kong’s premier charity and community benefactor, the Club donated US$500M to support a vast range of charitable and community projects in 2015/16. Telephone Betting Services Department is one of the three business channels of the Club that has four mega contact centers with a total capacity of 2,800 service agent positions and an automated IVR platform. It contributed US$3.76 billion turnover and handled 130 million customer calls in 2015/16. Amongst the four contact centers, the ShaTin Telebet Centre (STC) established in August 2015 is the next generation flagship centre operating 7x24 to cope with the ever-increasing business growth of the Club. The STC moved into a newly built premise which consists of 1,000 workstations equipped with state-of-the-art technology and innovative services. It handles 60% of the total customer transactions annually. This STC provides various job opportunities to nearby 20 km population; employs over 3,000 part-time and full time operating staff offering quality telephone wagering services to over two million account based customers. It also fosters spirit of the social responsibilities by developing charity programs or volunteer service to local community.


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