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Article : Great Expectations, High Hopes & Passionate People - A Winning Formula!

Entering the 7th Asia Pacific Top Ranking Performers Conference and Awards (2012) with great expectations and high hopes, we as a company aspired to put the Philippine archipelago in the map of ContactCenterWorld, with a significant industry award that would recognise the Philippines as the new capital of contact centres:

"India, where offshore call centers first took off in a big way, fields as many as 350,000 call center agents, according to some industry estimates. The Philippines (with about 400,000 call center agents), which has a population one-tenth as big as India’s, overtook India this year, according to Jojo Uligan, executive director of the Contact Center Association of the Philippines." – Source: The New York Times, Article by Vikas Bajaj (correspondent for The New York Times), Published on November 25, 2011.


Jeff sharing his best practices

We understand that the Annual Top Ranking Performers Conference and Awards is considered the Olympics of contact centres and contact centre professionals. As such, we felt this is one great opportunity to for us to honour the country where we operate in. Our company highly values corporate citizenship and social responsibility. Thus, this is our primary motivation in participating and competing internationally at the 7th Asia Pacific Top Ranking Performers Conference and Awards (2012).

Furthermore, we fully believe that participating and winning in this prestigious event will not only lead to greater local and international marketability and enhanced client relationships, but this outstanding experience of sharing best-in-class contact centre ideas and practices will also further enhance our operational outlook.

Coupled with this strong motivation, we dedicated a substantial amount of time and effort in collecting business data and writing the entries for the award categories we intended to participate in. Three company entries (Best Large-size Contact Centre – Outsourced, Best in Customer Service and Best Help Desk) and seven individual entries (Best Contact Centre Operational Manager, Best Contact Centre Supervisor – 2 entries, Best Quality Auditor, Best Trainer, Best Support Pro-IT and Best Customer Service Professional) were successfully submitted to ContactCenterWorld on January 31, 2012.

With more than 1,500 entrants from around the world this year, a per region short listing was made by over 50 judges who run contact centres across EMEA, the Americas and Asia Pacific. The official shortlist was announced on February 24, 2012 and further ahead as the conference agenda took form, the finalists who were deemed the best in the region were selected and announced to present and compete at the Asia Pacific Top Ranking Performers Conference and Awards in Singapore. These chosen delegates came from Japan, China, Australia, New Zealand, Thailand, Hong Kong, Malaysia, Indonesia, Fiji, Singapore and the Philippines. Not only eight out of our ten entries made it as finalists; we were also the only selected entrants and recognised finalists from the Philippines. We then received the awe-inspiring result and acknowledged the challenge of competing internationally at this momentous event.

Preparing for the event itself, we dedicated a substantial amount of time and effort in planning, scheduling and executing the activities associated with this significant endeavour. We drafted our individual presentation and collaborated on its contents and value one at a time, whilst we carefully reviewed and applied the guidelines set by ContactCenterWorld. Aligned by a well-structured and objective brief document provided by ContactCenterWorld themselves, we had ensured strict compliance with the presentation guidelines.

For two months, we scheduled and attended a 3 to 4-hour presentation workshop that is weekly recurring. At the workshop, we tackled up event updates on a regular basis to ensure everybody in the team is on the same page; we individually presented in front of an internal corporate audience week after week after week, and sought constructive feedback/criticism after each presentation. Those months of preparation had been a rollercoaster ride for us, as we encountered dozens of obstacles and challenges along the way.

To name a few:

  • At first, we found it very challenging to find a suitable schedule and work it out to make things happen.
  • One co-finalist/presenter was hospitalised and unable to participate at the event – reason being, we only participated in 7 award categories instead of 8.
  • From the initial PowerPoint presentation drafts, we had to make a lot of changes and revisions as we progressed – and as the slides were revised and changed, so did our individual presentation approach and delivery.

With hard work, concentration and despite of the challenges we had, we remained dedicated to the preparation activities whilst we also balanced our individual duties and responsibilities at work. Each of us did a lot of practice presentation at home and during our free time. We did our last presentation workshop on the first week of July, 2012. As we took pride and honour in being the only selected entrants and recognised finalists from the Philippines, we had decided to present wearing the traditional Filipino formal wear, the Barong Tagalog. We felt that wearing the Barong Tagalog in a foreign land as we represent the Philippines and our company in a global industry competition would be priceless indeed.

At the conference proper, we individually presented with passion, conviction and the thought of value that other delegates may take home our professional tips and key points, as we share our best contact centre ideas and practices on stage. The timer, Q&A session and the overall ambience were amazingly stimulating. We were also very pleased and excited about the event’s networking activities and breakout sessions. They were very engaging and productive.

During the Awards Night and Gala Dinner, the gold, silver and bronze medal awardees were announced. We were truly honoured to be awarded four gold medals and ranked number one in Asia Pacific for Best in Customer Service (PCCW Teleservices Philippines, Inc.), Best Contact Centre Operational Manager (Jefferson Opendo), Best Quality Auditor (Archivald Ramos) and Best Customer Service Agent (Bernie Role); two silver medals and ranked number two in Asia Pacific for Best Large Contact Centre – Outsourced (PCCW Teleservices Philippines, Inc.) and Best Help Desk (PCCW Teleservices Philippines, Inc.); and 1 bronze medal – ranked number three in Asia Pacific for Best Contact Centre Supervisor (Ralph William Pangilinan). It was indeed a meaningful learning experience for each of us and perhaps, the most valuable contact centre conference there is.



We all came back home to Manila with renewed vigour, as we felt that our months of hard work and dedication had paid off. Our family, colleagues, friends and relatives were very glad and proud upon seeing us back in town. Overwhelming greetings and words of congratulations poured in from the people around us, and we just couldn’t stop telling them stories about the fantastic experience we had at the conference in Singapore. A press release article was written and published. An official announcement was made. Online topics, posts on social media channels, blogs and forums on the Asia Pacific Top Tanking Performers Conference and Awards 2012 were trending across the cyberspace.

For us, it was such a glorious victory for our nation and the company that we serve – a legacy that would truly inspire people to aim, work hard and drive business excellence that would further validate why the Philippines is cited as the new capital of contact centres.


About PCCW Solutions:
Company LogoPCCW Teleservices is a global contact center and business process outsourcing (BPO) provider skilled in all facets of voice and non-voice customer services, technical support, sales, retention, and other business processes. Our 24/7 operation, supported by technologies, management practices and operational processes, contacts customers in languages that make up over half the world’s population. Our flexible business model is designed to meet client requirements and maximize opportunities from every contact. Leading local and Fortune 500 companies have aligned with our network of multi-channel contact centers throughout Hong Kong, mainland China (Shanghai, Beijing, Guangzhou, Chongqing, Shenzhen), the Philippines, United States, Panama and UK to meet today’s challenges; bringing in benefits to improve service quality and customer satisfaction, increasing revenue generation and cost efficiencies and strengthening market competitiveness.
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About PCCW Asia:
Company LogoPCCW Teleservices is the successful contact management outsourcing business of its publicly-traded parent company, PCCW Limited. Operating one of Asia's largest 24-hour, multi-channel contact centres via hubs in mainland China, Hong Kong, the Philippines, the USA and Panama, the company designs and implements customer strategies for local and multinational clients globally. PCCW Teleservices offers a wide array of skills in multiple languages to service more than 80 million customer contacts annually. With nearly 20 years of experience in running contact centres, PCCW Teleservices has helped its clients worldwide by providing end-to-end total BPO solutions that meet the sophisticated needs of the local and international business community.
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Today's Tip of the Day - Engage Your Agents!

Read today's tip or listen to it on podcast.

Published: Monday, September 3, 2012

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2021 Buyers Guide Customer Relationship Management

 
1.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

2.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

3.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

4.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.
PH: 732-380-9100

5.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

6.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)
PH: 9962646830

7.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
PH: 96386615

8.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

9.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070

10.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive
PH: +212645845790

11.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.
PH: 0217991445

12.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
PH: 3854343250
 

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