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Executive Interview : Angie Tay, Country Director - Teledirect Pte Ltd on 2013/2014
We caught up with Angie for our annual 1to1 update - a look back at the industry in 2013 and looking ahead to 2014
In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Labour crunch has been the greatest challenge in Singapore.
Why do you believe has this been a challenge?
Unemployment rate in Singapore is low, together with the changes in foreign workers quota, it does makes recruitment challenging in the industry.
In 2013, what do you think will be the top priorities in the contact center industry for each of the following:
Contact Center Directors
Strategy to elevate Customer service standard and integrate social media into the contact center to increase customers reach
Change management to increase productivity through technology
Think out of the box and use technology to know customers better so that frontliners can serve faster and better
Human Resources Directors
Invest in people and find creative ways for talent acquisition and talent retention.
What technology do you believe will have the biggest impact on the industry over the next 12 months?
Technology is an enabler, all technology is useful and it depends on our contact center embrace the technology.
What impact have "external events" even had on your company, and how have you adapted your business?
Singapore has always been positioned as a regional hub for contact center, there are other lower cost countries that made it attractive for business. Singapore thus adapt to service only high value customers with better service quality.
Do you feel the service you personally get as a customer is better or worse than it was a year ago?
Many contact centers are making full use of IVRS to offload some of their calls. For example waiver of credit card annual fees can now be done via IVRS instead of talking to Customer Service Agents.
How do you intend to improve your contact center in 2014?
We are embarking on Service Transformation to ensure our contact center portrays iconic Service Excellence over every single transaction that a customer has with us.
What contact center technology or other innovation excites you the most as an Executive in the contact center industry?
Technology that can improve productivity with cheaper better and faster method.
What has been the most important contact center related conversation topic in 2013 (last year) and what are your views on this?
Personal Data Protection Act and Do not Call Registry launched in Singapore. DNC is not new in other countries, Singapore will need to adapt to it.
What do you think will be the buzz word / focus for the contact center industry this year?
Take ownership and improve Customer Experience
Lastly, what do you think 2014 holds for the industry? (good or bad and where/how etc)
Industry is still vibrant and one needs to find creative ways to service customers better using better technology. With social media and people getting more tech savvy, the contact center needs to be agile and match their customers profile in order to serve them better!
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About Teledirect Pte Ltd:
TeleDirect is only as successful as the agents we assign to our client accounts. We provide exceptional customer service and support for you and your customers by giving you the option of how, when and where your agents are utilized and deployed.
Published: Tuesday, February 11, 2014