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Executive Interview : Award winners 2015 - Interview With Suntaree Phuvathanarak from DKSH (Thailand) Limited
Suntaree Phuvathanarak from DKSH (Thailand) Limited discusses her first experience presenting, competing and networking at the ContactCenterWorld.com Top Ranking Performers Awards in Singapore.
Can you tell us about the company you work for, the center you work in and your role?
DKSH is in multinational company which has a long history of market expansion with more than 105 years in Thailand. In the past we were doing business, just like the middleman, by focusing on customers. After time went by, DKSH's growth increased, but we still remain focused on our customer in a different way. Before we set up our contact center, the customer had only one touch point to contact a Sales Representative that visited and took their order. From this point of view, DKSH management reviewed how to align with the corporate strategy and is now helping companies to grow the business in new and existing markets.
The Customer Care Center was established in January, 2004 with new call infrastructure and customer development. The contacting model has changed from the past, most of the time sales representatives will take care of our customers, but now CCC becomes one part of their choice. Then CCC becomes the key window of the customer touch point and DKSH business has been a key differentiator in leading business healthcare in Thailand. Our role is to provide a consistent experience across all customer interactions with high service of excellence.
I am a Senior Customer Care Manager at DKSH (Thailand). My key roles and responsibilities are to organize, coach and monitor the process of order receiving and order processing from inbound calls to meet speed, productivity and the quality expected.
Another important role is to plan for increased agent competency and developing skills because our agents are a valuable resource and the biggest cost component in my contact center. For these reasons, I have to find ways of retaining them by creating a friendly environment and having a shared purpose, objective and to drive a sense of belonging that increases employee engagement within my contact center.
Which Top Ranking Performer Award(s) did you enter and why did you choose it/them in the first place?
Best Contact Center Executive category. I would like to benchmark my leadership style and management strategy to see how I can manage the DKSH contact center to be the best customer care center in the healthcare business in Thailand.
You won one or more medals - how do you feel about being one of the top champions in the region?
It's a great honor to join this competition and win the medal in this category because the result will reflect my operation is right on track and helps me with any further improvement.
Winning is always a good result but we think the best result is taking something back from CCW competitions for further development and improvement.
Can you tell us about the sense of pride you have now that you won a medal for your company and country?
I can be a good role model for the company and department. The company will have more confidence in myself and the way that I can make a good reputation and to display the corporate image.
How does your company justify your involvement in this process? i.e. how do they know its valuable enough to participate?
The CCW organization can bring me out of my comfort zone and help me to learn from other businesses that are in the same service industry. Sharing best practices or even lesson learned.
For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?
Joining the contact center world benchmark competition is the best opportunity to learn new things with other business organizations and also find new improvements or development areas.
Rankings matter to us because we can see how good we are when we benchmarking with others. It's a good opportunity that we can learn something and be able to share good management practices to others.
(Interested in entering the ContactCenterWorld.com Top Ranking Performers Awards? Click Here)
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters?
Finding best practices or what we have to do next for further improvement, CCW can help us to find such a thing definitely.
(Interested in participating in a ContactCenterWorld.com event? Click Here)
Today's Tip of the Day - Workforce Management Strategy
About DKSH (Thailand) Limited:
Our expertise is in Sourcing, Marketing & Sales, Logistics and After-Sales Services. DKSH is the preferred partner for quality companies for their business expansion. DKSH is committed to deliver exceptional value for its business partners by ensuring optimal market performance today, while creating the products and services demanded for tomorrow.
Published: Friday, July 17, 2015