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Call
Centre Association
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E-newsletter
- May, 2002
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In-/Outsourcing
for Service Excellence Seminar
24th May 2002
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| Today's
trend is for enterprises to outsource their call centre
services to external vendors. The aim of this seminar
is to discuss the in/outsourcing of call centres in Hong
Kong in order to meet business' needs and develop superior
services for their customers. Prestigious companies are
invited to share their thoughts, opinions and experiences
with attendees. |
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| Sponsor:
Epro Telecom Services Limited |
| Epro
Telecom Services Limited
is one of the pioneers as well as the largest outsourcing
and insourcing call center service provider in Hong Kong.
Operating and managing over 350 working positions, Epro
has over 8 years of professional outsourcing and insourcing
management experience, and has been a long-term working
partner of various large corporations in Hong Kong. In
the outsourcing field, Epro offers a full range of inbound
(7 x 24) and outbound services through an "economy
of scale" and flexible operation in Hong Kong and
PRC, China. Utilizing its sizable pool of multi-skilled
call center agents, Epro currently provides insourcing
support for customer service representatives (CSR), telemarketers,
call center management operations as well as technical
support staff for different industries in Hong Kong. |
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| Programme
Rundown: |
| 2:15
pm |
Registration |
| 2.30
- 3.15 pm |
In-/
outsourcing of the Call Centre |
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Mr
Peter Heavyside, Managing Director & CEO, CLP
TeleCom |
| 3:15
- 3:30 pm |
Tea
Break |
| 3:30
- 4:15 pm |
People
Management in In/Out-sourced Businesses |
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Ms
Irene Szeto, Managing Partner, ComSense Management
Ltd |
| 4:15
- 5:00 pm |
Case
Sharing - Medium Sized Call Centres Using Outsourced
CSP |
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Mr
Chapman Lam, Customer Services Manager, Galaxy Satellite
Broadcasting Ltd |
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| Programme
Details: |
| Who
Should Attend |
CEOs,
CIOs, Call center managers, agents, IT personnel,
CRM & CSM practitioners, customer-conscious
professionals, HR managers |
| Date |
24
May 2002 |
| Time |
2:30pm
- 5:00pm |
| Language |
English
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| Admission
Fee |
HK$200/
Free* (*Special offer for Call Centre Association
Members)Please return this enrolment form together
with a crossed cheque payable to "Call Centre
Association Limited", in the appropriate amount,
to the following address via mail or in person:
3/F., Powerhouse, HKPC Bldg., 78 Tat Chee Avenue,
Kln (Attn.: Ms. Amy Wong) |
| Venue |
HKPC Building, 78 Tat Chee Avenue, Kowloon Tong,
Kowloon |
| Enquiry |
Ms.
Amy Wong,
Tel: 2788 5753 Fax 2788 6056
E-mail: amywong@hkpc.org |
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| Recently
the Call Centre Association organized two significant
events including the "Forum on the Latest Call Centre
Technology" in March and "Forum on Call Centre
Management and Technology" in April. |
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| In
the "Forum on the Latest Call Centre Technology",
speakers from Nortel Network and MaxVoice delivered timely
and highly interactive presentations. Attendees left with
a wealth of valuable ideas allowing them to remain up-to-date
with the latest technological trends and solutions concerning
call centre operations. Live demonstrations were also
given to further illustrate how the industry can leverage
the latest technologies to both win and retain customers.
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| In
the "Forum on the Latest Call Centre Technology",
Mr. Simon Kriss, an Australian expert was invited to share
with attendees his points of view on the traits of the
world's best call centers. Moreover, professionals from
the HR field as well as renowned customer interaction
centres were also invited to demonstrate how to leverage
the best management strategies and latest technologies
to better serve and retain customers. |
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Call
Centre Technology for Enhanced Hotline Utility and Efficiency
Seminar
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10th
May 2002
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| Recently
more and more people have been making use of government
department hotlines and voluntary organizations, keeping
call centre staff there always very busy. In view of this,
the Call Centre Association will organize a "Call
Centre Technology for Enhanced Hotline Utility and Efficiency"
Seminar as a way to show CCA's commitment and responsibility
to the public. |
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| At
this seminar, professionals will be invited to introduce
the latest call centre technologies and solutions, and
illustrate how to leverage these technologies to maximize
resources in order to enhance hotline utility and efficiency.
The aim is to provide more help to people in need. |
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「客戶中心電話網絡科技 助提高輔導熱線接聽率」研討會
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2002年5月10日
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| 有鑑於近期使用政府部門及志願機構求助熱線的市民大幅增加，致令熱線線路非常繁忙；所以，客戶中心協會將於5月10日星期五，假香港生產力促進局舉辦「客戶中心電話網絡科技 助提高輔導熱線接聽率」研討會，期望能有助政府部門及志願機構提高其電話熱線系統的接聽率，貫徹客戶服務中心協會肩負社會責任的承諾。
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| 研討會將介紹最新的電話網絡科技，及熱線中心如何能夠利用嶄新科技，令資源得以充份善用，達到提高接聽率，讓更多有需要的人士受惠。本會希望透過是次研討會，能為用家提供更多不同的電話熱線方案，提高服務效率。 |
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Traits
of the World's Best Call Centres
Mr. Simon Kriss
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| Call
Centres have become the lifeblood of sales and marketing
operations in so many businesses these days. And in order
for these centers to succeed, they must be run with world-class
efficiency and true expertise. |
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| That's
why the CCA recently organized a special "Forum on
Call Centre Management and Technology" on April 26th
to help call centre practitioners find new ways to improve
their performance in today's hyper-competitive world.
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| Attendees
at the Forum were fortunate to hear the wisdom and advice
of one of the most prominent and knowledgeable luminaries
in the call centre industry - Mr. Simon Kriss, editor
of the Asia Pacific Call Centre New (APCCN), who gave
a special presentation called Traits of the World's Best
Call Centres. It offered attendees a host of useful information
and tips that all practitioners could apply to their daily
operations. |
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| Like
many gurus in business consulting Mr. Kriss offers a list
of "golden rules" to live by. For call center
staff he cites six of them: |
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| First
of all he emphasises the need for call centre operations
to accept change, saying that the only norm is change.
Secondly he points out that unless you've worked in a
call centre you really understand what it is all about.
At number three, Kriss makes use of the acronym THEM,
which stands for Technology… Human… Environment…&
Management and emphasizes a balanced mix of all these
component elements. |
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fourth golden rule reassures individual call center employees
by stating that if you're constantly being swamped by
calls and not sure of what you re are doing …then that
is great! The fifth golden nugget of wisdom encourages
workers to make mistakes, saying that if they aren't making
any, then they are not trying hard enough. And the sixth
Golden rule warns practitioners - 'Don't Drop the Pilot'.
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| THEM,
of course, is a centrepiece of Kriss' presentation and
he elaborated on each element in detail. Technology he
says is going to cause the end of the industry and claims
it's the biggest "fix it" now in use. He also
emphasises the need to always find out what your customer
wants and what makes sense for your agents. He warns everyone
as well - "Don't buy point solutions". |
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| For
the human aspect of THEM, Kriss encourages call centre
operations to pay as much attention to people processes
as you do to business processes, while ensuring that your
operation has a well-defined culture. A team-based focus
is the best way forward and because people enjoy a challenge,
it is important to seek out role diversity within call
centers. In short, he says - "service the internal
client." |
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| Under
environment, Kriss urges a departure from the factory
mentality and be sure to create team rooms and meeting
rooms. It's good, he adds, to also minimize view obstruction
while using colour designs in both depth and shape. He
also reminds call centre operators to avoid the "prairie
dog syndrome" of heads popping up and down form behind
cubicles. |
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| As
for management, Kriss cites his Six-Way Interaction Rule
that states when adherence, agents and GOS all rise, occupancy,
ASA and trunk loads fall. He also emphasizes the need
to remind agents to understand the impact of occupancy.
Like other business operations clarity is important as
well. That's why key measures like GOS, adherence, abandonment
rate and points of abandonment, presentation to sales
and customer satisfaction should all be well understood.
Kriss also says there are no averages only indicators
and that quality cannot be measured, only standardized. |
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| Introduction
of Mr. Simon Kriss |
| Simon
Kriss is Chief Executive Officer of the Call Centre Management
Association Asia Pacific and was inducted into the Australian
Call Centre Hall of Fame in December 1999. He has run
his own call centre operations for more than 12 years
and has toured the world studying various operations as
well giving lectures and interviews about the industry.
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