Outsourcing Customer Services Summit 28th

EVENT GUIDE
www.engagecustomer.com
@engagecustomer #outsourcesummit
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ORGANISED BY
SPONSORS
INTRODUCTION
www.engagecustomer.com
@engegecustomer
#outsourcesummit
Welcome
A warm welcome to our first Outsourcing Customer
Services Summit. This new event from the Engage
Customer stable is designed for those of you considering
outsourcing some or all of their customer service and
engagement functions and wanting expert help and advice
in making a final decision, and equally those of you who are
looking to make the most of your current customer service
outsourcing partnerships.
his international Outsourcing Summit is
aimed at providing advice and insights on
how business transformation for customer
services across all channels can drive
performance and profitability.
Delegates will see examples of how
outsourcing customer service functions can
and should be done in an increasingly
omnichannel customer environment, where the
growth of non-voice internet based channels is
transforming the contact centre environment
across the globe.
This has provided an opportunity for contact
centre outsourcers to strengthen their
relationships with existing clients, as well as
provide a point of entry into new prospects as
consumers continue to evolve to non-voice
channels.
The Summit offers a mix of world class local
and international case studies, expert advice
from leading independent industry experts,
panel sessions and high level networking
opportunities.
Have a great day.
T
Contents
4-5
Exclusive Feature
A decade of evolution
6-9
Event Summary
& Agenda
10
Sponsors & Partners
Our aim is for delegates to come away armed
with all they need to know in terms of setting
out on an outsourcing partnership relationship
or making the most of their current
outsourcing arrangements.
Steve Hurst
Editorial Director
Engage Customer
steve@engagecustomer.com
The global outsourcing business is certainly
undergoing a radical period of change and also
impressive growth as the need for
organisations to become more efficient and cut
costs continues apace. There is also a growing
recognition of the need for a stronger
‘partnership’ based relationship between those
that outsource and the outsource providers
themselves. All this and more will be discussed
at today’s event.
As our opening keynote speaker Peter Ryan
lead analyst BPO at Ovum says in his exclusive
article in this event guide the ability to respond
appropriately to non-voice interactions has
been a major challenge for enterprises, who are
strained with stagnant or shrinking budgets,
and have no capacity to bring in new
technologies and train agents appropriately.
OUTSOURCING CUSTOMER SERVICES SUMMIT
3
Contact centre outsourcing -
a decade
of evolution
As I prepare to speak at this Outsourcing Customer Services
Summit I admit to being caught with a touch of sentimentality.
This is because I recall so vividly the first time I participated in one
of these events, which was nearly 10 years ago in New Delhi.
hat strikes me so much is the extent to which
things have changed in the outsourced
contact center space over the past decade.
Not only has the entire dynamic of the
industry shifted massively, many of the players that
were leaders in this space have dissipated, while the
cheeky upstarts of 2004 are now frequently the ones
that are driving forward the new agenda.
W
What hasn’t changed though is the need for
enterprises to work with third-party contact center
vendors (so as to drive high levels of customer
satisfaction at lower costs) , as well as to access as
much revenue potential from both interactions and
analytics. In 2014 as most western economies move
out of the recessionary period that lingered post
global financial crisis, these goals are more
important than ever.
Offshoring done smarter
At the outset of the 21st century, the concept of
offshoring contact center work was a fairly
straightforward equation; enterprises mainly in the
UK and US would work with outsourcing partners
that would shift capacity to India (and maybe a bit to
the Philippines in the case of American firms).
Peter Ryan, Lead Analyst BPO, Ovum and keynote
speaker at the Customer
Service Outsourcing Summit
looks at how the huge
changes of the last decade
have transformed the sector
4
The cost was cheap, and generally quality was good
in terms of customer interactions. But then
something funny happened, in that executives from
both the vendor and client sides decided that
spending hours on airplanes, dealing with jet lag and
being unable to catch up on work when they
returned home were challenges they would prefer to
OUTSOURCING CUSTOMER SERVICES SUMMIT
avoid. The issue was how to maintain a low cost
contact center delivery operation, which in Western
Europe, North America and Australia New Zealand is
just not feasible.
Today the contact center offshore landscape looks
markedly different than it did a decade ago. Not only
is India very much still a player in offshoring, the
Philippines’ prominence as a delivery location has
increased massively having earned an excellent
reputation for servicing end-users from the US,
Canada, the UK, and Australia/New Zealand.
It is now reasonable to assume that calls servicing
the US (and even Spain) could also be handled from
once-unthinkable countries including Nicaragua,
Colombia and Honduras. From a European
perspective, the growth in interest for North African
French, Romanian-supported Italian and German
delivered out of Turkey has led to a more competitive
contact center nearshore market, benefitting both
the enterprise client and the end consumer.
The virtual agent model
gains traction in 2014
Another idea that once may have seemed
unreasonable from many contact center observers is
that of customer support services being delivered
exclusively from an agent’s place of residence.
Admittedly, at first this business model led some
firms to question data protection provisions, agent
supervision and how to manage cohesion among
team members that may be distributed across one
city or even an entire country.
EXCLUSIVE FEATURE
However, outsourcers offering work-at-home services have worked
diligently to develop the technologies that deliver robust security
solutions, workforce monitoring and platforms that provide high
quality training and team building. The results are palpable in that
over the past several years this option has gone from the incubation
stage to being a full-blown business model that employs over 75,000
people 20 hours a week or more globally.
A growing number of enterprises have been pushing their
outsourcing partners to offer agents that work from home, due to the
advantages that this business model offers, most notably an agent
that tends to be highly educated, more work experience and less
likely to switch jobs. Combined, this has led to a reputation for
delivery high levels of end-user satisfaction, which is good for
enterprises’ profit margins.
Welcome to the world of
Omnichannel outsourcing
A decade ago, it would be unthinkable to handle any interaction with
a contact center client not using voice. However, things have truly
evolved since then, and today’s consumer shows less willingness
than ever to use a telephone to resolve customer service issues.
Rather, the growth of non-voice internet based channels has become
extremely pervasive, with end-users choosing to resolve queries via
channels such as email, web-chat, social media and text messaging
(a phenomenon that has become even more pronounced with the
rapid expansion of mobile applications, which provides the chance to
use multiple channels from a single device).
The ability to respond appropriately to non-voice interactions has
been a major challenge for enterprises, who are strained with
stagnant (or in some cases even shrinking) budgets, and have no
capacity to bring in new technologies and train agents appropriately.
This has proven to be an ideal way for contact center outsourcers to
increase their relationships with existing clients, as well as a point of
entry into new prospects; and, as consumers continue to evolve to
non-voice channels, Ovum believes that the ideal role for the
outsourcer is not only to deliver service on behalf of their enterprise
clients, but to act as the trusted guide in helping them manage
this transition.
Know thy customer… or perish
I admit this sub-heading is melodramatic, but for many enterprises, it
rings some degree of truth. End-user intelligence is one of the most
important commodities for any company, as not only will it help to
retain their base of end-users, but it is essential in predicting future
consumption patterns.
But, for many enterprises with limited resources to invest in analytics
technology (not to mention the expensive analysts that are needed to
operate these platforms and interpret data points), taking on such a
deployments will be a luxury some time away.
This is where enterprises must engage with their contact center
partners, which are becoming more adept at offering the analytics
solutions that mine, structure and interpret data that is collected
during interactions handled within the outsourced contact center. For
the enterprise, this provides customer market intelligence that may
have been unaffordable to do in-house, and provides the outsourcer
with a diversified, added-value offering that bolsters profitability – a
win/win for both sides of the business equation.
2014 – A pivotal year and no room for mistakes
Enterprise executives should be excited going into 2014 – the
economy looks like it is gaining the traction that has been elusive
since 2008, and consumer confidence is improving monthly.
However, in order to keep this momentum going at a company level,
the ability to handle all matters CRM in a quality and cost effective
fashion will mean the difference between growing the relationship
with existing end-users and losing them.
By finding reliable and reasonably-priced business models with a
third party outsourcing provider, high standards of customer care can
be leveraged, without excessively large outlays of investment. And
by working with a third-party contact center vendor to help
understand the evolution of customers, executives can be confident
about know what and what to sell to their base of consumers in the
near and long terms.
What is clear is that enterprises need to focus on their core
competencies, and in order to free up mindshare and resources to
achieve this, leveraging the assistance of third party outsourcing
vendors will be crucial in success.
OUTSOURCING CUSTOMER SERVICES SUMMIT
5
AGENDA
EVENT SUMMARY
08:00 Registration and Coffee
09:00 Welcome
Mike Havard, Summit Chairman, Director, Ember Services
09:05 Opening Keynote: The Evolution of Customer Service
BPO – the path to the future
Peter Ryan, Lead Analyst - BPO, Ovum
09:40 Moving from transactional to outcome-based
outsourcing: is it right for you?
Luke Mills, MD, UK Communications, Media & Technology,
Accenture
10:10 NHS Case Study: “Who knows that our Helpline is
Outsourced?”
Ian Hamerton, Head of Donor Services, NHS Blood &
Transplant Authority
10:40 Case Study: ‘A global consumer brand with a
substantial European footprint’
Stephen West, Director, International Service Delivery
Transformation Specialist, K2H
Alan Graham, Director and Chief Commercial Officer,
Mindpearl
12:30 A LatAm Perspective: Can Customer Service be
Delivered In - House Today?
Rebeca Hassan, Executive Director, Nearshore Executive
Alliance
13:00 Lunch
14:00 Shop Direct Case Study: Customer Contact Outsourcing
– does the customer matter?
Tim Sunley, Outsource Services Director, Shop Direct
14:30 Choosing an outsourcing partner:
Martin Leahy, CTO, ABTRAN
Brian O’Brien, Business Development Lead , ABTRAN
15:00 Rank Interactive Case Study: ‘Experiences of contact
centre outsourcing using a homeworking model’
Jennifer Kosmalski, Head of Customer Service,
15:30 Coffee
11:10 Coffee
15:50 Future Care: Key challenges of social customer care
in 2014
Vit Horky, Founder, Future Care Initiative
11:30 Are you engaging your customers with social media or
just ignoring them?
Mark Hillary, Outsourcing specialist, globalisation, author
and blogger
16:20 Panel Debate Ask the Experts:
Ovum, Accenture and Frost & Sullivan
08:00
Registration and Coffee
09:00
Welcome
Mike Havard, Summit Chairman, Director, Ember Services
Mike has had 25+ years in customer management
strategy, operational delivery and leadership roles, with
organisations including BT, TDG, Sitel, CM Insight and
Verint. He is currently a director of Ember Services, a
strategic customer management consultancy focused
on financial and performance analysis to support
customer operations strategy and investment - helping organisations to
determine ‘what better is’ and being unashamedly financial in
perspective. He also sits as Non-Executive Director on the Boards of
other companies in the customer management arena, covering antifraud technologies (Semafone) and skills optimisation technologies
(Silver Lining) as well as advising the Boards of major outsourcing and
hosted platform providers.
He also sits on the CCA Standards Council, where as a founding
member, he helped establish the Global Standard for Contact Centres
with the CCA. He is an Honorary Life Fellow of the IDM, where he also
works as an Executive Board member on the Institute’s journal and on
their Education Council. In addition to these roles, Mike also sits on the
Editorial Board of the Journal of Financial Services Marketing. He has
authored management textbooks in this area, and has had many
thought leading papers published. Mike has been a trusted and
influential advisor to many government departments in respect of
customer management developments and their contribution to national
economic health and effectiveness.
He is also likes to escape and do dangerous things in the mountains
occasionally.
6
12:00 BBC Case Study: Outsourcing is not easy
James Milner, former Head of Contracts & Programmes
BBC, Director, Ember PS
OUTSOURCING CUSTOMER SERVICES SUMMIT
17:00 Chairman's summary followed by drinks and
networking
09:05
Opening Keynote:
The Evolution of Customer Service BPO
– the path to the future
Peter Ryan, Lead Analyst - BPO, Ovum
The provision of customer service business process outsourcing has
changed significantly over the past decade, and no longer means
contact center delivery. In this presentation, Lead Analyst - Ovum, Peter
Ryan will outline the changes in how enterprises and outsourcers
interact with each other, the ongoing shift in business models and how
customer service BPO is likely to look over the next five to ten years.
Peter leads Ovum’s front office BPO research, having
started at Datamonitor, (Ovum’s parent company), in
2003. Peter’s areas of research are wide-ranging within
BPO/CRM and include company profiling, offshore &
outsourcing, self-service technology & speech
solutions, national & sectoral market
segmentation/sizing, internal & external customer satisfaction,
commercial online content analysis, and economic analysis. He has
written extensively on call centres in EMEA, Eastern Europe, North &
South Africa and Canada, as well as on investment in voice applications
and enterprise software market events.
Peter is a prolific speaker and is well known on the international
conference circuit. He has presented at industry events in
Johannesburg, San Francisco, Sydney, Singapore, New Delhi, Paris,
Managua, Prague, Moscow, Cairo, Cape Town, Mexico City, Bogota and
Buenos Aires among others. In 2013, he was named as the 18th most
influential executive in Nearshore outsourcing by the leading news
portal Nearshore Americas. Prior to joining Ovum and Datamonitor,
Peter acquired an in-depth understanding of strategic marketing at
Gateway Computers, NFO Prognostics and the Bank of Ireland.
Peter is fluent in both English and French.
AGENDA
09:40
Moving from transactional to outcome-based
outsourcing: is it right for you?
Luke Mills, MD, UK Communications, Media & Technology,
Accenture
Today’s customer management organisations are faced
with an unprecedented set of challenges: budget
austerity, consumer empowerment, pressure on
switching and churn at record levels, and an everevolving and more complex set of channels to manage,
in which the call centre still plays a hugely important
role. However, despite all of this change and ways of outsourcing, resourcing, offshoring and re-shoring, the good old-fashioned call centre
outsourcing contract has barely changed in twenty years – but the
combination of customer and financial pressure and recent
consolidation in the outsourcing industry has provoked a rethink. Today,
COOs and CFOs have a number of different ways of contracting and
paying for call centre outsourcing services – which range from the short
term transactional options right through to the transformational
outcome-based approach. These new approaches sound beguiling –
but is it really as easy as all that? Or are there even more pitfalls to
manage? Luke Mills, a Managing Director in Accenture’s
Communications, Technology and Media practice, and with a
background in outsourcing, will share his perspective on which of these
options could be right for you, based on recent experience of advising
clients who have gone down the outcomes-based approach, as well as
those who chose not to.
Luke works with some of the largest media, entertainment and
communications companies in the UK. He has a broad range of
experience outside of management consulting before joining Accenture,
and has been able to bring a lot of that operational experience to
clients and programmes within Accenture to shape and deliver some
significant programmes for clients.
Luke joined Accenture as a Senior Manager when he moved back to
the UK in 2010. Prior to that, spent 3 years at TeleTech, launching the
business in South Africa and launching/growing the largest customer
care outsourcing program deployed into that geography.For 4 years
prior I was the CEO of a government-funded organization that assisted
a number of multinationals as they built and grew BPO operations in
South Africa.
10:10
NHS Case Study:
“Who knows that our Helpline is Outsourced?”
Ian Hamerton, Head of Donor Services, NHS Blood &
Transplant Authority
“This case study will look at the history of how NHS
Blood and Transplant has created a donor Helpline
which has proven to be essential in the every day
campaign to keep our Hospitals supplied with the
correct blood at the right time and in sufficient quantity!
It will show how an initially sceptical NHSBT fell in love
with Outsourcing.”
Ian created the National Contact Centre as an outsourced entity with
Teleperformanced. This is one of the best and most cost effective
Contact Centres in Government
10:40
Case Study: ‘A global consumer brand with a
substantial European footprint’
Stephen West, Director, International Service Delivery
Transformation Specialist, K2H
Alan Graham, Director and Chief Commercial Officer, Mindpearl
This case study will be presented by a multilingual support expert that
worked as a consultant for a global consumer brand during their
outsourcing migration. He will delve into this 4 year outsourcing journey
of developing a resilient multilingual contact centre. Key topics covered
will include what led this client to outsource, the challenges along the
way especially giving the multilingual requirements and the outcomes.
Mindpearl is one of the preferred outsource contact centre providers for
this consumer brand who operates globally, including the UK and 8
European countries. Today, Mindpearl’s market support for this client
includes UK, Germany, France, the Netherlands, Belgium, Sweden,
Denmark, and Spain. These markets are supported with fluency in
English, German, French, Dutch, Swedish, and Spanish from
Mindpearl’s centres in Spain, South Africa and Fiji.
Stephen has spent more than 30 years in leadership
roles in the development and delivery of customer
support and customer experience strategies with a
range of international organisations including Mercury
Communications, Equifax & CPP. He is a founding
Director of K2H, a consultancy supporting the contact
centre industry and the management of change in service delivery for
international organisations.Stephen has a worldwide reputation for his
advisory work in the contact centre industry. His areas of expertise
encompasses outsourcing multi-lingual support, implementation of
CRM capabilities, analysis, measurement and control, and the
implementation of contact centre technology. Stephen is also
Chairman of Aeriandi. Aeriandi provides Enterprise CRM solutions that
underpin key transformation projects for leading banks and retail
organisations; together with a PCI DSS compliance toolset.
Alan Graham is a Director and the Chief Commercial
Officer for Mindpearl Group, a global BPO specialist
focusing on international, high quality contact centre
operations in Australia, Fiji, South Africa and Spain.
Mindpearl was recently recognised as the ‘Outsourcing
Contact Centre Provider of the Year 2013’ at the
National Outsourcing Association (NOA) Awards in the UK. Alan
oversees the sales and corporate marketing functions for Mindpearl
globally, including the alignment and implementation of a commercial
strategy to drive sustainable growth and market share.
Alan joined Mindpearl in 2003 as Director of Global Sales and
Marketing. Prior to joining Mindpearl, Alan held leadership roles in
business development and marketing with a range of international
companies including Kodak, Sykes Europe and ClientLogic (now Sitel).
Alan's 17 years' experience in call centre outsourcing and BPO
transactions covers the Aviation, Technology, Travel, Retail, Finance,
Weight Management and Telecommunications sectors. Alan's
outsourcing experience combined with his strong marketing and
business development skills has been the driving force behind
Mindpearl’s successful diversification into multiple industry sectors and
growing portfolio of international clients.
11:10
Coffee
OUTSOURCING CUSTOMER SERVICES SUMMIT
7
AGENDA
11:30
Are you engaging your customers with social media
or just ignoring them?
Mark Hillary, Outsourcing specialist, globalisation author
and blogger
Social media is not just another customer care channel. Your customers
are talking about your brand whether you have a social strategy or not
and if you are not engaging them then you are ignoring them. In this
session, Mark Hillary will move beyond the argument that you need to
be analysing social channels. He will explore why this is important and
how you can start using social media to really engage with your
customers as well as increasing the prominence of your brand.
Mark Hillary is a writer with ten books on technology
and globalisation to his name. He was an official
London 2012 blogger, has been twice shortlisted as the
UK business blogger of the year, contributes regularly to
the Huffington Post, and has advised the biggest
companies in the world on how to more effectively
manage their content marketing and customer engagement strategies
using social media. www.markhillary.com
12:00
BBC Case Study:
Outsourcing is not easy
James Milner, former Head of Contracts & Programmes BBC,
Director, Ember PS
Outsourcing is not easy. It requires an intelligent client function to get it
right and deliver success. James has twenty years of experience as
poacher and gamekeeper and believes outsourcing success can only be
achieved through the rigorous application of some best practice techniques
that he has honed over the years. James will share how he recently led
a BBC team to deliver an award winning, ground breaking contract.
As Head of Contracts & Programmes at the BBC, James
led this award winning procurement exercise. He has
over 20 years’ experience working on high profile
business transformation and outsourcing initiatives
across multiple sectors. Today he advises public sector
organisations on the procurement of complex
outsourced services and their ongoing management
12:30
A LatAm Perspective:
Can Customer Service be Delivered In-House Today?
Rebeca Hassan, Executive Director, Nearshore Executive
Alliance
Latin America has become an increasingly popular destination for the
customer management services (CMS) BPO industry in recent years,
outperforming the global CMS market. Recent contract activity has
highlighted the push for higher complexity, multi/omni channel contracts
and as the region continues to mature, nearshored support will replicate
that of Europe with emphasis on higher end delivery models increasingly
driven by the need for improved customer experience as opposed to just
cost reduction. 2013 saw a rapid evolution in the customer contact
space, especially with the evolution of call centers into “omni-channel”
customer experience experts. Omni-channel skills sets (chat, email, and
social media) are becoming increasingly important in key sectors like
telecom, BFSI (Banking, Finance, Securities & Insurance), healthcare
and consumer goods across Latin America. Social media and other nonvoice channels are new and rapidly evolving modes of customer care.
Can customer service be delivered in-house today and in the future?
Let’s hear your opinion after we explore the most recent trends!
8
OUTSOURCING CUSTOMER SERVICES SUMMIT
Rebeca helps shape the overall strategic direction of the
Nearshore Executive Alliance (NEA), the trade
association that represents the IT/BPO industry in Latin
America. She oversees the implementation of innovative
programs and activities to aid in the development of
business partnerships for the Nearshore member
organizations. Prior to joining the NEA, Rebeca had over 6 years of
experience working for BPO and ITO service providers in Latin America.
In her last role, she was a project manager for a global online
technology and operations company where she successfully
implemented several projects for Fortune 500 companies. A Fulbright
Alumni, she holds a B.Sc. in Information Technology and a M.Sc. in
Information Management from Syracuse University. She lives in
Nicaragua and is passionate for practicing outdoors sports and
enjoying nature.
13:00
Lunch
14:00
Shop Direct Case Study:
Customer Contact Outsourcing – does the customer matter?
Tim Sunley, Outsource Services Director, Shop Direct
Why we took the decision at Shop Direct to outsource the vital activity of
dealing with Customer contacts for a business that is focussed on
becoming a World Class Digital Retailer, and how is the journey 18
months into the relationship with Serco?
Tim is the Outsource Services Director at Shop Direct.
He is responsible for the group’s approach to nonmerchandise suppliers. He also owns the delivery of the
Customer Contact services through a contract with
Serco and was responsible for initiating this outsourcing
exercise and for the shaping of the deal and contract
with Serco. Previously Tim was Production and Process Director,
responsible for the Catalogue, Brochure and Web production activities
within Shop Direct Group. This included managing the relationship with
RR Donnelley who provide Print and pre-media and inbound mail
services to the Group and has overseen the programme to contract for
this service and migrate the delivery of these services from Transactis
(a separate Group company).
Prior to joining Shop Direct Group Tim spent almost 20 years in the
public sector at the Department for Work and Pensions where he: led
the set up of a welfare reform programme; worked in policy, technology
and operational change projects across various parts of the
organisation. Latterly, Tim was responsible for establishing virtual
Contact Centre operations in both The Pension Service and Jobcentre
Plus, including the operational delivery.
14:30
Choosing an outsourcing partner:
Martin Leahy, CTO, ABTRAN
Brian O’Brien, Business Development Lead, ABTRAN
High level overview on choosing an Outsourcing Partner:
• What to look for when choosing the partner
• Pitfalls to avoid when selecting
• View of the whole relationship between customer & outsourcer, how
it is about more than SLA’s, its about the partnership
Martin is CTO at ABTRAN, a leading business process outsourcer,
specialising in government, transport, finance and health services. He
has significant understanding of both sides of the outsourcing
experience – before his appointment as technology lead at ABTRAN he
AGENDA
spent fifteen years in the pharmaceutical industry where
he built the case for and executed a number of largescale BPO programs within the United Kingdom, Western
and Eastern Europe, India and Asia. At ABTRAN, Martin’s
focus is on innovating, developing and supporting robust
systems and processes that can readily deliver the
customer experience that ABTRAN’s clients need. He has a degree in
theoretical physics and a higher diploma in education from University
College Dublin as well as a master’s degree in information technology
from University College Cork
Bob is Business Development Lead at ABTRAN, a
leading business process outsourcer, focussed on
Government Services, Utilities, Transport, Health and
Financial Services. Bob has extensive BPO experience
from a range of engagements across Ireland, the UK
and Central & Eastern Europe. At ABTRAN, his focus is
on New Business Development; Working with leaders across target
sectors to match their requirements with ABTRAN’s expertise in
customer experience and create partnership strategies which deliver
value to the client, the client’s customers and ABTRAN.
Prior to joining ABTRAN, Bob co-founded a multilingual Customer Support
business based in Poland. In the role of Sales & Marketing Director, he
had overall responsibility for the commercial development of the business,
building the business from initial concept to a multi-site operation,
offices in the UK, Ireland and Poland and clients in UK/Ireland, mainland
Europe and North America. Bob has a degree in Commerce and a
Master’s in Strategic Management from University College Cork.
15:00
Rank Interactive Case Study:
‘Experiences of contact centre outsourcing using a
homeworking model’
Jennifer Kosmalski, Head of Customer Service,
Rank Interactive
"Experiences of contact centre outsourcing using a homeworking
model" What business challenges were Rank facing and how did it
believe homeworking could address these? Were there barriers to
making it a success? What benefits has homeworking delivered in
terms of flexibility, cost, compliance, quality and customer experiences?
Jennifer is an accomplished Head of Contact Centre,
with a proven track record of managing major change
most recently for Rank Digital, supporting Mecca Bingo
and Grosvenor Casino brands. Proven ability to lead,
manage and motivate a strong management team, with
a commitment to delivering excellent service within
budget and headcount. Effective communicator at all levels, with the
required skill and knowledge to balance service delivery and
operational requirements, as well as maintaining required compliance
standards within a regulated environment.
15:50
Future Care:
Key challenges of social customer care in 2014
Vit Horky, Founder, Future Care Initiative
What are the biggest challenges coming in customer service? Future
Care Initiative, a global invite-only community of senior customer service
and social media executives from leading companies like IBM, HP, Citi,
UPC, and Teleperformance, share its insights on the best in social media
customer service.
In 2011, Vit co-founded Brand Embassy when he turned
25 due to his frustration with the agency world. Brand
Embassy, a Red Herring awarded social media customer
care technology firm, recently launched $1m seed round
and opened up 6 world offices to complement Prague
and London operations.
Vit is a founding member of Future Care Initiative, a global invite-only
community of senior customer service and social media executives who
want to drive innovation in customer service industry. Before Brand
Embassy, Vit at the age of 17, founded his first company Inspiro
Solutions, a Prague-based digital creative agency. Since then Inspiro
became one of the leading social media agencies in CEE. He diversified
his company portfolio by launching Inspiro Creative, a software
distribution company, that became a Gold Partner of AVG Technologies
and has served over 10,000 customers since that time.
16:20
Panel Debate
Mike Havard,
Summit
Chairman,
Director, Ember
Services
Peter Ryan,
Lead Analyst BPO, Ovum
Luke Mills,
MD, UK
Communications,
Media &
Technology,
Accenture
Stephen
Loynd, Global
Program
Director,
Customer
Contact, Frost
& Sullivan
Ask the Experts:
Ovum, Accenture and Frost & Sullivan
17:00
Chairman's summary followed by drinks and networking
Specialties: Performance management, quarterly reviews, continuous
improvement, operational management, communication and
implementation of new initiatives, cost reduction using automation and
enhanced efficiences, trend analysis, root cause analysis for service
improvement, goal setting, meeting facilitation, recruiting, management
of resource requirements, budget management.
15:30
Coffee
OUTSOURCING CUSTOMER SERVICES SUMMIT
9
SPONSORS
Mindpearl is a BPO specialist focusing on international, high quality
contact centre operations. Mindpearl was recently recognised as
the ‘Outsourcing Contact Centre Provider of the Year 2013’ at the
National Outsourcing Association (NOA) Awards in the UK. With
an emphasis on inbound customer support, through multiple
communication channels encompassing phone, e-mail, web chat
and social media, Mindpearl supports global brands in the aviation,
leisure, telecommunications, retail and weight management
industries. Mindpearl have a reputation for ‘spin on a dime’
flexibility and will challenge convention, improve your service
offering and deliver a superior customer experience. Our success
lies in our ability to offer cost effective, tailor made, intimate
solutions focused on innovation, quality, and value-add. With our
highly skilled, motivated multilingual workforce and our strategically
located ‘Follow the Sun’ locations, in Brisbane, Barcelona, Cape
Town and Suva, Fiji, we have the know-how, experience and
resources to maximise business performance and profitability.
Mindpearl differentiators:
• A management team with over 100 years combined contact
centre/customer service experience
• A passion for customer service excellence
• A reputation for ‘spin on a dime’ flexibility
• 24/7 customer service support in English and over 20
other languages
Contact Person
Candace Laubscher
E: Candace.laubscher@mindpearl.com
T: +27 (0) 21 440 6707
T: +27 (0)79 514 7006
W: www.mindpearl.com
Ember is a customer management
consultancy that knows how to
secure value for its clients. As part
of our wider customer management
strategy and operations consulting,
our outsourcing engagement
services will design and cost the
optimum outsourcing model for
you, identify and engage with the
best delivery partner for your organisation and help you with
effective governance or mediation of your partner relations. This is
about enabling you to transform your balance sheet, drive your
customer engagement and the resulting P&L performance as well
as effectively managing the business risks of such change.
Contact Person
Rob Sherwin
E: rob.sherwin@emberservices.com
M: +44(0) 7765 231023
W: www.emberservices.com
Sensée delivers co/outsourced services using a homeworking
cloud based model that delivers:• Productivity -85% of Sensée advisor-contracted hours are
accounted for by Talk Time/Wrap
• Customer Experience scores exceed other client operations by
an average of 16%
• Reduced operating costs eradicating idle hours, wait time and
physical infrastructure
• Flexibility enhancements by scheduling multiple intra-day shifts
for stints as shorts as 30 minutes
• Widen catchment area, by demographic/age/geography.
• 500 fully employed mature experienced part-time resource
dedicated to your brand
• 100% real-time visibility control and security.
Sensée manages PCI DSS and FCA-compliant processes for
clients including Argos, Aviva, PhotoBox and Rank Interactive.
Interactive Intelligence is a global provider of contact centre, unified
communications, and business process automation software and
services designed to improve the customer experience. The
company’s solutions, which can be deployed via the cloud or onpremises, are ideal for industries such as financial services,
insurance, outsourcers, collections and utilities. The company’s
standards-based all-in-one communications software suite was
designed to eliminate the cost and complexity of multi-point
systems. Founded in 1994 and backed by more than 5,000
customers worldwide, Interactive Intelligence is an experienced
leader in delivering customer value through its on-premise or
cloudbased Communications as a Service (CaaS) solutions, both of
which include software, hardware, consulting, support, education
and implementation. At Interactive Intelligence, it’s what we do.
Contact Person
Jamie Salmon
E: Jamie.salmon@inin.com
T: 01753 418852
10
OUTSOURCING CUSTOMER SERVICES SUMMIT
Contact details:
Kelly Bains
E: kelly.bains@sensee.co.uk
T: 0208 995 5119
W: www.sensee.co.uk
PARTNERS
big interview
Now open for Entry
All finalists speak at conference and feature in The
Independent newspaper.
THE AWARDS VOTED FOR BY YOUR PEERS
The 2013 Peer Awards Ceremony at the Waldorf Hilton
Would you like acknowledgement and
exposure for your success? The 2014
Customer Engagement
Peer Awards categories are…
•
•
•
•
•
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B2B Customer Engagement
Customer Service
Mobile Customer Engagement
Multichannel Customer Engagement
Social Media Customer Engagement
Voice of the Customer
How to enter
http://thepeerawards.com/enter-now
Customer Engagement Sponsors
For Sponsorship opportunities
please contact: Nick Rust
E: nick@engagecustomer.com
T: 01932 506500
M: 07968 416007
2014 Events
Forums
Customer Engagement in the Retail Sector
- 24th April
Customer Engagement in Financial Services
- 22nd May
Social Customer Engagement
- 3rd July
Employee and Customer Engagement
- 18th September
Mobile Customer Engagement
- 9th October
Customer Engagement in Telcos/Utilities
- 23rd October
www.engagecustomer.com
Webinars
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2.
3.
4.
5.
6.
7.
8.
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10.
11.
12.
Thursday May 1st
Thursday 8th May
Thursday 15th May
Thursday 5th June
Thursday 19th June
Thursday 10th July
Thursday 17th July
Thursday 24th July
Thursday 4th September
Thursday 25th September
Thursday 6th November
Thursday 4th December
Register for forums now (Free for end-users)
at www.customerengagement.com
Customer Engagement Peer Awards
May – Finalists published in the Independent
newspaper
June 24, 25 & 26 – Finalist conference
October – Awards Ceremony
For more information please contact: Nick Rust
nick@engagecustomer.com
T: 01932 506500
M: 07968 416007
Customer
Engagement
Summit
28th November,
Victoria Park Plaza,
London
Engage now at:
www.engagecustomer.com
@engagecustomer