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n Post conference workshops:

17 June 2016

e
nd r

A nd
a

n Main conference:
15-16 June 2016

n Venue:
New World Makati Hotel,
Manila, Philippines

Re-Positioning your Contact Center as a Strategic Asset through Value-Added Delivery & Cutting-Edge Innovation

OUR HEADLINE SPEAKERS INCLUDE:

Rodahl Leong-Lyons
Vice President of Sales Asia Pacic
Hyatt Hotels Corporation

Raghunandan Mohapatra
Executive Director and Global
Head Client Journeys Retail
Banking
Standard Chartered

Camille Conlu
Vice President Operations
HSBC Global Resourcing

Lourie Lynn Mangubat

Customer Care and Retention
Director
AXA Philippines

Rosanne Suarez
General Manager Transformation
Telstra Philippines

Alicia Teo
Regional Head of Customer
Experience & Customer
Service
Zalora Group

Contact Center Philippines brings collaboration to dierent

companies from dierent industries, sharing best practice and providing
tips on how to run your business intelligently. Worth going!
Head of Contact Center, SMART Communications
Sponsors:

Media partners:

Researched and developed by

www.contactcentersph.com

14 REASONS TO ATTEND 3RD ANNUAL CONTACT CENTERS PHILIPPINES:

BRAND NEW CASE STUDIES:

of BPOs are
Call Centers

in revenue
generated by
the Philippine
contact center
industry

90%

of population
younger than
55 years old

55%
Attrition
Rate

86%

Strategic decision
makers do not think
their empolyees
upsell/cross-sell

50% drop in attrition rate, 90% call backs and 64% positive
commendations nd out more in HSBCs exciting case study on
Empowering Agents to Break the Rules and Delight Customers!

THEME 1:

POSITIONING YOUR CONTACT CENTER AS A STRETGIC ASSET

Deep dive into understanding national blueprints and sustaining growth
through value-creation, cost-cutting, digital ecosystem integration and
balancing growth. Plus understand the right model to grow your center
(hybrid vs. outsourcing vs. captive)!

THEME 3:

TECHNOLOGY ENABLERS: NICE TO HAVE OR NEED?

Gain holistic insights into interfacing data analytics, cloud, mobile
apps and social media with existing people and processes. Explore
Interoperability issues, change management, data analytics, cloud,
apps, and social media tools!

Phone:

+65

6722

9388

Fax:

+65

6720

5
3804

Email:

3 UNMISSABLE WORKSHOPS

focusing on designing a frictionless omni-channel strategy,

identifying performance and business indicators, and building
a customer-centric culture

80+

60%
Captive

40%
BPOs

CASE STUDY:

5000 calls a month saved and numerous manhours, through AXAs newlylaunched welcome video - nd out more on how they have gained an
overwhelming 90% positive feedback so far in delivering data-driven,
personalised service!

CASE STUDY:

14% attrition rate Manulife reaches outstandingly new lows, benchmarking

a third lower than the industry average! Discover more in Valuing not just the
customers but the agents journey

12

14
n

designed to get you talking: Maximise your productivity by

benchmarking practical solutions to your specic challenges!

Strategic Contact
Center leaders

13

150 MINUTES OF INTERACTIVE DISCUSSION GROUPS

WHO WILL YOU MEET?

10

11

CASE STUDY:

WHAT ARE SOME OF THE LOCAL MARKET ISSUES?

$25B

MULTI-STAKEHOLDER PANELS

on key topics to facilitate open discussion between government,

global MNCs and BPOs and leading local Contact Centers

60%

Listen to HCBC, AXA, Standard Chartered, Manulife, Hyatt

Hotels, Telstra, Garuda Airlines and many others engage in peerto-peer sharing from both regional perspectives and Philippinecentric issues

THEME 2:

TALENT RETENTION: ALL TALK, NO ACTION?

Discover fresh ways to achieve lower attrition rates by 50%
exploring skills specialization, multi-skilling, mobile learning, careerpathing, gamication and long-term reward systems.

THEME 4:

MULTI-CHANNEL OPTIMISATION
We all know the why, the how is harder! Learn how to unify communications
eectively across people, process and technology to leverage on the digital
wave?

THEME 5:

TURNING CUSTOMERS INTO FANS

With the CX revolution rmly underway, its increasingly vital to
stay competitive to achieve remarkable nancial results through
customer advocacy!

enquiry@iqpc.com.sg

www.contactcentersph.com

Dear Colleagues,
With 90% of its population under 55, excellent English skills and
cultural proximity to their clients, the Philippines contact center industry
is set to generate $25 billion in revenue by 2017, accounting for 10% of
GDP.

Investment Priorities for Philippine Contact Centers in Enabler Technology - particularly analytics,
social media and workow management - have doubled from 35% to 68%. How are you planning
your technology spend? Find out from the best at our summit!

Enabler technology is increasingly becoming a strategic imperative for CCO

Despite being undisputedly the top voice-based contact center

destination, the Philippines is now having to respond to shifting
consumer demands. Massive adoption of non-voice innovation through
digital, social and mobile disruption has become a key priority.
However, with severe attrition, locational density, quality issues and
rising labour costs, how does the industry stay competitive? How can you
leverage on the opportunity to drive sales and change the impression
consumers have of your brand? How do you leverage on enabler
technology and transit fully into multi-channel seamlessly?
The 3rd Annual Contact Centers Philippines summit re-imagines Contact
Centers as a strategic asset which can be unlocked through shifting
paradigms and technology integration with existing people and processes
In this premier event, hear exclusive insights from leading global brands
and local experts on the latest trends, engage in debate at our multistakeholder panels and deep dive into challenges at our roundtable
sessions with 80+ other passionate customer experience experts!

64% of Contact Center operators now have 2 or more channels and are looking to intensify their
growth in non-voice channels. Join us at the 3rd Annual Contact Center Philipines to see why and how
this shift is likely to intensify!

Shift in channel mix towards non-voice channels is likely to intensify

Looking forward to seeing you this June for an enriching time of

benchmarking and peer-sharing!
Best,
Joyce
Project Director
3rd Annual Contact Centers Philippines
Global Trends
in the Contact
Center Market and
Opportunities for the
Philippines - Everst
Group, 2015

Phone:

+65

6722

9388

Fax:

+65

6720

3804

Email:

enquiry@iqpc.com.sg

www.contactcentersph.com

MEET THE SPEAKERS

Alicia Teo
Regional Head of Customer
Experience & Customer Service
Zalora Group

Toni Ruotanen
Head of Customer Experience
APAC, honestbee
Toni has 24 years of service in the industry, and
currently managers customer segments ranging
from consumers to enterprise customers in
Asia, Europe and North America. He served
companies like Sybase (a SAP Company),
Microsoft Corporation and NCR. During his
years in the industry he has built and managed
contact centers both in-house and in a
outsource environment. -ranging from small
teams of 10 to over 5000.

Rosanne Suarez
General Manager Transformation,
Telstra Philippines

Renan David
Vice President, Strategic
Initiatives and Learning,
Manulife

Raghunandan Mohapatra,
Executive Director and Global
Head Client Journeys Retail
Banking, Standard Chartered

Mia has over 18 years of experience

in planning, developing and designing
Marketing and CRM strategies, particularly
in the areas of Customer Analytics, Loyalty
Program Management, Strategic Campaign
Management, Acquisition and Portfolio
Program Development. She has held global
roles and spearheaded transformations in
data warehouse management in some of
Philippines' top telecommunications, banking
institutions and broadcast media companies.

+65

6722

9388

+65

6720

3804

"Manage the Current

and Build for Future"

Mirei Magallona
Vice President Contact
Center Operations, TELUS
International Philippines

- Philam Life

Lourie has held senior roles in Customer

Service, Operations and Marketing is currently
responsible for driving customer centricity and
service delivery at the contact center as well
as support business conservation initiatives.
She also oversees industry pioneering services
to drive sales. for persistency and oversee
industry pioneering service She also has
key experience in CRM Analytics-based lead
generation campaigns.

Binu Azad
Director Global Customer
Services and Business
Analytics, Philips Electronics

Fax:

This conference is not only about

networking, selling or promoting
companies but collaborating for
a better Phils/World, current and
future for the next generation.

Lourie Lynn Mangubat

Customer Care and Retention
Director, AXA Philippines

Brent Holland
Vice President,
Customer Solutions
FurstPerson Inc.

Norlin Sunga
Founder & Chief
Executive Ocer
NRS Business Solutions

Rudyard Von de Leon

Director, Asia Regional
Operations Center,
Western Union

Jacqueline Fuentes
Vice President - Customer
Experience Operations, Globe
Telecom

Camille Conlu
Vice President Operations,
HSBC Global Resourcing

Phone:

Previously VP of Sales in America, Rodahl has

won awards for leadership and innovation, and
her contribution in developing Hyatts Group
Bill technology, a state-of-the-art reconciling
tool that changed the industry standard.
She is passionately exploring technology to
support an eRFP system, which will make it
more ecient for both customers and sales
associates. She also enjoys and has immense
expertise in working out the details of change
management.

Raghu has 14 years of experience in building

businesses, developing talent and innovating
across diverse areas of retail banking globally.
He has built and led product development
teams as well as done leadership roles in
global sales and distribution. He lives in
Singapore and enjoys compeering, public
speaking and hosting events.

Mia Icasiano-Bulatao
Vice President and Head Customer Value Management
and Loyalty, SMART
Communications

Syahreza Syahrial
Head of Global Contact Center
Services, Garuda Indonesia

Rodahl Leong-Lyons
Vice President of sales
Asia Pacic, Hyatt Hotels
Corporation

Email:

enquiry@iqpc.com.sg

www.contactcentersph.com

CONFERENCE DAY ONE

WEDNESDAY, 15th JUNE 2016

09:20

Opening Remarks from the Chairman

Optimizing resource allocation through

technologies to maximize short-term and long-term
ROIs
Rodahl Leong-Lyons
Vice President of Sales - Asia Pacic, Hyatt Hotels
Corporation

Sustaining Growth and Staying Competitive

in The Philippines
09:30

Global Trends in the Contact Center Market and

Growth Opportunities for the Philippines
As number one BPO voice services provider in the
world, The Philippine contact center industry has
generated an impressive $15bn in total revenues in
2015, and expects to hit $25bn in 2016.

10:30

However, despite the aggressive promotion of the

Philippines value proposition in digital services in
existing and new markets, there has been sti
competition from other nations in terms of valuecreation. Other areas of concern include balancing
onshore-oshore delivery, currency attractiveness,
attrition and wage ination, as well as geographical
concentration risk and its impact on business
continuity. Find out how the Philippines can address
these issues to ensure sustained growth for the future.
10:00

Brent Holland
Vice President, Customer Solutions, FurstPerson Inc.
11:00

Morning Break and Networking

11:30

Pushing Your Contact Center to the Top Quartile:

Reducing Operating Costs while Maintaining
Customer Service Quality and Performance
Value-adding in terms of quality and quantity: how
to save and make money for your clients?
Adopting a balanced onshore-oshore delivery to
justify costs
How do you promote partnership and
collaboration with the businesses across the rm?
How employees are empowered and engaged to
drive business results?
How to understand your clients long term plans, to
allow you to become a strategic partner

Re-Imagining your Contact Center as a Strategic

Asset to Achieve your Business Goals
With regional competitors moving up the value chain,
contact centers in the Philippines need to realize the
importance of upselling and cross-selling to retain its
competitive edge. During this session, listen to best
practices from Hyatt hotels so you too can transform
your contact center to drive ROI and retention:
Setting the right customer experience goals to
achieve your organizations revenue targets
Inculcating a culture of value-creation: empowering
your agents to move beyond customer service
functions
Eectively utilizing data to create lead generation
opportunities, upselling and cross-selling
Integrating contact center operations into wider
enterprise channel strategy

Phone:

+65

6722

9388

Fax:

Global Contact Centre Industry Skills Benchmarking

Study: Filipino Talent Versus the World
Reviewing contact centre skills research based on
500,000+ job applicants from over 20 countries
Exploring key skills where Filipino applicants
outperform and underperform other countries
Uncovering strategic implications for talent
development and attracting new business

12:00
PANEL DISCUSSION

Registration & Coee

+65

Toni Ruotanen
Head of Customer Experience APAC, honestbee

Automation and Innovative Technologies for

Enhanced Customer Experience

6720

3804

Email:

Digital Technology Adoption: A Must-Have or a Niceto-Have?

With pure voice services accounting for 62% of
total BPO revenues in the Philippines, stakeholders
have called for the industry to increase its
technological uptake in order to maintain a
competitive edge. Whilst many are aware of the
benets, many are hesitant to invest because of the
implementation challenges. What does it entail? Are
we ready for it? How will it aect various job
functions? What good is your Facebook fan page
when your customer wants to proceed to the next
step and speak with you? Find out more in this panel
discussion on:
Overcoming infrastructural challenges and process
re-engineering for the back-end
Eradicating silos between your call center, social
media and mobile department and the customer
experience team
Getting the buy-in from management, clients, and
agents alike
Managing digital data condentiality
Tackling regulatory requirements - the diplomatic
push towards safer sharing
Camille Conlu
Vice President Operations, HSBC Global Resourcing
Alicia Teo
Regional Head of Customer Experience & Customer
Service at ZALORA Group
Renan David
Head of Strategic Initiatives and Learning, Manulife

12:45
CASE STUDY

08:45

Leveraging on Cutting-Edge Technologies for

Consistent and Personalized Service Delivery
As the rst-of-its-kind in the Philippines, AXAs newlyimplemented animated welcome video eectively
substitute for 5000 calls per month, freeing up
much-needed manpower for value-added functions.
Launched in November 2015 with an overwhelming
90% of positive feedback given thus far, the welcome

enquiry@iqpc.com.sg

www.contactcentersph.com

CONFERENCE DAY ONE

WEDNESDAY, 15th JUNE 2016

video inputs personalized data specic to the clients

existing coverage plans, plus educate and
incorporate
a call to action at the end. Besides delivering accurate,
consistent information, the video also functions as
a data validation as well, by ensuring contact
information is also entered correctly. Find out how
this forms the rst step in AXAs transformation to
create memorable moments in their customers
journey, one touch point at a time.

points through ensuring scalability, agility and

interoperability.
Jacqueline Fuentes
Vice President - Customer Experience Operations at
Globe Telecom
Roundtable C: Developing an Integrated Social
Media Strategy: For Millennials or Everyone?
With the proliferation of social media adoption, will
the call center become obsolete? How do you go
beyond scratching the surface to creating a
sustainable and integrated strategy?

Lourie Lynn Mangubat

Customer Care and Retention Director, AXA
Philippines
Lunch and Networking

14:15

Interfacing the Latest Technologies with Your

Existing People and Processes
During this part of the summit, delegates will be
sorted into groups of 15 to take part in interactive
discussions around the topics below. Discussion
groups are kept small to ensure all delegates get the
opportunity to ask their most pressing questions,
guaranteeing a perfectly tailored experience.

INTERACTIVE DISCUSSION GROUPS

13:15

Roundtable D: Enhancing Workow Eciency

through Click-to-Assist and Digital Applications
Find out how you can transit seamlessly between
silos by re-directing trac accordingly from self to live
service through the use of virtual queue systems!
Camille Conlu
Vice President Operations, HSBC Global Resourcing

Roundtable A: Unlocking Vital Customer Insights

through Speech Analytics
Kill two birds with one stone heres how you can
monitor customers and call center agents
simultaneously, not to mention cut costs and boost
upselling opportunities!

Unlocking Agent Productivity and Performance

through Workforce Optimisation
Streamlining organisational processes and
management in fostering collaboration
Transiting from a call center to a multi-channel
contact center in the new digital age What
technology and resources come into play?
Delivering superior customer experience for
improved client acquisition and retention

Binu Azad
Director Global Customer Services and Business
Analytics, Philips Electronics

Norlin Sunga
Founder & Chief Executive Ocer, NRS Business
Solutions

15:15

Roundtable B: Cloud Deployment and Integration for

Maximum Cost Savings and Operational Eciencies
Discover the right deployment mode, implement
recovery plans, and deliver consistently across touch

Phone:

+65

6722

9388

Fax:

15:45

+65

Afternoon Tea Break and Networking

6720

3804

Email:

Integrating People, Process and Technology

16:15

Captive vs. Outsourcing vs. Hybrid Model: Which

Model to Use and Why?
During this part of the summit, delegates will be
sorted into groups of 15 to take part in interactive
discussions around the topics below. Delegates will
get the opportunity to select two topics and will rotate
between their choices every 30 minutes. Discussion
groups are kept small to ensure all delegates get the
opportunity to ask their most pressing questions,
guaranteeing a perfectly tailored experience.
In this session, we hear rst-hand from experts to
discover the pros and cons of engaging in their model
of choice, based on their unique industries,
development stage, and market conditions:
Roundtable A: Captive
What are the decision-making processes based on
development stage and market dynamics? How do you
leverage on technology-driven solution to meet
manpower and operational eciency needs?
Rudyard Von de Leon
Director, Asia Regional Operations Center,
Western Union
Roundtable B: Outsourced
Should clients have a say in the technologies its BPO
uses or focus only on the KPIs? Is there a gap between
what BPOs think and what clients want?
Rosanne Suarez
General Manager - Transformation, Telstra
Roundtable C: Hybrid
Technology adoption considerations: how do you
manage data integrity and server partition between
your captive and outsourced centers?
How do you maximize your outsource centers quick
time-to-market whilst also growing your captive to
manage condential and complex services?

enquiry@iqpc.com.sg

www.contactcentersph.com

CONFERENCE DAY ONE

CONFERENCE DAY TWO

WEDNESDAY, 15 JUNE 2016

THURSDAY, 16th JUNE 2016

th

What are the implications of transiting from a

purely-outsourced to a hybrid model to a captive
one or vice versa?

08:45

Coee and Registration

09:20

Opening Remarks by Chairperson

Workforce Management and Talent Retention

09:30

10:00

Raghunandan Mohapatra
Executive Director and Global Head Client Journeys
Retail Banking, Standard Chartered
17:30

Closing Remarks by Chairperson followed by

Cocktail Reception

Phone:

+65

6722

9388

Fax:

Find out how in the last 1.5 years, HSBC has moved
towards a culture of empowerment, encouraging
agents to break the rules, resulting in a 50% drop in
attrition rates compared to the industry average, plus
90% call backs, 64% commendations, increased
customer loyalty and considerable savings.

Renan David
Head of Strategic Initiatives and Learning, Manulife
10:30

Camille Conlu
Vice President Operations, HSBC Global Resourcing

+65

CASE STUDY

CASE STUDY

Moving to the Omni-Channel: The What, The Why

and the How
While the Philippines will likely retain much of its
voice business, there will be increasing demand for
unied communications in coming years. Achieving a
seamless omni-channel strategy requires you to
integrate your contact center strategy into your overall
group strategy. This case study from retail banking will
take a closer look at how the role of contact centers
is evolving from a stand alone sales, service and
collections channel to in short the new center of
gravity.
What is the current role of contact centers relative
to other channels in Asian retail banking?
What are the big external changes across regulation,
client preferences and technology adoption that
will drive change in channel roles
How will these trends drive omni channel adoption
and aect the design of client journeys?

KEYNOYE

Toni Ruotanen
Head of Customer Experience APAC, honestbee

Customer Versus Procedure: Empowering Agents to

Break the Rules and Delight Customers
If there is a war between process sand customers,
who wins? Many times, standard operating procedures
end up as obstacles to positive customer experience.

PANEL DISCUSSION

Raghunandan Mohapatra
Executive Director and Global Head Client Journeys
Retail Banking, Standard Chartered

17:00

Leveraging on remote, mobile or cloud applications

to maximize training tools and standardize learning
pace
Developing key partnerships with universities

Valuing not Just the Customers but the Agents

Journey: How to Create Memorable Experiences to
Maximize Retention
There has been much talk about ensuring multiple
touch-points across the customers journey but what
about the often overlooked agent? With 6000
employees spread out across Philippines and China,
Manulife has achieved an outstandingly low attrition
rate of 14%, less than a third of the industry average
of 55%. In this case study, nd out how:
Every agent as an ambassador: creating memorable
experiences from application, onboarding, and
upboarding
Ensuring age mobility through the Senior
Leadership Development Programme
Enhancing cross-generational teams digital literacy
via scenario-based trainings interactive games, roleplays, call simulations
Balancing the need for generic skills versus
specialized skills to meet varying demands from
customers

6720

3804

Email:

Scaling up the Skill Set for Next Generation Contact

Centers: Industry Collaboration and Innovative
Methods in Workforce Management
With the Department of Education (DepEd)s
implementation of the new K12 system, there will be
huge impacts on the number of graduates and
consequently, a shortage in manpower for contact
centers. With existing attrition rates at 55%, how will
contact centers meet the talent demand in the near
future? Find out:
How governments, educational institutes and the
private industry can better collaborate to prepare
for this change ?
Understanding the requirements and expectations
of captive vs outsourced contact centers
E-learning incentives for repatriated workforce to
up-skill before returning home
Exploring how long-term reward programmes and
non-monetary incentives can close the talent gap
Rosanne Suarez
General Manager - Transformation, Telstra
Syahreza Syahrial
Head of Global Contact Center Services, Garuda
Indonesia
Jacqueline Fuentes
Vice President - Customer Experience Operations at
Globe Telecom

11:15

Morning Break and Networking

Growing and Sustaining Your Business

enquiry@iqpc.com.sg

www.contactcentersph.com

CONFERENCE DAY TWO

THURSDAY, 16th JUNE 2016

12:15

13:45

Creating the Optimal Customer Service Orchestra

with the Right Instruments and Players
Staying one step ahead means understanding
Business Process Outsourcing trends. During this
interactive presentation, discover what instruments
are at play in business and how we can leverage
trends to evolve our industry, including:
How the Generation Y genre is impacting customer
service support around the world
Why Omni-channel access to brands in all channels
at all times is a game-changer
How smart brands are leveraging corporate culture
to hit the high note
Mirei Magallona
Vice President - Contact Center Operations, TELUS
International Philippines

12:45

Lunch and Networking

Strategies for Value-Creation and Long-Term

Stability
During this part of the summit, delegates will be
sorted into groups of 15 to take part in interactive
discussions around the topics below.
Discussion groups are kept small to ensure all
delegates get the opportunity to ask their most
pressing questions, guaranteeing a perfectly tailored
experience.
Roundtable A: Empowering Your Outbound Sales
Team and Encouraging Cross-Selling and Up-selling
How do we shift from just passing on a hot lead to
closing one? Find out how you can start generating
revenue without needing a manpower or technology
overhaul.
Alicia Teo
Regional Head of Customer Experience & Customer
Service at ZALORA Group

+65

6722

9388

Fax:

+65

Customer Experience Excellence

and Value-Added Delivery
15:00

Roundtable B: Increased Contact Center Productivity

through Gamication
Delve into the latest Gamication and e-learning
strategies to enhance your Gen Y engagement.
Mia Icasiano-Bulatao
Vice President and Head - Customer Value
Management and Loyalty, SMART Communications
Roundtable C: Best Practice in Launching a Satellite
Contact Center
Its never easy getting around the bureaucracy and
infrastructural challenges of setting up a decentralised
contact center in Tier 2 or 3 cities but how do you
maximise the gains and minimise loses?
Lourie Lynn Mangubat
Customer Care and Retention Director, AXA
Philippines

Phone:

Roundtable D: Leveraging on Complaints to Derive

Meaningful Business Insights
We all hate complaints but nd out you can make
them work for you! Heres how you can benchmark
against yourself with the insights gained from
customer feedback!

CASE STUDY

Developing an Enterprise-Wide Business Continuity

Plan (BCP) for Maximum Protability
With the locational density of metro manila and
increasing, tier-2 cities, contact centers are
increasingly concerned with overheating and ensuring
infrastructural continuity. Find out how to de-risk your
contact centers from potential disruptions in this
session:
Understanding the geographical concentration risk
and its impact on business continuity
Analyzing and building BCP for operational,
nancial and cyber risks as well as natural disasters
What you can do for an already resilient workforce
to successfully implement your BCP?
How do you achieve zero delay on critical process
tasks in activation by implementing strong BCP
culture and responses?

INTERACTIVE DISCUSSION GROUPS

11:45

6720

3804

Email:

Branding through Outstanding Customer Service:

The Evolution of Telstras Customer Advocacy
Journey
A good strategy centered on consumers can contribute
greatly to strengthening the brands reputation. But
how do you measure a happy Customer? in this
session, nd out practical ways in which you can learn
from Telstras experience to facilitate and track the
branded experience for your customers:
Clearly dening brand values and culture code
from top to bottom does customer support
reinforce the companys purpose?
Leveraging on the digital and streamlining the
process to meet multiple customer demands
What did we do to change the customer advocacy
model over time, what can you learn from an
experience?
Understanding the KPIs which keep agents inspired
and customers content which metrics work best
for you?
Allow customers to contribute experiences
and building on customers concerns to instill trust
and understanding
Rosanne Suarez
General Manager - Transformation, Telstra

15:30

Afternoon Break and Networking

enquiry@iqpc.com.sg

www.contactcentersph.com

CONFERENCE DAY TWO

THURSDAY, 16th JUNE 2016

CASE STUDY

16:00

How to Bridge the Gap between Self-service and Live

service: Developing a Frictionless Customer-Centric
Strategy
With the rise in usage of smartphones and the
mobile touchscreen, developing a strategy to leverage
on the wave to enhance customer service is essential
in todays contact center. But how eective is your
app when your customer needs live service?
This raises the stakes for prompt connection and rapid
rst-call resolution for call. What good is your
Facebook fan page when your customer wants to
proceed to the next step and speak with you?
Whats your plan to close this customer service
loophole? Responding right when your company is
presented with an important relationship- or
loyalty-building opportunity
Seamless integration with your existing system,
while still enabling eective routing and data
capture to ensure both customer satisfaction and
key metrics tracking
Ensuring Information entered into your mobile app
is attached as call data and submitted to the
intelligent routing system running your contact
center
Alicia Teo
Regional Head of Customer Experience & Customer
Service at ZALORA Group

CASE STUDY

16:30

Driving revenue, maximizing resources and

reducing operational costs through data-driven
insights
Mia Icasiano-Bulatao
Vice President and Head - Customer Value
Management and Loyalty, SMART Communications
17:00

Leveraging on Social Media and Mobile Apps to

Create Memorable Customer Experiences
Understanding cultures and social media etiquette
to cater to the global market
How to make customers feel valued responding
not from templates but from the heart
How will this aect recruitment and retention:
multi-skilling and adapting to incorporate required
skill sets
Developing an integrated and streamlined social
media strategy that permeates throughout the
company
Rudyard Von de Leon
Director, Asia Regional Operations Center,
Western Union

17:30

Closing Remarks by Chairperson

17:35

End of Conference

Delivering the Dierentiated Customer Experience

while Driving Revenue through Data-Driven
Proling
Leveraging on customer analytics to structure and
implement a Loyalty Program Management
Redesigning strategies to tackle complaints based
on the specic proles of customers
Developing marketing strategies based on CRM
data and trends

Phone:

+65

6722

9388

Fax:

+65

6720

3804

Email:

enquiry@iqpc.com.sg

www.contactcentersph.com

POST CONFERENCE WORKSHOPS

FRIDAY, 17th JUNE 2016

We know your challenges are unique. That is why we are giving you three options of ground-breaking workshops attached
to our conference. We tackle the most pressing and relevant issues for Contact Center Leaders and Champions today. These
highly interactive exercises, deep-dive into case studies and engaging discussions for professionals seeking to shape their
organizations into award winning, best in class companies admired by competition and customers alike. To promote maximum
interaction and value for your investment, the workshops are kept at a small number. You can look forward to lively discussions,
networking with your peers and gathering and sharing of ideas and information.

9:30 - 12:00

12:30 - 3:00

Designing and Implementing a Frictionless Social

Media, Webchat and Mobile App Strategy for your
Contact Center

How to Identify Business Processes and

Performance Measures from Your Customers
Perspective

With the rise in usage of smartphones and the mobile

touchscreen, developing a strategy to leverage on the
wave to enhance customer service is essential in todays
contact center. But how eective is your app when your
customer needs live service?This raises the stakes for prompt
connection and rapid rst-call resolution for call. What good is
your Facebook fan page when your customer wants to proceed
to the next step and speak with you?

Customers are the lifeblood of any business. To retain

customers, a business needs to meet and even exceed its
customers expectations. But are your business processes
designed to achieve this? Have you kept the customers
perspective in mind while designing processes and dening
performance measures? The interactive workshop will use live
business examples to show how you can identify and design
your business processes and performance measures from your
customers perspective.

How to bridge the gap between self-service and live

service so callers are quickly transitioned to a qualied
customer service representative (CSR)
Seamless integration with your existing system, while still
enabling eective routing and data capture to ensure both
customer satisfaction and key metrics tracking
Responding right when your company is presented with an
important relationship- or loyalty-building opportunity
Leveraging on an intelligent routing system Information
Handling high call volumes through virtual queuing
- unifying these channels-without extensive programming,
expensive software, and costly agent training

Learn how you can meet customers expectations through

excellence in your processes and service delivery
Understand how to align your customers needs with your
process to enhance the customer experience?
Understand the importance of benchmarking progress
realigning your business processes to ensure customers
satisfaction.
Discover how you can deliver substantial value to your
customers through data-driven business process.

+65

6722

9388

Fax:

+65

6720

3804

Email:

3:30 - 6:00

Building a Customer-Centric Organization from

the Ground Up
Customer dissatisfaction can lead to huge monetary losses
and long term costs. A customer centric organization is where
every process starts and ends with customer satisfaction in
mind a culture, not an event; an ideology, rather than an
isolated action, which ultimately results in increased customer
retention and monetary gains with

Aggressively market the impact of customer experience on

company performance and make sure that your employees
and anyone connected with your company knows that
customer experience/journey is at the core of your
business values
Empower your employees with ownership and authority to
make at-the-spot decisions for your customers
Linking employee growth and incentives with customer
satisfaction
Ensuring customer centricity is a core value of your
company and recruitment decisions
Ensuring all parts of the organization reviews and
contribute to customer experience insights and
enhancements of it

Rodahl Leong-Lyons
Vice President of Sales - Asia Pacic,
Hyatt Hotels Corporation

Mia Icasiano-Bulatao
Vice President and Head - Customer Value
Management and Loyalty,
SMART Communications

Phone:

DO NOT MISS OUT ON THIS OPPORTUNITY,

REGISTER FOR THE WORKSHOPS TODAY!
Course material and refreshments will be
provided during the sessions.

Toni Ruotanen
Head of Customer Experience APAC,
honestbee

enquiry@iqpc.com.sg

www.contactcentersph.com

SPONSORSHIP OPPORTUNITIES

WHAT IS THE INDUSTRY TELLING US?

Are you interested in meeting executives looking to transform their

contact centre through social media, analytics, omni-channel and
enhanced customer service?

Contact Centers Philippines recently undertook an extensive survey of industry

professionals which revealed that...

Top 3 Challenges or Improvement Areas are...

The 3rd Annual Contact Centers Philippine Summit Summit is designed to focus on the
challenges ahead of contact centres in the region, and how solution providers can help
increase the centres eciency and improve customer satisfaction.

47%

Gain a higher level of exposure with our far-reaching marketing and sales campaigns
through our omni-channel platforms. This will arguably place your organization as the
market leader and the go to company for solutions within the contact centers.

32%
Data
Analytics

Conrm your sponsorship now and depending on your current strategy in the market,
we can develop innovative packages that meet your specic needs:

1. Thought Leadership: showcase your

experiences and key dierentiators
Plenary speaking
Moderate a panel
Chair the conference
Interactive round
tables leader
Workshop

Demonstrating thought leadership

9388

Maintaining
service
quality and
achieving
customer
satisfaction
targets

Data Analytics

Standing out from vendor delegates

Securing a competitive advantage
Gaining business intelligence for
maximum client engagement

Fax:

+65

6720

3804

26%

Leveraging
technology
to meet
customers
increasing
expectations

53%

Customer Experience
Consultants

Positioning your company

brand front of mind

Contact us now at +65 6722 9388 or email sponsorship@iqpc.com.sg to discuss

how we can tailor your package to meet your business requirements.

6722

37%

Investment Priorities Over the Next 6 - 12 Months

Networking with key decisionmakers and inuencers

Premium meeting point

Standard meeting point
VIP breakfast
VIP private lunch
Cocktail partner
Private meetings

+65

Omnichannel
Support

Talent has always been the no.1 issue. Not surprisingly omni-channel, value-add services
and customer satisfaction are gaining top priority in line with demand from the customer.

Generating new, qualied leads

2. Networking: maintain existing

relationships and make new contacts

Phone:

Providing
more value
added
services to
customers

42%

Achieve your objectives of:

37%

Attracting
& retaining
the right
talent

47%

Contact Center Solutions

32%

Social Media

32%

Net Promoter Score

26%

Recruitment Process
Outsourcing

26%

Cloud

16%

Ergonomics/Telephony
Peripherals

16%

Email:

enquiry@iqpc.com.sg

Improving the customer experience

to strengthen loyalty is driving
investments in Data Analytics, CX
Consultancy, Social Media and NPS

www.contactcentersph.com

n Main conference:
15-16 June 2016

5 WAYS TO REGISTER

n Post conference workshops:

17 June 2016

+65 6722 9388

+65 6720 3804

n Venue:
New World Makati Hotel
Manila, Philippines

www.callcentersph.com

IQPCWorldwide Pte Ltd, 61 Robinson Road,

#14-01 Robinson Centre, Singapore 068893

Please complete in BLOCK CAPITALS as information is used to produce delegate badges.

Please photocopy for multiple bookings. Your priority registration code is printed below. Please quote it when registering.

EVENT CODE: 24258.003 PDFW

CONGRESS PACKAGES

EARLY BIRD PRICE

STANDARD PRICE

PAYMENT BEFORE
8 APRIL 2016

ALL PRICES SHOWN ARE IN US DOLLARS

PAYMENT AFTER
8 APRIL 2016

Conference + 3 add-ons: Workshop:

2,696 (SAVE 600)

2,896 (SAVE 400)

Conference + 2 add-ons: Workshop:

2,297 (SAVE 400)

2,497 (SAVE 200)

Conference + 1 add-ons: Workshop:

1,898 (SAVE 200)

2,098

1,299 (SAVE 200)

1,499

Conference Only
A

Dr.

Other
Surname:

Job Title:

Department:

Email Address:

Company:

Postcode:

OFFICE

MOBILE

Fax:

Approving Managers Name:

599

Email Address:

2,996 (SAVE 600)

3,196 (SAVE 400)

Conference + 2 add-ons: Workshop:

2,597 (SAVE 400)

2,797 (SAVE 200)

Conference + 1 add-ons: Workshop:

2,198 (SAVE 200)

2,398

1,599 (SAVE 200)

1,799

Conference Only
B

Ms.

First name:

Telephone:

Conference + 3 add-ons: Workshop:

Mrs.

Country:

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Address:

CAPTIVE CONTACT CENTERS PACKAGES

Add-on: Workshop:

DELEGATES REGISTRATION DETAILS

Title:

BOOK AND PAY BEFORE 8 APRIL 2016 AND SAVE UP TO $600 ON THE CONFERENCE PACKAGE!

enquiry@ssonetwork.com

Delegates
Signature:

DD / MM / YYYY

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payment terms.
If the invoice is to be addressed for the attention of a different person than the delegate, please complete the details below:

599

Date:

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Managers
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Discounts DO NOT apply to workshop(s)-only bookings

Registrations without immediate payment or credit card details will incur a processing fee of USD99 per delegate

First name:

Surname:

Email Address:

Telephone:

OFFICE

If you have not received an acknowledgement before the conference please call us on +65 6722 9388 to confirm your booking.

TEAM DISCOUNTS

PAYMENT METHOD

IQPC recognises the value of learning in teams. Group bookings at the same time from the same company receive these discounts:

I WISH TO PAY BY CHECK / BANK DRAFT: MADE PAYABLE TO IQPC WORLDWIDE PTE LTD

3 or more 7% 5 or more 10% 8 or more 15%

I WISH TO PAY BY CREDIT CARD: PLEASE DEBIT MY CREDIT CARD

Only one discount available per booking. Team discounts are not available in conjunction with another discount, and do not apply
to workshop(s) only bookings. Call us for a special discount rate for teams of 10 and above.

Card Type:

Visa

MasterCard

Card Number:

American Express

Expiry Date:

M M

Name Printed on the Card:

Signature:

Date:

DD / MM / YYYY

VENUE & ACCOMODATION

New World Makati Hotel
Esperanza Street corner Makati Avenue,
Ayala Center, Makati City 1228, Philippines
Tel: +63 2 811 6888 Fax: +63 2 811 6777
http://manila.newworldhotels.com/en/

Hotel accommodation and travel costs are not included in

the registration fee. A reduced corporate room rate has been
arranged at New World Makati Hotel for attendees at this
conference. To take advantage of this special rate, please process
the hotel room reservation form provided upon confirmation of
your attendance.

IQPC CANCELLATION, POSTPONEMENT AND

SUBSTITUTION POLICY
You may substitute delegates at any time by providing
reasonable advance notice to IQPC. For any
cancellations received in writing not less than
eight (8) days prior to the conference, you will
receive a 90% credit to be used at another IQPC
conference which must occur within one year
from the date of issuance of such credit. An
administration fee of 10% of the contract fee will
be retained by IQPC for all permitted cancellations.
No credit will be issued for any cancellations
occurring within seven (7) days (inclusive) of the
conference. In the event that IQPC postpones an
event for any reason and the delegate is unable or
unwilling to attend in on the rescheduled date, you
will receive a credit for 100% of the contract fee
paid. You may use this credit for another IQPC event
to be mutually agreed with IQPC, which must occur
within one year from the date of postponement.
Except as specified above, no credits will be issued
for cancellations. There are no refunds given under
any circumstances. IQPC is not responsible for
any loss or damage as a result of a substitution,
alteration or cancellation/postponement of an event.
IQPC shall assume no liability whatsoever in the
event this conference is cancelled, rescheduled or
postponed due to a fortuitous event, Act of God,
unforeseen occurrence or any other event that renders
performance of this conference impracticable, illegal
or impossible. For purposes of this clause, a fortuitous
event shall include, but not be limited to: war, fire, labor
strike, extreme weather or other emergency. Please
note that while speakers and topics were confirmed
at the time of publishing, circumstances beyond the
control of the organizers may necessitate substitutions,
alterations or cancellations of the speakers and/
or topics. As such, IQPC reserves the right to alter
or modify the advertised speakers and/or topics if
necessary without any liability to you whatsoever. Any
substitutions or alterations will be updated on our web
page as soon as possible.
DISCOUNTS:
All Early Bird Discounts require payment at time of
registration and before the cut-off date in order to
receive any discount. Any discounts offered whether
by IQPC (including team discounts) must also require
payment at the time of registration. All discount offers
cannot be combined with any other offer.
YOUR DETAILS:
Please email our Database Maintenance Department
at database@iqpc.com.sg and inform them of any
incorrect details which will be amended accordingly.
DATA PROTECTION:
Personal data is gathered in accordance with the Data
Protection Act 1984. Your data may be passed to other
companies who wish to communicate with you offers
related to your business activities. If you do not wish to
receive these offers, please tick the box below.
Please do not pass my information to any
third party.

PAYMENT TERMS
Registrations/orders received without immediate
payment or credit card details will incur a processing
fee of USD99 per delegate. Payment is due in full upon
receipt of invoice. Full payment prior to the event is
mandatory for attendance.

CONFERENCE DOCUMENTATION
BY DIRECT TRANSFER

Please quote 24258.003 with remittance advice

IQPC Bank Details: Account Name:

IQPC Worldwide Pte Ltd
Bank Number: 7232

Account Number:
260-085824-690
Swift Code:
HSBCSGSG

Bank Address:
The Hong Kong and Shanghai Banking Coporation, 21 Collyer Quay,

#08-01 HSBC Building, Singapore 049320

Correspondent Bank: HSBC Bank USA, New York

Swift Code for Correspondent Bank: MRMDUS33
All bank charges to be borne by the payer. Please ensure that IQPC receives the full invoiced amount.

I am registering as a delegate, please send me an extra set

of Conference Documentation with Audio CD with a USD100
discount: USD699.
I cannot attend the event, please send me the Conference
Documentation and Audio CD at USD799.
I cannot attend the event, please send me the Conference
Documentation only at USD549.

Orders without immediate payment or credit card details will

incur a processing fee of USD99 per delegate.
(N.B. Advance orders will determine whether or not this conference
will be recorded - Please enclose payment with your order.)
Any custom duties & taxes imposed on the shipment of order/s
shall be borne by the recipient.

IQPC WORLDWIDE PTE. LTD.

Company Registration No: 199702288Z

Copyright 2016 IQPC Worldwide Pte. Ltd. All rights

reserved. This brochure may not be copied, photocopied,
reproduced, translated, or converted to any electronic or
machine-readable form in whole or in part without prior
written approval of IQPC Worldwide Pte. Ltd