Increasing the profitability of contact centres through new communication channels and upselling

Liam Ward, Senior Manager, Business Transformation for ING Life Japan, gave his take on increasing “First Point Resolution” through integrating administration processes into the contact centre at last year’s Contact Centres Asia Summit . Check out this amazing presentation in which Liam also talked about reducing the transaction unit cost through a one point of contact and boosting productivity of your staffs by streamlining your workflows.

Download Creating a 360°Contact Centre through the Integration of Other Service Touch Points

Contrary to popular belief outsourcing is not a quick fix for a cost reduction, explains Sandra De Soyza, Group Chief Customer Officer, for Dialog Telekom.

“Outsourcing is not a quick fix for a cost reduction, Outsourcing is always a strategic long term decision, Productivity enhancements and cost reductions are outcomes of the Expertise that is brought in as a core competence from the outsourced services provider, by way of a model, a structure, a strong knowledge bank as well as the intent of being in the business that everyone wants to shelve off,” she said.

Find out what else Sandra has to say about outsourcing contact centres and evaluating cost and productivity

Using the contact centre to boost agility

Be one of the few profitable contact centres in Asia by attending the 3rd Annual Contact Centres Asia conference. This is the only meeting where award winning organisations will showcase their successful service strategies and outline road maps towards delighting customers whilst minimising costs and creating revenue.

Seize the opportunity to ramp up profits via contact centre operations through:

• Effective deployment of social media to improve interaction and reduce cost per person
• Transform contact centre response process from reactive to proactive through new communication channels
• Improve customer satisfaction with advanced KPIs
• Upsell and cross sell effectively to generate revenues and profits
• Dealing with difficult conversations and irate customers

Audience Profile

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What others are saying about our biomanufacturing event:

"I learned a lot about customer experience, touch points and being customer centric, and how contact centres play a part in this"

Group Manager – Customer Services, SWIRE BEVERAGES

“Good change to get information on call centre successful cases from all over the world”

Senior Strategy Analyst, BANK of CHINA

“Valuable insights given – useful and informative” Executive Officer, DST Com

“Strategic thinking of how to run our business”

Head of Investment Trading Services, BANK of CHINA

“Excellent opportunity to see insights into trends and global strategy items; very good networking opportunities”

Service Operations Manager, TRUSTPOWER

“it was an informative event”

Director, Corporate Business Sector, MOBICOM CORPORATION

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