Middle East Call Centre Awards 2016
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- Bruce Phillips
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2 Recognition Corporate & Individual Not everyone wins! Solid, transparent judging model Opportunity Public Relations & Marketing Personal development Team motivation Results Performance & process analytics Awards night Retention/Sales/Brand Career progression
3 Operations awards Title awards Middle East Call Centre Awards Individual Captive Call Centre Helpdesk Outsource Svc Provider Customer Experience Mngmt Talent & Creativity Innovation Areas of expertise INSIGHTS FLAG awards INSIGHTS Certification CALL CENTRE
4 INSIGHTS FLAGS Site certification awards INSIGHTS flags interaction audits Personal certification Interaction certification CIAC certification CALL CENTRE
5 Awarded to call centres that exhibit outstanding innovation in areas not otherwise defined in the awards categories
6 music video award comedy video award music composition award essay award photography award art award (All submissions must have Call Centre, Helpdesk, OSP theme)
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8 PEOPLE Best recruitment program Best career / skill path Best employee motivation & retention program Best rewards & incentives program Best facilities Best QA program PROCESS Best IVR Process Best FCR program Best escalation management process Best Customer Care & Big Data initiative
9 TECHNOLOGY Best Technology platform Best Management Information Best internally developed application Best CRM analytics Best Omni-channel implementation Best speech analytics implementation RELATIONSHIPS Best customer retention program Best VOC program (S, M, L)
10 SALES Best lead generation program Best sales program Best service to sales program Best customer winback program SERVICE & SUPPORT Best service assurance program Best (audited) CSAT Best Contact Centre Social Media implementation
11 PEOPLE Best recruitment program Best career / skill path Best motivation & retention Best rewards & incentives Best facilities Best QA program PROCESS Best IVR Process Best FCR program Best escalation management Best Customer care & Big data TECHNOLOGY Best Technology platform Best Management Information Best internally developed app. Best CRM analytics Best Omni-channel implementation Best speech analytics implementation RELATIONSHIPS Best customer retention Best VOC program SALES Best lead generation program Best sales program Best service to sales program Best customer winback program SERVICE & SUPPORT Best service assurance program Best (audited) CSAT Best Contact Centre Social Media implementation
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13 Call Centre of the year (strategically aligned) Best Call Centre (S, M, L) Best New Call Centre Best Government Call Centre (subdivided) Best industry Call Centre (subdivided)
14 Helpdesk of the year Best Helpdesk (S&L) Best New Helpdesk Best Government Helpdesk
15 OSP of the year (Industry ambassador) Best OSP (S, M, L) Best new OSP OSP account longevity OSP reporting
16 Call Centre Manager of the Year (S & L) Helpdesk Manager of the Year (S & L) OSP Account Manager of the year
17 Judges analysis Supporting documentation Awards entry form Middle East Call Centre Awards Award submissions Disqualified INSIGHTS International Judging panel INSIGHTS Executive Council Not Nominated Nominees (max 6) Finalists (max 3) Selected site visits Award Winner
18 Disqualification All disqualifications are FINAL False representation Plagiarism (incl. failure to notate sources) Insufficient supporting exhibits Inadequately filled application Not nominated Lack of business strategy Failure to provide understandable strategic model Lack of competence in any area Higher performing participants Conflicting claims in submission
19 New qualification rules As in previous years, participants can enter as many award categories as they wish and they may win multiple awards. HOWEVER, for the TITLE awards, participants will not be nominated in a category that they won in the previous year s awards program Judging criteria This competition is organised by INSIGHTS and is judged within INSIGHTS models and standards. The competition is not judged based upon the achievement of mere statistics. It is judged on the basis of brand-strategy aligned business results
20 Middle East Call Centre Awards
21 Middle East Call Centre Awards
22 VALUE Dimension Brand Values Customer Values Experiential values Cultural values 22
23 23 Strategic operational congruence
24 24 Strategic operational congruence
25 Competitive Strategies Quality Leader Cost Leader Differentiator Prospector Defender Focus 25
26 Evolution time line Evolution 85% COST LEADER PROSPECTOR QUALITY LEADER FOCUS DIFFERENTIATOR DEFENDER 45% 0% Effective Efficient Expansion Experiential Extensive Effectiveness Efficiency Emotion CEM VOC consultant Don t do more than you need! 26
27 Value Return model Minimal ROI COST CENTRE Peak Profit Loyalty/ profit VALUE / PROFIT CENTRE Max Value Return Future sustainability Transition Operation Expansion Experiential Expansive Yr Yr Effectiveness Efficiency Emotion CEM VOC consultant Yr Cost Leader Quality Leader Prospector Differentiator Focus Defender 27
28 $$$ Development $$$ Minimal ROI Peak Profit Loyalty/ profit Max Value Return Future sustainability Effective Efficient Expansion Experiential Extensive Effectiveness Efficiency Emotion CEM VOC consultant VALUE CENTER OR PROFIT CENTRE 28
29 Public Services Strategies Revenue Utilities Essential purchase Lifestyle Opt-in purchase Monopoly Opt-in purchase (profit) Enforcement Grudge purchase Tax, fines No Revenue Critical Health/ICT HD Value No revenue high value (Tourism / DII) Support No revenue no value Advice bureaus 29
30 Value Public Service Strategies Revenue Critical Monopoly L/Style Value Utils Support Enforcement 30
31 Public Service Evolution 85% 45% 0% Enforcement (Hi SL) Support Monopoly Utilities Critical Lifestyle Value Effective Efficient Expansion Experiential Extensive Effectiveness Efficiency Emotion CEM VOC consultant 31 31
32 Strategic Evolution Expansive Extensive Extensive 32 Maximise value & maintain loyalty Make quick gains and evolve fast Ensure loyalty in the focus group Maximise intelligence and brand value
33 Evolutionary Reporting Expansive Extensive 33
34 Recommended resources READ, STUDY, INVESTIGATE DON T GUESS! Allow sufficient time & resources for completion of submission Recommended reading Call Centre Management on Fast Forward Brad Cleveland / Julia Mayben Priceless Diane La Salle Competitive Advantage Michael Porter Organizational strategy, structure and process Robert Miles / Charles Snow Blue Ocean Strategy Chan Kim/Renee Mauborgne
35 READ, STUDY, INVESTIGATE DON T GUESS! Allow sufficient time & resources for completion of submission Recommended training INSIGHTS Customer Experience Management essentials (CEM) Interaction Quality Assurance (iqa) Planning and Operations (POS_ Train the call centre trainer (TTT) Monitoring and Coaching (MNC)
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