Malaysia 14 th CRM & Contact Centre Industry Award 2013

Transcription

1 Malaysia 14 th CRM & Contact Centre Industry Award 2013 Awards Briefing 5 th March 2013 (Tuesday) 1

2 0 Awards Briefing Time 8.30am 9.30am Agenda Arrival of participants, Registration Light refreshment Welcome Address 9.40am Briefing on Malaysia 14 th CRM & Contact Centre Industry Award am 11.15am Demo on online award nomination Thank you 2

3 1 Introduction Objectives: To identify, recognize and honor distinguished members of the Malaysian Customer Relationship Management and Contact Centre industry whom have with innovation, persistence and focus, taken customer service to new heights. To recognize best practices in the customer service and contact center industry with the aim of increasing customer service awareness, encourage customer centricity from Malaysian enterprises and customer service individuals and to establish Malaysia as a recognized leader in customer service and contact centres. 3

4 0 Agenda CCAM Awards Program Introduction Awards Categories Corporate Award Category Individual Award Category Prestige Award Category Awards Process Awards Nomination and Timeline 4

5 2 Awards Categories Corporate Award Category 5

6 2 Corporate Award Category Important Terms Definition Contact Centre: A centre where the predominance of the work done involves handling customer interactions via telephone, and/or web chat. These could be helpdesks, tele-marketing centres, or service and support centres. Seats: The physical locations with telephones and/or desktops. Agents: These are the customer service representatives who are handling the customer interactions in the contact centre. 6

7 2 Corporate Award Category Guiding Principles Category In-House Contact Centre Outsource Contact Centre Inbound Outbound Guiding Principles The contact centre is a wholly owned subsidiary of a company or corporation and does not do work for other clients. The contact centre is a separate entity to the company or corporation it s agent represent. Also, includes co-sourced call centres. Contact centre whose primary activity is of inbound nature and such contributes at least XXX% of revenue Contact centre whose primary activity is of outbound nature and such contributes at least XXX% of revenue 7

8 2 Corporate Awards Categories CC < 100 Agents CC < 100 Agents Inbound Inbound CC > 100 Agents CC > 100 Agents In-House Outsource CC < 100 Agents CC < 100 Agents Outbound Outbound CC > 100 Agents CC > 100 Agents 1) Best In-House Inbound Contact Centre (under 100 seats) 2) Best In-House Inbound Contact Centre (above 100 seats) 3) Best In-House Outbound Contact Centre (under 100 seats) 4) Best In-House Outbound Contact Centre (above 100 seats) 1) Best Outsource Inbound Contact Centre (under 100 seats) 2) Best Outsource Inbound Contact Centre (above 100 seats) 3) Best Outsource Outbound Contact Centre (under 100 seats) 4) Best Outsource Outbound Contact Centre (above 100 seats) 8

9 1 to 5 Corporate Award Category Best Contact Centre Definition Nomination Guidelines Measuring Criteria This award will be conferred to the contact centre that has demonstrated best in class process, resource management and implemented strategies that is centric to needs of customer and clients. Choice of submitting either in the category of <100 seats or >100 seats Should be current member of CCAM Inbound and Outbound to decided by major activity (80% as a thumb rule) HR Process Adopting and managing technology Effectiveness of client centric approach and process Effectiveness of customer centric approach and process Adhere and continuous improvement in service quality 9

10 2 Awards Categories Corporate Award Category One submission by company 10

11 6 Corporate Award Category Best New Comer Contact Centre (open) Definition Nomination Guidelines Measuring Criteria This award will be conferred to the contact centre that has demonstrated best in class process, resource management and implemented strategies that is centric to needs of customer and clients. Open category that is open to all contact centre that has been in operation for less than 24 months Should be current member of CCAM HR Process Adopting and managing technology Effectiveness of client centric approach and process Effectiveness of customer centric approach and process Adhere and continuous improvement in service quality 11

12 7 Corporate Award Category CRM Programme Implementation Contact Centre (open) Definition Nomination Guidelines Measuring Criteria Will be presented to the contact centre that has deployed CRM program that have led to significant improvements in customer satisfaction/ revenues for the organization or product line. Open category that is open to all contact centre irrespective of the size and nature of business Should be current member of CCAM CRM programme approach/methodology and business alignment CRM Vision and Implementation CRM Program Performance Measurement and overall impact on the business, internal and external stake holders 12

13 8 Corporate Award Category Video Contact Centre (open) Definition Nomination Guidelines Measuring Criteria Will be presented to the contact centre that has created best video on their contact center bring out the important and unique points for their organization. Open category that is open to all contact centre irrespective of the size and nature of business Should be current member of CCAM The video must be produced in-house by the contact centre team and other relevant departments within the same organization. Uniqueness of the contact centre to retain and attract new business Coverage about the organization and contact centre operation Clarity and effective messaging Creativity in preparing the video Use of special effects to highlight points 13

14 9 Corporate Award Category Technology Innovation Contact Centre (open) Definition Nomination Guidelines Measuring Criteria Presented to the centre that present the most effective/innovative use of call centre technology in order to enhance the overall customer experience, increase agent efficiency, and improve conditions for the workforce. Open category that is open to all contact centre irrespective of the size and nature of business Should be current member of CCAM Effectiveness of technology deployed in meeting business objective Adoption of new technology/technology innovation Impact of technology innovation on customers, agent and organization 14

15 10 Corporate Award Category People Contact Centre (open) Definition Nomination Guidelines Measuring Criteria This award will be conferred to contact centre who has a well established HR /training team and has demonstrated excellence by controlling attrition rate, providing effective training to new and existing agent and has a process in place to proactively manage the agents within the contact centre environment. Open category that is open to all contact centre irrespective of the size and nature of business Should be current member of CCAM Human effectiveness resources Agent attrition rate and step taken to control the attrition rate Care for employees in terms process and technology Quality and Quantity of Training imparted 15

16 11 Corporate Award Category Process Excellence Contact Centre (open) Definition Nomination Guidelines Measuring Criteria Will be presented to the center that leveraged well defined and/or implemented processes and has effective process management to realize deliver on it s strategy on the basis of the vision and goals defined by the leadership. Open category that is open to all contact centre irrespective of the size and nature of business Should be current member of CCAM Overall process pertaining to the business Process Management Approach and Certification Process to observe and evaluate performance Impact of Process Management (benchmarking and KPIs) 16

17 12 Corporate Award Category Most Green Contact Centre (open) Definition Nomination Guidelines Measuring Criteria Presented to the contact centre with the best usage of Green Technologies geared towards environmental sustainability. We intend to measure contact centre on parameters such as implementation of energy & power saving technologies in the operations of a contact centre and adoption of green building practices that provide both savings as well as conserve the environment Open category that is open to all contact centre irrespective of the size and nature of business Should be current member of CCAM Energy Savings by adopting latest equipment TCO Adoption of Green building practices such as Energy efficient lighting, Waste disposal, Transportation allowances, Recycled water and Others 17

18 13 Corporate Award Category Social Media Programme Contact Centre (open) Definition Nomination Guidelines Measuring Criteria Will be presented to the contact centre that has well established social media program for customer contact. Apart from coverage of various social media channel, the effective usage of deployed social media will also be measured. Open category that is open to all contact centre irrespective of the size and nature of business Should be current member of CCAM Breadth and depth of social media channels Interacting through social media channels, Agent skill in Social media Social media guideline program for agent Performance metrics for Social Channels vs. Voice & IVR 18

19 14 Corporate Award Category Most Creative Contact Centre (open) Definition Nomination Guidelines Measuring Criteria This award will be conferred to the contact centres, who have implemented process or technology uniquely to build cost competitiveness or enhance productivity. Open category that is open to all contact centre irrespective of the size and nature of business Should be current member of CCAM How creative or innovative the process or technology in comparison with standard CC process or technology should produce benefits that comply with the business objectives of CC Should prove to be beneficial to agents and/ or organization 19

20 Awards Categories Individual Award Category 20

21 2 Individual Award Category Best Contact Centre Manager-Operations Best Contact Centre Manager-Non-Operations Definition Qualifying Criteria This award will be conferred to the contact centre managers, who in this capacity for at least 12 months from 1 st January 2012 to 31 st March The job titles may include Call Centre Manager, Operations Manager, Customer Service Manager, Service Centre Manager or similar Maximum of 5 submissions per contact center regardless of projects For under 100 seats, the Manager may have agents reporting directly in case there are no team leaders For over 100 seats, the Manager should have team leaders or supervisors reporting to him/her, not agents Should be current member of CCAM 21

22 2 Individual Award Category Best Contact Centre Team Leader-Operations Best Contact Centre Team Leader-Non- Operations Definition Qualifying Criteria This award will be conferred to the contact centre team leaders, who in this capacity for at least 12 months from 1 st January 2012 to 31 st March The under / over 100 seats rule does not apply as this category is open The Team Leader or Supervisor has agents directly reporting to him/her, NOT other Supervisors Should be current member of CCAM 22

23 2 Individual Award Category Best Contact Centre Telemarketer Definition Qualifying Criteria This award will be conferred to the contact centre telemarketers, who in this capacity for at least 12 months from 1 st January 2012 to 31 st March The job titles may include Sales Representative, Customer Service Officer, Telemarketer, Agent or similar titles The under / over 100 seats rule does not apply as this category is open The Telemarketers should primarily deal with outbound telemarketing activity including telesales or marketing campaigns Should be current member of CCAM 23

24 2 Individual Award Category Best Head Contact Centre Definition Qualifying Criteria This award will be conferred to the contact centre heads, who in this capacity for at least 12 months from 1 st January 2012 to 31 st March The job titles may include Head of Call / Contact Centre, Vice President, General Manager, or similar titles Only 1 submission per contact center regardless of projects The under / over 100 seats rule does not apply as this category is open The Head of Call / Contact Centres should have Call / Contact Centre managers reporting to him/her, not team leaders or supervisors Should be current member of CCAM 24

25 2 Awards Categories Awards Structure for Individual Award Category 25

26 2 Individual Award Category Award Structure Individual Awards 1 st Place 2 nd Place 3 rd Place 26

27 2 Best of the Best Contact Centre (under / over 100 seats) Qualifying Criteria Regardless of Outsourcing Contact Centre, In-house Contact Centre or Outbound Contact Centre nature, the candidate will fall under either under 100 seats or over 100 seats Scores will be added from both Corporate Award and Individual Award categories Should be current member of CCAM 27

28 2 Best of the Best Contact Centre (under / over 100 seats) Sample of scoring sheet for company A: Corporate Award Score (e.g.) Quantity Total scores 1 st Place from each category nd Place from each category rd Place from each category Individual Award 1 st Place from each category nd Place from each category rd Place from each category Grand total score:

29 Awards Categories Prestige Award Category 29

30 2 Prestige Award Category Corporate Social Responsibility Qualifying Criteria The Call / Contact Centres have demonstrated actions of charity, community support or philanthropic activities in order to help and leave an impact on community and social development The Call / Contact Centres of the company should have been involved in these activities Period of assessment is from the 1 st January 2012 to 31 st March 2013 Should be current member of CCAM 30

31 2 Prestige Award Category Industry Professional Development Achievement Qualifying Criteria The Candidate who has had an impact on the success and development of the Malaysian CRM & Contact Centre industry The Candidate should have been in this capacity with minimum of 10 years experience in Malaysia CRM & Contact Centre industry NO self-nomination. The Candidate must be nominated by any member of CCAM 31

32 2 Awards Categories Awards Structure for Prestige Award Category 32

33 2 Prestige Award Category Award Structure Prestige Awards 1 st Place 2 nd Place 3 rd Place 33

34 3 Awards Process Overall Awards Process 34

35 3 Awards Process Stage 1 Launch Nomination Forms Stage 2 - Review Desktop Review of Forms Stage 3 - Judge Site Visits / Interviews Stage 4 - Present Awards Night/Gala Dinner 35

36 3 Awards Process Stage 1 - Launch Enter nomination form Complete template for nominations Await response Stage 2 - Review Review of all applications Shortlisting by each category Notify shortlisted candidate 36

37 3 Awards Process Stage 3 - Final round Detailed evaluation of shortlisted candidate PowerPoint Presentation, Site Visits and Interviews Select Winners Stage 4 - Present Gala dinner and Awards Presentation Night Post Awards Briefing 37

38 3 Awards Process - Organization of Judges Core Team of Judges External Judges (Local and International) (Different Industry Backgrounds for the External Judges (preferably from Banking, Telecom, Outsourcing, Govt./Utility) Audit Negara as Independent Evaluator Stage 2: Short-Listing of Participants Judges submit the participant scoring Audit Negara aggregates the scores Shortlisted candidate will be notified 38

39 3 Awards Process - Role of Judges Stage 3: Final Round Judging with Site Visits External Judging Team split into 2 teams (Team A and Team B) Team A visits the shortlisted candidate of Corporate Award while Team B interviews the finalists of Individual Award For Corporate Category, during the site-visit, company will be given a maximum of 30 minutes for presentation including Q&A. Judges will proceed to visit the call floor 39

40 3 Awards Process - Role of Judges Stage 3: Final Round Judging with Site Visits For Individual Award category, finalists will be given a maximum of 15 minutes for presentation including the Q&A in CCAM Secretariat Core Team deliberates on the different categories. Audit Negara facilitates the discussions and scoring based on defined metrics and measurements 40

41 4 Awards Nomination Nomination Process 41

42 4 Awards Nomination and Submission Submit completed entry form form with fee (by 26 th March 2013) Entry Fee Notification from CCAM Secretariat RM 1000 per entry for Corporate Awards RM 350 per entry for Individual Awards 42 Complete template for your category Submit template & supporting documentation before deadline (26 th April 2013) RM 1000 per entry for Prestige Awards-Corporate Social Responsibility Award only Entry Format For individual award categories, submit a photo in digital format, profile in max 800 characters and organization chart. For corporate award categories, submit your corporate logo, group photo and company profile in max 800 characters and organization chart.

43 4 Awards Submission Individual Award category (JPEG format, above 300dpi) - example 43

44 4 Award Submission Corporate Award category (JPEG format, above 300dpi) example of group photo 44

45 5 Awards Timeline High Level Timeline 45

46 5 Awards Timeline Date (wef 05 March 2013) Activity 18 th February 2013 Official Invitation 5 th March 2013 Pre-Awards Briefing 6 th March 2013 Nomination begins 26 th March 2013 Nomination ends 25 th April 2013 Template submission begins 23 rd May 2013 Template submission ends 25 th May 2013 Desktop judging begins 21 st June 2013 Desktop judging ends 25 th June 2013 Announce results of desktop judging & judging timetable 27 th June 2013 Announce judging timetable (buffer) 8 th Jul to 30 th Jul 2013 Face-to-face judging (Individual Award category) 17 th to 21 st September th Aug to 15 th September 2013 Assessment for Individual category Face-to-face judging (Corporate Award category) 12 th October 2013 Awards are presented 46 at the 14 th CCAM Awards & Gala Dinner 28 th November 2013 Post Awards Briefing

47 Thank You CCAM Secretariat