13 th Annual CRM & Contact Centre Awards Awards Briefing 12 th June 2012 (Tuesday) 1
0 Agenda CCAM Awards Program Introduction Awards Categories Corporate Award Category Individual Award Category Prestige Award Category Awards Process Awards Nomination and Timeline 2
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
2 Awards Categories Corporate Award Category BOUNDED CATEGORY 4
2 Awards Categories CCAM Awards Corporate Awards Individual Awards Prestige Awards Best In-House Inbound Contact Centre (Under & Over 100 seats) Best Outsourced Inbound Contact Centre (Under & Over 100 seats) Best In-House Outbound Contact Centre (Under & Over 100 seats) Best Outsourced Outbound Contact Centre (Under & Over 100 seats) Best CRM Programme Implementation Awards (Open) Best Video for Contact Centre (Open) Best New-Comer (Open) Best Innovative Technology Award (open) Best Human Resources Award (Open) Best Process Excellence Award (Open) Best Green Contact Centre Award (Open) Best Social Medial for Contact Centre (Open) The Most Creative Contact Centre (Open) Best Contact Centre Manager (over and under 100 seats) Best Contact Centre Supporting Professional (over and under 100 seats) Best Contact Centre Team Leader (open category) Best Contact Centre Professional (over and under 100 seats) Best Tele-marketer (open category) Corporate Social Responsibility Award Career Achievement Award Best of the Best Contact Centre Above 100 seats Best of the Best Contact Centre Below 100 seats 5
2 Corporate Categories Important Terms Definition Contact Centre: A centre where the predominance of the work done involves handling customer interactions via telephone, email 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
2 Guiding Principle Corporate Categories 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
2 Corporate Awards Bounded Category 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
1 to 5 Best Contact Centre Corporate Award Categories 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. Submission by program limited to 2 submission per vertical 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
2 Awards Categories Corporate Award Category OPEN CATEGORY One submission by company 10
6 Best New Comer Contact Centre Corporate Award Category 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. 1 Submission per contact centre Open category that is open to all contact centre that has been in operation for less than 24 months No limit on number of participants 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
7 Best CRM Program Implementation Corporate Award Category 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. 1 Submission per contact centre Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants 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
8 Best Video Contact Centre Corporate Award Category 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. 1 Submission per contact centre Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants 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
9 Best Technology Innovation Contact Centre Corporate Award Category 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. 1 Submission per contact centre Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants 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
10 Best People Contact Centre Corporate Award Category 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. 1 Submission per contact centre Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants 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
11 Best Process Excellence Corporate Award Category 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. 1 Submission per contact centre Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants 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
12 Best Green Contact Centre Corporate Award Category 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 1 Submission per contact centre Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants 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
13 Best Social Media Program Implementation in Contact Centre Corporate Award Category 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. 1 Submission per contact centre Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants 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
14 Most Creative Contact Centre Corporate Award Category 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. 1 Submission per contact centre Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants 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
2 Awards Categories Awards Structure for Corporate Award Category 20
3 Corporate Award Category CCAM Awards Structure for Corporate Award Categories Corporate Awards 1 st Place 2 nd Place 3 rd Place Awards by Industry Type 1 2 3 Telecommunication BFSI (includes Banks and Insurance firms) Utilities/Oil and Gas Government Services / Hotel 85 % - 100 % GOLD 75 % - 84 % Silver 65 % - 74 % Bronze Excellence awards Awards (open category) Technology Human Resource Processes Green Technology carbon footprint 21
4 Corporate Award Categories CCAM Awards Structure for Corporate Categories Corporate Categories Brief Description Awards for Corporate Category 1. 1 st Place, 2 nd Place and 3 rd Place will be awarded for each corporate category 2. However there maybe more or less winners for each category depending on the score results Recognitions and Awards by Industry Type 1. Recognitions and awards (1 st Place, 2 nd Place and 3 rd Place) will be given achievers by their respective industries 2. However there maybe more or less winners for each industry depending on the results and the number of finalists Excellence Awards 1. Finalist from their respective industries will be awarded Gold Service Centre, Silver Service Centre and Bronze Service Centre based on their scores provided it reaches the award s standard. 2. A tier system will be implemented (e.g if the score fall between 65% - 74%, they will be recognized as Bronze winners and if they score between 85% - 100%, they will be recognized as Gold winners.) 3. There are no limits on companies being recognized in each provided their score falls within the tier system provision. Awards (open category) 1. Recognition and awards (Gold, Silver and Bronze) will be awarded to these categories. 2. Participants will need to submit evidence and justification as to why they should be awarded as one of the winners 22
Awards Categories Individual Award Category 23
2 Best Contact Centre Manager (under / over 100 seats) Individual Award Category Definition Qualifying Criteria This award will be conferred to the contact centre managers, who in this capacity for at least 12 months between 1 st January 2011 to 1 st June 2012 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 24
2 Best Contact Centre Professional (under / over 100 seats) Individual Award Category Definition Qualifying Criteria This award will be conferred to the contact centre professionals, who in this capacity for at least 12 months between 1 st January 2011 to 1 st June 2012 The job titles may include Customer Representative, Customer Service Officer, Helpdesk Analyst, Agent or similar titles Maximum of 10 submissions per contact center regardless of projects The Contact Centre Professionals should primarily deal with handling customer interactions Should be current member of CCAM 25
2 Best Contact Centre Support Professional (under / over 100 seats) Individual Award Category Workforce / Quality Assurance Definition Qualifying Criteria This award will be conferred to the contact centre support professionals, who in this capacity for at least 12 months between 1 st January 2011 to 1 st June 2012 The job titles may include Workforce Planners, Quality Assurance Officers, or similar titles Maximum of 10 submissions per contact center regardless of projects The Contact Centre Support Professionals-Workforce/QA should primarily deal with operations of the Call / Contact Centre, however they DO NOT engage in the handling of actual customer interactions This planning support function encompasses job roles which interact directly with the frontline agents Should be current member of CCAM 26
2 Best Contact Centre Support Professional (under / over 100 seats) Individual Award Category MIS / IT Definition Qualifying Criteria This award will be conferred to the contact centre support professionals, who in this capacity for at least 12 months between 1 st January 2011 to 1 st June 2012 The job titles may include Business Analysts, MIS Officers, or similar titles Maximum of 10 submissions per contact center regardless of projects The Contact Centre Support Professionals-MIS / IT should primarily deal with operations of the Call / Contact Centre, however they DO NOT engage in the handling of actual customer interactions Should be current member of CCAM 27
2 Best Contact Centre Support Professional (under / over 100 seats) Individual Award Category Training / Human Resources Definition Qualifying Criteria This award will be conferred to the contact centre support professionals, who in this capacity for at least 12 months between 1 st January 2011 to 1 st June 2012 The job titles may include Hurman Resource Officers, Trainers, or similar titles Maximum of 10 submissions per contact center regardless of projects The Contact Centre Support Professionals-Training/HR should primarily deal with operations of the Call / Contact Centre, however they DO NOT engage in the handling of actual customer interactions This planning support function encompasses job roles which interact directly with the frontline agents Should be current member of CCAM 28
2 Best Contact Centre Team Leader (open) Individual Award Category Definition Qualifying Criteria This award will be conferred to the contact centre team leaders, who in this capacity for at least 12 months between 1 st January 2011 to 1 st June 2012 Maximum of 5 submissions per contact center regardless of projects 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 29
2 Best Contact Centre Telemarketer (open) Individual Award Category Definition Qualifying Criteria This award will be conferred to the contact centre telemarketers, who in this capacity for at least 12 months between 1 st January 2011 to 1 st June 2012 The job titles may include Sales Representative, Customer Service Officer, Telemarketer, Agent or similar titles Maximum of 10 submissions per contact center regardless of projects 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 30
2 Best Head of Contact Centre (open) Individual Award Category Definition Qualifying Criteria This award will be conferred to the contact centre heads, who in this capacity for at least 12 months between 1 st January 2011 to 1 st June 2012 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 31
2 Awards Categories Awards Structure for Individual Award Category 32
2 Individual Award Category CCAM Awards Structure for Individual Award Categories Individual Awards 1 st Place 2 nd Place 3 rd Place 33
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 34
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 10 5 50 2 nd Place from each category 8 1 8 3 rd Place from each category 6 2 12 Individual Award 1 st Place from each category 5 5 25 2 nd Place from each category 3 2 6 3 rd Place from each category 1 5 5 Grand total score: 110 35
Awards Categories Prestige Award Category 36
2 Corporate Social Responsibility Award Prestige Award Category 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 2011 to 1 st June 2012 Should be current member of CCAM 37
2 Industry Professional Development Achievement Award Prestige Award Category 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 38
2 Awards Categories Awards Structure for Prestige Award Category 39
2 Prestige Award Category CCAM Awards Structure for Prestige Award Categories Prestige Awards 1 st Place 2 nd Place 3 rd Place 40
3 Awards Process Overall Awards Process 41
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 42
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 43
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 44
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) APCCAL as Independent Evaluator Stage 2: Short-Listing of Participants Judges submit the participant scoring APCCAL aggregates the scores Shortlisted candidate will be notified 45
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 46
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. APCCAL facilitates the discussions and scoring based on defined metrics and measurements 47
3 Awards Process Judging Flowchart Awards Briefing Send qualified participant forms to Judges for scoring Calls Evaluation for Corporate Awards (bounded) Start Nominations Run Qualification Criteria Collate scores and picks on the top 4-6 for next round Metrics (qualitative and quantitative) for evaluation Core Team review discussions on each category Finalists selected based on qualification criteria Core Team visits finalists for interviews and discussions Corporate Awards Individual Awards Prestige Awards Identify best practice for each category CCAM Awards Night Stage 1: Launch Awards Stage 2: Review 48 Stage 3: Judge Stage 4: Present
4 Awards Nomination Nomination Process 49
4 Awards Nomination Submit completed entry form form with fee (by 22 nd June 2012) Email Notification from CCAM Secretariat Complete template for your category Submit template & supporting documentation before deadline (27 th June 2012 Entry Fee RM 700 per entry for Corporate Awards RM 200 per entry for Individual Awards RM 250 per entry for Prestige Awards-Corporate Social Responsibility Award only Entry Format Submit completed template and support documents with 5 sets of hard copy and 3 sets of CD/DVD-ROM For individual award categories, submit a photo in digital format and your profile in max 100 words (refer to next slide for example) For corporate award categories, submit your corporate logo, group photo and your company profile in max 300 words (refer to next slide for example) 50
4 Awards Nomination Individual Award category (JPEG format, above 300dpi) - example 51
4 Awards Nomination Corporate Award category (JPEG format, above 300dpi) example of group photo 52
5 Awards Timeline High Level Timeline 53
5 Awards Timeline Date Activity 6 th June 2012 Official Invitation 12 th June 2012 Pre-Awards Briefing 13 th June 2012 Nomination Forms Available Evaluation templates will be provided to all entrants who have submitted nomination forms and payment 22 nd June 2012 Deadline for nomination forms and payment submitted to CCAM 27 th June 2012 Deadline for submission of completed templates 9 th July 2012 Round one judging begins (desktop review) 25 th July 2012 Round one judging ends (desktop review) 13 th & 14 th August 2012 Announce results of Round one to Participants 3 rd to 21 st September 2012 Final round judging begins 21 st September 2012 Final round judging ends October 2012 October 2012 Awards are presented during the CCAM Awards & Gala Dinner Post Awards Briefing 54
Thank You CCAM Secretariat Mr Chan Fook Yee or Ms Lily Lim 03-7803 5580 ccam_secretariat@ccam.com.my lily@ccam.com.my 55