SINGAPORE, Jan. 18, 2012 (ANTARA/PRNewswire-Asia-AsiaNet) --
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 center at last year's Contact Centres Asia Summit. In his presentation, Liam also talked about reducing the transaction unit cost through a one point of contact and boosting productivity of staffs by streamlining workflows.
"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 ways 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.
"Most people think outsourcing is a quick way to reduce cost and enhance productivity. However, according to my point of view, it is not really true. It could very much be a false reflection in the books of accounts that fades away with an altogether different outcome," added De Soyza.
Sandra will be unveiling the truth about outsourcing contact centres and evaluating cost and productivity at the 3rd Annual Contact Centres Asia conference. Email enquiry@iqpc.com.sg or visit www.contactcentresasia.com for more details.
The 3rd Annual Contact Centres Asia will bring together brand new speakers from 10 countries giving participants a fresh perspective in service strategies. People joining the conference will also listen to more than 12 case studies addressing social media, new communication channels, KPIs and benchmarks and be able to take part in 7 networking sessions allocated to meeting more new peers.
For more information, please contact:
Bryan Camoens
IQPC Worldwide
Tel: +65-6722-9406
Email: bryan.camoens@iqpc.com.sg
SOURCE IQPC Worldwide
Editor: PR Wire
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