Archives: Events

From cyber attacks to cyclones, from pandemics to product recalls, there are a hundred reasons why contact centres need to be able to respond rapidly to surges in demand. At this event, we’ll cover:

• Strategies for blitz recruitment, including a case study from Super Retail Group
• How technology can help
• Planning for the unplanned.

There’ll be ample time for Q&A.  Attendees receive:

⭐️  Lunch delivered to your door - alternatively a $50 lunch voucher OR $50 charity donation

⭐️  Champagne prize for best audience question.

Who can attend: leaders responsible for customer service, contact centre, operations and HR at medium to large organisations. 

Email sharon@matchboard.com.au to request an invitation. Places are strictly limited.

Matchboard offers a referral partner program, whereby anyone can sign up to receive 25% of our revenues for a referral. And it doesn't end there: we're announcing some new benefits, so join us at our relaunch event to be among the first to find out more!

Matchboard accepts referrals for a vast range of services and solutions, as diverse as contact centre and back office outsourcing; customer experience and procurement consulting; training; digital marketing; knowledge management, voice AI and digital adoption sotware...and so much more!

So if you hear of someone looking for a service or solution, you can help them out (and monetise the opportunity) with a simple referral to Matchboard!

Note: there is no requirement to be an existing referral partner to attend this event. 

This event is in the past but a recording is available. Inquire about our Referral Program: sharon@matchboard.com.au 

Making your Contact Centre and Back Office Outsourcing a Success in 2023

This half-day in-person event is designed for leaders at organisations outsourcing, or looking to outsource, contact centre or back office activity.

Places are limited to 15 executives per location - the event will be repeated in Sydney and Melbourne. Lunch is included.

Please note BPOs, consultants and vendors are not able to register, allowing for an open discussion in a vendor-free environment.

Presenters 

Tim Evans

For over a decade, Tim has led large scale BPO operations for Optus and EnergyAustralia, across the gamut of customer service, sales, credit and back office. From supplier selection and negotiation to transition and performance management, Tim is one of Australia's most astute and experienced BPO leaders.

Sharon Melamed

With over 20 years’ experience in the BPO world, Sharon has helped hundreds of clients set up and manage outsourced customer service, sales and back office functions, across four continents. She is the Founder of Matchboard, the world’s leading matching platform specialising in outsourcing.

Agenda

Welcome and Introductions

How has COVID changed the outsourcing landscape?
• Demand up
• Workforce shortage
• Inflation causing cost pressures
• Location review and reset
• WFH/hybrid

Pricing models
• FTE, output or outcome based
• WFH differential

Operating models
• Traditional managed service outsourcing
• Staff leasing / co-sourcing
• Less common: DBOT, Captive, JV

Location options – strengths/weaknesses, cost differences
• Onshore, near-shore, offshore
• Mainstream offshore: Philippines, India
• Challenger offshore: Fiji, South Africa, Sri Lanka

Going to market
• Define your why
• Creating the perfect shortlist
• Designing an ideal tender process
• Site visit evaluation framework
• Selection and negotiation tips

Commercial terms
• Cost guide
• Payment terms
• How involved / prescriptive should you be?
o Language and skills assessment
o Staff ratios
o Physical environment
o Key personnel selection
• Service Level Agreements / Risk and Reward
• Variable capacity
• Step in rights
• Responsibility for technology
• Dispute resolution
• Termination rights

What makes a successful transition
• Onsite presence
• Parallel / buffer force
• Ideal duration

BAU
• Reporting
• Communications
• Cadences
• Governance

Roundtable discussion

Resources
• Websites, tools, events

Close

Cost

$750 per person

Interested in attending?

Please express interest by emailing sharon@matchboard.com.au. 

Over a complimentary 3-course dinner at one of Sydney's leading restaurants, you will have the opportunity to network with your peers and meet with the Executive team of one of the fastest-growing staff leasing BPOs in Fiji.

If your business might be open to a team of resources in the island paradise of Fiji, request an invitation to this exclusive event at sharon@matchboard.com.au.

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs). 

Over the last two years, Fiji has “come out of nowhere” to become one of the most popular contact centre and back office outsourcing destinations for Australian business. At this event, we’ll share why, with a case study from one of the world’s leading brands, Hertz. Customer Care Lead Asia-Pacific, Celeste Carnovale, will present:

• Why Fiji?
• Journey outsourcing to date
• Overview of learnings and outcomes.

This will be followed by a fireside chat with the Founder of one of Fiji’s leading BPOs. There will be ample time for audience Q&A. Attendees receive:

* Lunch ($50 voucher OR mystery lunch delivered to your door) OR $50 charity donation

* A complimentary white paper

Who should attend: leaders responsible for contact centre, customer service, CX or back office functions in travel, transport and logistics, automotive, hospitality, online and adjacent sectors. 

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs). 

Join the leadership team at Datacom and Matchboard's Sharon Melamed for a CX Leaders roundtable discussion over a delicious lunch.

The topic: Challenging the status quo in CX / EX.

How we can unlock capacity and create greater Experiences for our customers, and our people.

This event is designed for heads of customer experience, customer service, contact centre and executive office functions.

The team at ipSCAPE and Matchboard invite contact centre and CX consultants to a networking dinner to celebrate end of year 2022! Feast on a banquet menu at one of Sydney's trendiest new CBD restaurants!

This event is designed for individual consultants, boutique consultancies, and consultants at large firms who advise clients on customer experience, or contact centre technology.

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs). 

Faced with a skills shortage at home, Australian companies are increasingly turning to the island paradise of Fiji for outsourcing customer service and back office. At this event, we’ll highlight Fiji’s low cost/high quality value proposition, with a case study by Coco Republic. We’ll cover:

• Facts and figures about the Fiji workforce and BPO industry
• How Fiji compares to other destinations – including pricing, culture, location
• Client outcomes and data points
• Learnings and tips for your outsourcing journey.

We’ll have ample time for Q&A.  Attendees receive:

* Lunch delivered to your door - alternatively a $50 Deliveroo voucher OR $50 charity donation

* A prize for the most interesting audience question

This event is designed for heads of customer service, contact centre and back office operations, as well as eCommerce leaders. 

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs). 

CX leaders in financial services (including super funds, banks, fintechs, insurers and leasing companies) and the utilities sector are invited to an exclusive dinner hosted by senior executives from SigmaConnected.

This event is designed for executives at medium to large organisations. Places are strictly limited. 

With a critical shortage of workers in Australia, Fiji’s outsourcing industry has jumped to the rescue, providing businesses with flexible, high-quality contact centre and back office services at a fraction of the cost.

At this event, hear case studies from the health, pharmaceutical and education sectors, covering:

• Why Fiji?
• Journey outsourcing to date
• Overview of learnings and outcomes.

This will be followed by a panel discussion with three leading Fiji outsourcing companies. There will be ample time for audience Q&A.

Attendees receive:

* Lunch delivered to your door (alternatively a $50 Deliveroo voucher OR charity donation)

* A choice of complimentary white papers

This event is designed for Operations, Contact Centre and HR Leaders at medium to large organisations, as well as business owners and entrepreneurs in Australia.

Register interest to attend or email sharon@matchboard.com.au.

The UK’s ecommerce sector has skyrocketed during the pandemic, and with it, a growing need for capacity in customer operations. With a critical shortage of workers in the UK, Fiji’s outsourcing industry has jumped to the rescue, providing retailers and logistics providers with flexible, high-quality voice and digital services, at a fraction of the cost. With single-digit annual attrition and a workforce renowned for authentic customer service, Fiji represents a fresh face on the map for contact centre and back office services.

At this event, hear a case study from Interparcel covering:

• Why Fiji?
• Journey outsourcing to date
• Overview of learnings and outcomes.

This will be followed by a fireside chat with industry consultant, Dave Halford, and one of Fiji’s leading BPOs. There will be ample time for audience Q&A.

Attendees receive:

* Lunch (a £25 Deliveroo voucher) OR charity donation

* A complimentary white paper

This event is designed for UK-based leaders of contact centre, customer service, CX  and back office functions in online retail, marketplace, logistics and adjacent sectors; as well as consultants covering outsourcing, location strategy, contact centre, CX.

If you'd like access to the recording of this past event, please enter your email below (only available to businesses open to or already offshoring; not available to BPOs).