Archives: Events

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Date: October 25, 2018
Location: Sydney

The global services market in South Africa grew at a rapid rate of ~22% annually over the past four years. Australia is a key engine of this growth representing 25% of contact centre seats outsourced from international markets.

Join us for a lunch presentation of the latest research from Everest Group, where you’ll learn the surprising facts and figures about South Africa as a world-class BPO destination, including:

  • a 50% cost advantage compared to Australia. The cost of office rental in Cape Town is less than Manila!
  • The vast pool of English-speaking talent includes deep expertise in financial services - South Africa has more actuarial graduates than India, and is ranked #1 in the world for auditing standards.

We’ll also share an overview of

  • the 3 major cities for BPO (Cape Town, Durban, Johannesburg)
  • niche capability in analytics, AI, automation and legal services
  • Government and industry incentives and support
  • Australian and global brands already outsourcing to South Africa – Amazon, IAG, iSelect, iiNet, Vodafone, Qantas, Simply Energy, American Express
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Start date: October 17, 2018
End date: October 18, 2018
Location: Sydney, Melbourne

Melbourne: October 17, 2018

Sydney: October 18, 2018

This is a private lunch event designed for leaders and owners of voice and digital customer experience and services. This includes head of operations, payments, IT, security, CX and contact centre functions.

Taking payments in a contact centre can be time consuming. Customers are nervous about providing their credit card details over the phone and organisations must be PCI DSS compliant or pay the penalty. 

We will show you how to:

  • Delight customers with "touch and pay" - reducing agent time to a single minute to take a payment.
  • Optimise workforce utilisation - avoiding agent work time, and customer hold time throughout the payment taking process.
  • Provide safe, secure and compliant payment solutions – pre-integrated to voice and digital customer interaction channels. 

Over lunch, you will hear from industry leaders who will demonstrate live solutions - available now – where you can discuss strategies to improve your customer experience and payment conversion rates while reducing your average handle times and your organisation’s PCI DSS footprint. 

RSVP now to secure your attendance at this invitation only VIP event to win 50% off your live pilot before Christmas. 

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Date: November 15, 2018
Location: Sydney

You are invited to an exclusive lunch for leaders in the contact centre industry, to learn about industry trends in wages and employee benefits, against the backdrop of a global services marketplace.

Network with your peers while hearing about: 

  1. the state of play in contact centre pay scales
  2. how the modern awards in Australia compare to other destinations
  3. perks beyond salaries on offer in the market
  4. wages comparison cities in Australia
  5. relationship between wages offered and attrition
  6. wages predictions for FY19
  7. wages in different types of contact centre functions and how to deal with staff working side by side on different pay scales
  8. hybrid wages + sales incentive compensation models
This event is designed for leaders in customer service and contact centres.
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Start date: July 5, 2018
End date: July 6, 2018

This event, facilitated by BPO veteran Robert Gaunt, is designed for executives responsible for BPO vendor partnerships, across operations, procurement, legal or finance. 

In any outsourcing venture, it’s critical to understand purpose. We’ll cover:

• Reasons to outsource. What is our problem statement, what are the key drivers?

• Which functions / processes should be in scope, which should we retain?

• How do we build our requirements’ definition, what contracting models are available and what are the relative pros/cons of each?

• What can we do to be informed buyers? What is fair value?

• What controls can we put in place to ensure quality, efficiency and value are maintained and improved?

• How can we set ourselves up for success in execution of the transition of services and ongoing delivery?

Why

• The three Cs of outsourcing.

• Where should responsibility for process automation sit?

• Should we give our processes a Six Sigma and automation transformation first or is “my mess for less” appropriate?

What

• Which functions work well in an outsource environment, which don’t? Which functions are the “third rail”, i.e. don’t ever touch them?

• Collecting relevant metrics on volumes, performance, cost.

• Building a vision of the future model of operating. What does best practice look like?

Where

• Capability and relative market comparison in different geographies.

• Contractual/commercial models: outcomes-based, staff augmentation, cost-plus, DBOT. Currency considerations, COLA.

How

• Defining quality metrics, reporting requirements and KPIs.

• Plan for success but prepare for failure. How to set service credits and liquidated damages.

• Planning for Transition.

Investing in the relationship

• The importance of governance. How to bat above your league with a large service provider.

• Setting the hierarchy of meetings, appropriate travel schedules, how to use escalations smartly. 

• Lead/lag indicators of future success and failure


This event would not have been possible without the kind support of BPESA.

More info about the BPO Masterclass
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Date: August 15, 2018
Location: Sydney

This is a private lunch event for leaders in customer service, CX, digital and contact centres.

Chatbots and virtual agents are on the agenda of virtually every Customer leader in Australia. The question is not whether to implement, but how to implement successfully.

At this free lunch event with your peers, hear from Transport for NSW, who won the award for “Most Innovative and Intelligent Bot for Customer Service” at the Intelligent Innovation 2018 awards. Take learnings from the success of their RITA (Realtime Intelligent Transport Assistant), including:

  • best practices in planning a chatbot implementation
  • the importance and art of human curation
  • what channels to make the bot available in
  • how to retain control on social media integrations

The presentation will include a demo and plenty of time for Q&A over a delicious working lunch. Places are limited and RSVP is essential.

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