The telecommunications and utilities sectors share many challenges and synergies in customer management. Against a backdrop of continual margin pressure, both sectors have embraced offshoring as a critical strategy to improve service and agility. Join us for a boardroom lunch with your peers to hear from the industry experts on the state of outsourcing in the Philippines. We’ll review:
• what lines of business are appropriate to offshore, and the business case behind them
• why the Philippines, and a discussion of outsource vs captive models
• examples of which companies are active offshore
• the real impact of offshore on customer experience – in numbers.
Case Study: BTB
Sachin Patel, General Manager – Product & Technology at fast-growing telco BTB, will deliver a keynote on BTB’s success story in leveraging an offshore workforce, including improved customer satisfaction results, and faster service qualification, order QA and order submission.
This event is focused on the telecommunications, utilities and energy sectors, specifically for the C-suite as well as heads of contact centre, customer service, operations, sales, collections, finance, procurement and back office.