Transcript PowerPoint 프레젠테이션

2013 APCCAL EXPO
“Keen to Market, Obsess to Customers!!”
November 11-13, 2013
CIRC-Korea
(Customer Center Industry Research Center-KOREA)
CONTENTS
1. Introduction
2. Overview of 2013 APCCAL EXPO
3. Programs by Date
4. Hotel (Lodging) Information
5. Transportation (Arrivals & Departures)
6. Application for Participation
7. Application for Awards (Trophies)
1. Introduction
“2013 APCCAL EXPO KOREA! !
Welcome to KOREA !
Dear Leaders, Delegates and Vendors !
This is KJ Cheong, chairman of Korea Callcenter Information Research Center (CIRC
- Korea) . It is our great honor to host the 6th APCCAL EXPO.
This event will be held from November 11th to 13th in Grand Hilton Convention
Centre in Seoul. More than 600 Korean participants along with other 200 delegates
from the Asia Pacific countries will be together and share a variety of programs from
Chairman of CIRC
a half day tour to DMZ and special seminar on call center management, m a i n
conference, technology exhibition, gala networking dining, call center site visits, and
K.J. Cheong.
even enjoy an optional tour of Seoul.
Our staff of CIRC-KOREA will do our best to make our domestic and foreign particip
ants and vendors satisfied. We will provide you with Korean style hospitalities! We lo
ok forward to
meeting you in Korea this coming November!
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2. OVERVIEW of 2013 APCCAL EXPO-1
2013 Expo Overview
Date : Nov. 11th ~ 13th (Conference & EXPO will only be held on Nov. 12th)
Place : Grand Hilton Convention Center 4th Floor, Hongeun-dong, Seoul, Korea
Auspice : APCCAL (Asia Pacific Call Center Association Leaders)
Host: CIRC-KOREA(Korea Call Center Information Research Center)
Supporting agencies: MOTIE, Korea Tourism Organization, Hyosung ITX, ININ etc..
Participants: Around 800 (Local: 600 and Asia-Pacific area: 200)
Agenda
Agenda
Participants
Mon.(11)
APCCAL Leaders Meeting
APCCAL Leaders
Morning
Cultural Tour
Delegates
Afternoon
Special Seminar
Delegates
Afternoon
APCCAL Conference & EXPO
Delegates
All day
Gala Dinner Networking
Delegates
Evening
Call Center Tour
Delegates
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Tue.(12)
Wed.(13)
All day
2. OVERVIEW of 2013 APCCAL EXPO-2
Programs - Nov. 11th
APCCAL
Leaders Meeting
Cultural Tour
Special Seminar
• Date : Nov. 11th (Mon.)
09:00 ~ 13:00
• Date : Nov. 11th (Mon.)
13:30 ~ 21:00
• Date : Nov. 11th (Mon.)
13:30 ~ 18:00
• Place : 2nd Floor.
Grand Hilton Crane Room
• Place : Seoul, Korea
(Gyeongbokgung Palace,
Myeong-dong, etc.)
• Place : 3rd Floor. Grand Hilton
Convention Center
Diamond Hall
• Participants : Approx.200
• Speaker : Brad Cleveland
(ICMI Representative)
• Participants : APCCAL Leaders
• Agenda
- Next APCCAL EXPO Place
- Operational Guidelines
• Main Program
- Cultural Tour
- Shopping & Dinner
• Main Topics: Call & Trunk
Forecasting, Staffing
and Budgeting in the
inbound call center
• Max Capacity : Approx. 70
• Early Reservation Required
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2. OVERVIEW of 2013 APCCAL EXPO-3
Program – Nov. 12th, 13th
APCCAL
Conference & Expo
Gala Dinner
Networking
Call Center Tours
• Date : Nov. 12th (Tue.)
08:30 ~ 18:00
• Date : Nov. 12th (Tue.)
18:20 ~ 21:00
• Date : Nov. 13th (Wed.)
10:00 ~ 17:00
• Place : 4th Floor. Convention
Center, Grand Hilton
• Place : 2nd Floor
Grand Hilton Grand Ballroom
• Place : Seoul/Gyeong-Gi
• Types : 4 different programs
• Major Program
- Keynote
( APCCAL Sidney Yuen,
ICMI Brad Cleveland)
- Panel Discussion
- P.M. Session Presentations
(Overseas Trends, Management
• Major Program
- Awarding Ceremony
- Dinner & Intl. Networking
- Entertainment
• Participants : Approx. 250
( Korean/APCCAL)
& Strategy, Enabling Services
- Exhibitions (All Day)
• Participants : Approx. 900
( Korean/APCCAL)
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• Participants : Approx. 150
- each 3 Centers (4 Groups)
- essential to reservations
- free lunch will be provided
• Types of Sites to visit
- Public & Private Centers
- Outsourcing
- Technology
3. Programs by Date-1
Cultural Tour (Nov. 11th)
Date : Nov. 11th (Mon.) 13:30 ~ 21:00
Place : Seoul, Korea - Gyeongbokgung Palace, Myeong-dong, etc.)
Participants : Approx. 200
Program Schedules
Area
Seoul
Time
Agenda
Remark
13:30
Guide meeting (Grand Hilton Hotel)
14:00
Trip to Gyeongbokgung Palace, Namsangol
(Village of Korean Traditional House)
Vehicle:
Exclusive
bus
16:00
Myeong-dong Shopping Town
18:00
Move to dinner place / dinner time
20:00
Back to Grand ilton Hotel and Dissolution
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3. Programs by Date-2
Special Seminar with Brad Cleveland - (Nov. 11th)
Date : Nov. 11th (Mon.) 13:30 ~ 18:00
Place : 3rd Floor. Diamond Hall, Convention Center, Grand Hilton
“Mastering the Heartbeat of Call Center Management: Service Level with Quality”
(The call center profession’s most popular seminar is coming to Korea!)
This world-renowned seminar has been an industry favorite for over two decades, and for good reason: it
covers the skills and knowledge you absolutely, positively must have to run an effective call center. In step-bystep format, Brad Cleveland walks you through principles that will remain with you throughout your career!
Topics include:
• The immutable laws and service dynamics that are part of any call center
• The 9 planning steps of effective call center management
• What it takes to accurately forecast, staff and schedule
• The tradeoffs between service level, agent occupancy, staff and costs
• How service level and quality are highly interrelated
•How to apply time-tested management principles to new contact channels
•How to explain these principles to others in your organization and get them on board.
Speaker (Brad Cleveland, ICMI Representative)
▹ Customer Strategy and Management Division Global exchange
▹ Major Clients and Consulting:AMEX, Apple, Coca-Cola, HP, the American / Canadian /
German government
▹ The New York Times, The Wall Street Journal For lecture / Consulting / Contributor
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3. Programs by Date-3
Conference & EXPO (Nov. 12th)
Date : Nov. 12th (Tue.) 08:30 ~ 18:00
Place : 4th Floor. Convention Center Grand Hilton
Participants : Approx. 800 ( Korean 600, APCCAL 200)
Program 1 <Morning Session>
Time
Topic of Speech
08:30 ~ 09:00
Registration
Opening Ceremony
09:00 ~ 09:30
- Opening Remarks (APCCAL, CIRC)
- Congratulatory Speech (Ministry of Commerce, Industry and Energy etc.)
- Awarding Ceremony
09:40 ~ 10:20
10:30 ~ 11:10
11:20 ~ 12:00
12:00 ~ 13:10
Keynote 1 - Brad Cleveland (ICMI Representative)
“How to Create Customer Obsession in a Contact Center”
Keynote 2 - Sidney Yuen (APCCAL Chairman)
“Current Situations, Progress Directions, and Alliance Strategies of Asia Pacific"
Panel Discussion – Trends and best practice of Call Center Markets in Asia
- Moderated by one of the association leaders
Networking Dinner / Exhibition Visit
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3. Programs by Date-4
Conference & EXPO (Nov. 12th)
Program 2 <Afternoon Session>
Time
Major Topic of the Sessions
Overseas Trends
13:10 ~ 13:50
14:00 ~ 14:40
14:50 ~ 15:30
16:50 ~ 17:30
17:30 ~ 18:00
Enabling Services
How to enter into the
Philippines Call Center Market?
A story of L&C Customer Center
values customer interaction
Upgrading a Call Center to CRM
Center
<CCAP-Philippines>
<KYOWON Call center>
<Kong-Young DBM>
The future of Indonesia
Call Center Industry
Call Center KMS (Knowledge
Management System)
The Value of Interaction Process
Automation
<ICCA - Indonesia>
<KYOBO Life Insurance>
<ININ>
Overview of Malaysian
Call Center Markets
A Case story of constructing Health
Care CRM Customer Center
<CCAM – Malaysia>
<National Health Insurance>
15:30 ~ 16:00
16:00 ~ 16:40
Management & Strategy
Smart Contact Center
<Nexus Community>
Coffee Break &International Networking / Exhibition Visiting
Understanding Call Center
Markets of Hong Kong
Customer Service Operation
Strategy of Slow Growth Period
Operational efficiency and
technology in the Call Center
<HKCCA – Hong Kong>
<STM Consulting>
<MPC>
How to understand Australian
Call Center Industry
The Importance of Service Quality
and Improvement Strategy
Development of enhanced
operational measures in customer
center – beyond the BSC framework
<CCMA, ATA- Australia>
<Core Consulting >
Closing
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<Meritz Fire Insurance>
3. Programs by Date-5
Exhibitions (Nov. 12th)
Nov. 12th (Tue.) 08:30 ~ 18:00
Place : 4th Floor. Convention Center Grand Hilton
Participants : about 800 (Korean 600, APCCAL 200)
Booth scope : 3*3 fifteen booth (for booking)
The main exhibition items
- Call Center solution (CTI, PBX, IVR)
- Call Center other equipment (head set, IP phone)
- Software (soft phone, WFMS)
- Office furnitures and environmental facilities
(Furniture, noise reduction, etc.)
- Counselor’s health care products and facilities
- Customer Service Training and Consulting Programs
- Other company products and image promotion
- National public authorities and local governments
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3. Programs by Date-6
Callcenter
13th)
APCCALVisit
Expo(Nov.
(전시회)
Date : Nov. 13th (Wed.) 10:00 ~ 17:00
Place : Seoul/Gyeong-Gi
Participants : Approx. 150 - each, 3 Centers (4 Groups) (Pre-Reservation Required)
Sites to visit : Public & Private Center, Outsourcing, Technology
Visit group
G1
G2
G3
G4
Time
Orgnization
Sector and key technologies
10:00 ~ 11:30
UBASE
Outsourcing Operations
13:30 ~ 15:00
SKTelecom
Telecom
15:30 ~ 17:00
Samsung Fire Insurance
Fire Insurance
10:00 ~ 11:30
KTIS(114 Info. Center)
Outsourcing/Korea Information Center phone number
13:30 ~ 15:00
Samsung Life Insurance
Life Insurance
15:30 ~ 17:00
CJ Telenix
Call center Operation, Outsourcing
10:00 ~ 11:30
Hyosung ITX
Outsourcing
13:30 ~ 15:00
KYOBO life
Life insurance
15:30 ~ 17:00
Soeul CITY HALL
Seoul citizens call center
10:00 ~ 11:30
MPC
Outsourcing
13:30 ~ 15:00
KEB
(Korean Exchange Bank)
Financial/Bank
15:30 ~ 17:00
NEXUS community
Technology Company(Contact Solution)
* The groups & sites can be changeable.
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3. Programs by Date-7
CallAPCCAL
Center Visit
(Group 1)
Expo Information
(전시회)
Time
Origination
Sector
Employee
Center info
Representative in Gyeong-Gi Captive Outsourcing,
10:00
~
11:30
UBASE
Outsourcing
Operating
total 8,600
Ebay, Hyundai Card, Samsung, GS Home Shopping,
visit center 4,300 KB Card and call center services outsourcing company oper
ating more than 60
South Korea's largest mobile operator, the call center multi
13:30
~
15:00
SK Telecom
Telecom
total 2,872
visit center 357
-channel (voice, screen ARS services, etc.),
providing high- quality services and representing
a center of excellence
15:30
~
17:00
total 1,176
Samsung
Fire Insurance
Fire Insurance
visit center 557
Anycar Services founded in 2002, is the best auto
insurance brand in Korea. Based upon honesty and trust,
Anycar Service is staffed with 1,100 counselling agents,
the largest in Korea and operates 24 hours
a day. Anycar Services is also equipped with the most
advanced technologies such as IPCC, LBS, and unmaned
report systems. At all, Anycar Services propose standard
model in call center operations in Korea.
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3. Programs by Date-7
CallAPCCAL
Center Visit
(Group 2)
Expo Information
(전시회)
Time
Origination
Sector
Employee
Republic of Korea was the origin of the call center phone
Outsourcing
10:00
~
11:30
114Telephone I
Operating/
nformation
Korea
System (KTIS) Telephone Info.
Center info
number 114 KT customer service center operations since its
total 9,000
visit center 200
inception and the Korea Electric Power Corporation, Korea High
way Corporation, the government complaint centers,
hospitals, call centers and other outsourcing business is
Center
performing.
Founded in 1997, Sangsung Life Insurance's Call center started
13:30
~
15:00
Samsung
Life
Insurance
Life
total 1,200
Insurance
visit center 380
as telephone call center, in 2001, the center speciallized the
businesses. introducing the first IPCC in Korea, 100% Call
Center specilzatized building, realized 95% S/L and 99.8%
response rate.
Call Center
15:30
~
17:00
CJ Telenix
Operation,
total 2,850
Consulting,
(19 centers)
Outsourcing,
visit center 985
IT management
CJ Telenix, founded in 1995, the first home-shopping call center
in Korea, is currently processing all the call center business of CJ
group. From TV home-shopping, delivery services, wired &
wireless telecommunications, food services, entertainment/media,
CJ Telenix manages customer interactions, group VOC,
construction and consulting of overseas customer centers. Since
2004, CJ Telenix has been ranked as No.1 at NCSI in TV homeshopping business. CJ Telenix also was awarded of presidential
awards for operating especially with physically impaired persons.
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3. Programs by Date-7
CallAPCCAL
Center Visit
(Group 3)
Expo Information
(전시회)
Time
Origination
Sector
Employee
Center info
Business Solution providing company, providing busi- nes
10:00
~
11:30
Hyosung ITX
Outsourcing
Operating
total : 6,000
ses and customers, to manage the Communication Channe
Visit center:
l Contact Center Network Infra with a variety of projects a
2,400
nd companies that provides technology to perform as Busi
ness IT Service.
13:30
~
15:00
KYOBO Life
Life Insurance
total : 800
visit center : 270
Life insurance representatives in Korea, Inbound
Cus
tomer Service, Outbound, Customer Satisfaction,
and per
form monitoring tasks. Maintenance services to our custo
mers by providing differentiated customer
loyalty ensure strength and contribute to increase
the value of the company.
15:30
~
17:00
Seoul
City Hall
Seoul Citizen C
all Center
524
Seoul Citizens object petition call center. 365 days
24
hours, and three specially commissioned operators operate
Seoul 16 subordinate agencies, 25 autonomous regions, municipalities, Seoul, Apgujeong for business talks.
- 13 -
3. Programs by Date-7
CallAPCCAL
Center Visit
(Group 4)
Expo Information
(전시회)
Time
Origination
Sector
Employee
Center info
MPC, founded in 1991, has grown to the best enterprises’ marketing part
10:00
~
11:30
utsourcing
MPC
Total : 3,600
(5 Centers)
Operating
visit center:
ner for enhancing customers’ value. MPC launched business with databas
e marketing and grown to
CRM solutions & services, comprehensive ma
rketing solution provider. MPC has accumulated
22 years abundant biz know-how for domestic-first call center
outsourcing.
Korea with the highest quality financial professional
13:30
~
15:00
call center through Six Sigma projects and maintain
KEB
Financial/Bank
780
the highest quality available. Dedicated to marketing, banki
ng, inbound / outbound, credit card inbound /
outbound conducting business
Technology
15:30
~
17:00
NEXUS
company
Community
(Contact
Solution)
92
Contact Center CTI M / W, Cloud Solution, UC (Unified Communications) Solution, EMS (Energy Management System)
Solution as expertise in the company's call center.
China, (Shanghai, Beijing), Japan (Tokyo) are operated offices in Chi
na as a partner of the SI channel Gransys (Taiwan),
IBM China, etc., and SI channel partners in Japan NESIC (NEC Seri
es), CTC, Tsuzuki, etc.
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4. Hotel (Lodging) Information-1
Designated Hotel
Building
Type
M
Name
Grand
Hilton
Hotel
Grade
5 Stars
(Main
Building)
Cost/per night
Deluxe Single
: 217,800 KRW per day
(200 USD)
Grand
Hilton
Residence
Website
Within the
Same Building
http://www.grandhiltonseoul.c
om/
*Includes 1 Breakfast ticket
1) 2 bedrooms
(2 rooms, 1 Single bed,
1 Double Bed)
: 193,600 KRW (180 USD)
R
Distance
& others
Residence
Hotel
2) 3 bedrooms
(3 rooms, 2 Single beds,
1 Double Bed)
: 242,000 KRW (222 USD)
3) 4 bedrooms
(4 rooms, 2 Single beds,
1 Double Bed, 1 Twin Beds)
: 290,400 KRW (270 USD)
About 50m
away
Can cook by
yourselves
Can buy items
from nearby
24- hour
convenient
stores
http://www.grandhiltonseoul.c
om/
* Exclude Breakfast,
* Can add 24,200 KRW (23 USD)
per person if necessary
•
•
Room Rates may change as the exchange rate of USD.
Breakfast at the Residence Hall will be reserved prior to arrival to be guaranteed at that price.
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4. Hotel (Lodging) Information-2
Grand Hilton Hotel
Grade
5 stars
Address
353 Yeonhui-ro, Seodaemun-gu, Seoul, 120-710, South Korea
Distance to Event Hall
Distance to Inchon Airport
Contact Info.
Web-page
Lodging Cost
Reservation
Near by event Hall (Same Building)
Take the airport expressway to Jayuro road junction and take the intercity expressway. Exit at Hongje ramp and then make a U-turn at the
intersection traffic lights. The Grand Hilton Seoul hotel is located on the
right
82-2-3216-5656
http://www.grandhiltonseoul.com/
Deluxe Single : KRW 217,800 per day (USD 200) *Include 1 Breakfast
Do it Website Directly
http://www.hilton.com/en/hi/groups/personalized/S/SELGRHI-APCCAL-20131
107/index.jhtml
• Early reservation is essential as November is peak season
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4. Hotel (Lodging) Information -3
Grand Hilton Hotel Residence
Do it email Directly “2013 APCCAL EXPO KOREA ATTENDENT”
Reservation
[email protected]
Kellymoon, 82-2-2287-8427~9
Room Type
2bedrooms (96m2)
(1 Single bed,
1 Double Bed)
3bedrooms (148m2)
(2 Single beds,
1 Double Bed)
4bedrooms (182m2)
(2 Single beds,
1 Double Bed, 1 Twin Beds)
Lodging Cost
KRW 193,600 (USD 180)
KRW 242,000 (USD 222)
KRW 290,400 (USD 270)
Structure
• Location, Contact & Reservation is the same as grand Hilton Hotel
• Exclude Breakfast, may add KRW 24,200 (USD 23) per person
• Early reservation is recommended as it is high season.
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5. Transportations : Arrivals & Departures-1
INFORMATION OF TRASPORTATION (Airport Bus)
- Bus Number: 6005
- Stop station 5B, 12A
Bus Time Table (AIRPORT → Grand Hilton)
- The Time Required: around 45 mins
Hour / Mins
- Fare: KW 10,000 (about USD $ 9)
-Further more information:
MON ~ FRI
SUN & Holidays
05
45
45
06
10 / 38
15 / 45
07
03/ 30
15 / 45
http://www.airport.kr/airport/traffic/bus/busList.iia?flag=E&fa
08
00 / 25 / 53
10 / 37
ke=1211332493597
09
20 / 51
02 / 27 /55
The Bus Station Stop Point (Passenger Terminal 1st Floor)
10
20 / 50
23 / 55
11
20 / 50
25 / 56
12
17 / 40
21 / 45
13
09 / 30 / 56
11 / 38
14
20 / 48
02 / 25 / 50
15
17 / 50
20 / 50
16
13 / 40
20 / 50
17
05 / 38
18 / 45
18
11 / 43
18 / 47
19
10 / 38
15 / 44
20
03 / 27 / 56
10 / 35
21
23 / 50
00 / 25 / 50
22
20 / 50
22/ 50
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5. Transportations : Arrivals & Departures-2
INFORMATION OF TRASPORTATION (Airport Taxi)
The Taxi Stop Point
(Passenger Terminal 1st Floor)
Notice
1) Above Fares are included Expressway fees.
2) Expressway fees (9,000 Won each way)
will be the passenger’s responsibility.
3) The estimated fares are based on no traffic
congestion, so the actual rates may vary.
Section
Platform
Number
Estimated
travel time
Estimated Fare
(KW)
Remark
Standard
Taxi
6C
45
60,000
- ~ additional 20% late night premium.
-Receipt issue and Translation is a basic service provided.
Prestige
Taxi
8C
45
80,000
-Car Phone Service / No late night premium fee.
-Receipt issue and Translation is a basic service provided.
-No late night premium fee.
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6. Application for participation-1
Fees for Delegation
Events
Base
Over 10
Over 20
Fee
Participants
Participants
Specifics
Conference( Nov.) : Conference Booklets,
Conference Package
Luncheon, Exhibition Hall Visit Simultaneous
(Conference,
Translations, Souvenirs, CD etc.
Customer Center
Site Tours,
USD $270
USD $ 150
USD $ 100
Cultural Tour( Nov) : Surroundings Of Seoul
(Transportation, Tour)
Shopping &
Site Tour ( Nov.11) : Call Center visit (3 sites)
Cultural Tour, etc.)
with Free Lunch
Award Ceremony, Dinner,
Gala Dinner
USD $135
USD $ 100
USD $ 60
Cultural Entertainment
Seminar Booklets, Certificate of Completion of
Special Seminar
USD $225
USD $ 200
USD $ 150
ICMI-CIRC CCAMC, copy of updated version of
the Brad' book
- 20 -
6. Application for participation-2
Application
Country & Personal Information
Country
Association Name
Name
Phone/Mobile
e-mail
SNS address
Participant Information
No
Name Association Position
E-mail
(individuals)
Options to attend
(Check below)
Conference Gala Dinner
Special
Seminar
Preferred Group
of Site Visit
①G1
②G2
③G3
④G4
Preferred Lodging
Type
①M
②R-2beds
③R-3beds ④R-4beds)
2013 APCCAL EXPO to apply for the above.
November 2013.
To CIRC Preparation Team
* please send your application by email to [email protected]
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23
7. Application for Awards
2013 APCCAL Award (Plaque, Trophy) Application
Organization Name
Representative/e-mail
Award Name
Awarded Company
Award 1
Plaque Descriptions
Award 2
KOREA/CIRC
Ki-Ju, Cheong / [email protected]
Best Outsourcer
Hyosung ITX
We award the best outsourcer to Tran cosmos for its reputations and
superb performance.
Award Name
Awarded Company
Plaque Descriptions
Award 3
Award Name
Awarded Company
Plaque Descriptions
Award 4
Award Name
Awarded Company
Plaque Descriptions
* Up to 4 awardees are possible per organization/association.
* Essential to submit “Award Name” and “Plaque descriptions”
* Must be returned by 27th of September for proper process to (CIRC Ki-Ju, Cheong : [email protected], Jane : [email protected])
As above, we submit "2013 APCCAL Award application.
___ Day ____ Month
_____________ (Signed)
To Korean Customer Center Industry Research Center (CIRC)
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We will do our best for the success
of 2013 APCCAL EXPO KOREA!!
Thank You !!!