Call Center Guru CC Outsourcing BPO Forum 2011callcenterguru.ru/docs/CCO-BPO-11-EN.pdf · Call...

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© 2011 Call Center Guru

CC Outsourcing and BPO 2011

T: +7 (495) 995-80-07 | E: [email protected] | W: www.callcenterguru.ru p.1

Call Center Guru CC Outsourcing & BPO Forum 2011 22-23 November 2011, Business Center and Hotel Radisson Slavyanskaya, Moscow, Russia

OVERALL SPONSORS

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Table of Content ABOUT FORUM ....................................................................................................................... 3 ENCOURAGED TO PARTICIPATE: ........................................................................................ 3 WHY ATTEND? ........................................................................................................................ 3 KEY THEMES OF THE FORUM: ............................................................................................. 4 WHY CHOOSE THIS EVENT? ................................................................................................. 4 OPPORTUNITIES FOR PARTICIPATION ............................................................................... 5

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ABOUT THE FORUM Organizer of the CC Outsourcing and BPO Forum is Call Center Guru – professional community which brings together more than 3,900 managers of contact centers in Russia, Ukraine, Kazakhstan, Uzbekistan and other countries in the region (CIS countries). Forum supported by the National Association of Contact Centers and the Guild of Managers and will be held on 22-23 November 2011 at Business Center and Hotel Radisson Slavyanskaya, Moscow, Russia. We invite you to the premiere event in the field of contact centers and business process outsourcing in the region. The forum is held to provide participants with information "first hand" the best and successful practices in business process outsourcing, to provide an audience with top service and solution providers and decision maker’s managers. This forum will provide participants with useful and relevant information, contacts and strong relationships with colleagues.

REGIONAL MARKET AT A GLANCE Today in Russia there are over 75,000 agent seats in the contact centers, including at least 7,000 in the outsourcing sector (9-10%). Russia takes at least 70% of the regional market of contact centers services. The market volume of outsourcing and BPO services in Russia exceeds 100 million euros with an annual growth of 10-20%. As the leading market share (40%) group is present three outsourced contact centers: Beeline Business, Teleperformance, Telecontact. Increasing liberalization of the economy in the region provides a large potential for outsourcing and BPO market growth. We invite you to Russia, so you can meet with key persons and open access to the entire regional market of outsourcing and BPO in contact centers.

ENCOURAGED TO PARTICIPATE • Managers are responsible for outsourcing, and relationships with partners, from both internal and outsourced

contact centers • Heads of department of customer service • Heads of departments of telemarketing, telesales • CEOs and business owners, investors • Other relevant managers from following companies:

o Telecom operators and service providers o Banks and Insurance Companies o Companies in Transport and Logistic sector o Retailers, FMCG:

electronics auto dealers pharmaceuticals, cosmetics real estate etc.

o Utility o Authorities and municipalities

WHY ATTEND? The Forum will provide participants a unique opportunity to:

• Learn from best practices in outsourcing services and business processes in contact centers and get the information "first hand" from the best and most successful practitioners

• Meet and establish business contacts with top officials in the industry call-center outsourcing and BPO from Russia and other countries

• Ask questions to the best industry service providers, consultants, practitioners and experts to get the express advice

The working language of the Forum - Russian. We provide simultaneous translation Russian-English-Russian.

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KEY THEMES OF THE FORUM • What is the current situation in the market? Market overview, key trends and market prospects of business

process outsourcing and contact center services in Russia and the countries of the region. • What is holding back the development of the market of business process outsourcing and contact center

services in Russia and the countries of the region? What are the growth drivers in the "post-crisis" period? • What are the basic models of outsourcing contact center for customer service and support internal business

processes: o Use of a partner for business process outsourcing and contact center services in a modern customer-

oriented company; o Outsourcing of agent positions; o Outstaffing; o Hosted contact center.

• Learn how to choose an outsourcing partner and ensure quality service and reasonable price. • Explore examples of successful partnerships. How to succeed in outsourcing services and business processes? • Examine examples of call cost calculation in its own contact center and outsourcing partners. Why outsourcing

contact center services can seem much more expensive than the cost of internal service? Can you save money on outsourcing, and how?

• Features of the preparation and conduct of commercial tenders. Features of the legislation and the impact on the results of competitions conducted by public authorities. As market participants may resist dumping and uncontrolled decline in the quality of service? Is it possible to civilized agreement between market participants?

• Recruitment strategy, training and staff development for outsourcing contact centers. Success stories. Experience in preparing selected operators.

• Overview of regional labor markets: where's left to "place under the sun"? • Decisions and optimization technology for outsourcing contact center. How to use solutions for contact center

resource management (WFM), quality monitoring (QM), speech technology (ST) can provide support and ensure customer satisfaction levels of the company?

• How to analyze customer satisfaction in outsourced CC? The role of quality assurance mangers in outsourced call-center.

• Building robust customer feedback. The use of Enterprise Feedback Management, Mystery Caller, etc. • Outsourcing contact center in terms of investment business. Review of solutions for the creation of outsourced

contact centers. Optimal organizational structure for outsourced call-center.

If you are seriously focused on this regional market of CC outsourcing and BPO, you must attend on this event.

WHY CHOOSE THIS EVENT? There are at least five reasons in favor of this event

1. This is the regional and must-attend forum focused entirely on the topic of business process outsourcing will bring together all key players in the regional market.

2. The agenda of the forum is filled with vivid practical examples, success stories, key reports and presentations made by leading service providers, practitioners and consultants. Hardly any other event in the contact center issues can provide a full picture of the outsourcing and BPO market in the region.

3. Special sessions of the networking and speed dating will help to exchange business cards, to meet and establish business relationships with key figures.

4. The forum will bring together business leaders, key persons, decision makers responsible for customer service in contact centers in various industries.

5. Call Center Guru is the largest regional professional Community has great opportunities to promotion and gives coverage to media. The organizer has 10 years of experience organizing events and understanding of the regional market. The Forum supports the National Association of Contact Center Managers and guild.

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OPPORTUNITIES FOR PARTICIPATION We offer several formats of participation aimed at achieving your goals, and depending on your budget. 1. Participation as a delegate

• If your company is a member of the National Association of Contact Centers, the participation of 1 delegate is free of charge. Registration fee for additional delegates is 490 EUR. For non-member registration fee is 490 euros.

2. Participate with a promo presentation or keynote report

• If you want to make a presentation and promotion of your services we can provide you with a 20 minute time slot for presentation. The cost of the promo presentation is 2900 EUR.

• If you wish to speak with an expert report, case study (free of charge, if producer confirmed), please send theme and abstracts of your report to Viktor Golubev Forum’s producer no later than September 25, 2011.

3. Participation as a sponsor

• We can place your company logo as a sponsor on a variety of media (on web-site, on a brochure, on the screens in the conference hall, etc.).

• We can allocate 30 minutes for your presentation or keynote at the prime time on the first day of the Forum. • We can give you a little space in front of a conference hall for your roll-up, equipped with a comfortable sofa

and tables, so you can meet your future customers and partners. • The minimum base price of the sponsorship package is 4900 EUR.

The Overall sponsor fee is 9950 EUR (-50% discount for NACC members)

If you would like to participate in the forum or have any questions, please contact Victor Golubev by e-mail: [email protected]

Call Center Guru CC Outsourcing BPO Forum 2011callcenterguru.ru/docs/CCO-BPO-11-EN.pdf · Call...

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