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Conference Day One: Tuesday, 30 August 2016

08:00 AM Registration, networking, and refreshments

IMPROVING YOUR CALL CENTRE BY FOLLOWING ‘THE SAFARICOM MODEL

09:00 AM BUILDING THE OPTIMAL CALL CENTRE: THE SAFARICOM MODEL

Jannet Atika, Director of Customer Operations, Safaricom
Ask any call centre manager in Kenya who has the most effective call centre function in the region. The resounding response? Safaricom. Whether it’s their engaged team, their advanced systems and state-of-the-art facilities, or their short handling times, Safaricom customers are constantly satisfied given the organisation’s successful call centre – in spite of handling up to 100,000 contacts per day. As such, this presentation will shed light on Safaricom’s call centre functions, spotlighting their growth, their development, and some of their methods so that you can improve your operations and satisfy both internal and external parties.
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Jannet Atika

Director of Customer Operations
Safaricom

THE MOST IMPORTANT DEBATE: TO OUTSOURCE…OR NOT TO OUTSOURCE? THAT IS THE QUESTION!

09:30 AM MANAGING CUSTOMER EXPERIENCE AT HOME AND AWAY - THE BENEFITS OF STAYING INHOUSE AND OUTSOURCING

Job Njiru, Head of Customer Experience, KCB Bank Group
One of the constant debates among call centre and customer experience managers is whether or not to keep customer contact centres in-house – or, to have them outsourced to BPOs. This session will thus visit the debate, addressing the most important considerations that must be had before making a decision. The presentation will also serve as an in-house case study, as KCB Bank is the prototype for successful in-house contact centre operations. This paper will prepare you to tackle the most pressing question faced by call centre managers so that you can make the best decision for your organisation: should I stay in house or should I outsource?
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Job Njiru

Head of Customer Experience
KCB Bank Group

10:00 AM THE BENEFITS OF OUTSOURCING – MANAGING CUSTOMER EXPERIENCE AT A BPO

Rishi Jatania, COO, Direct Channel Simbatech
The presentation will serve as a BPO case study, as Direct Channel Simbatech is renowned as one of the most successful BPOs not just in Africa, but also the rest of the world. This paper will prepare you to tackle the most pressing question faced by call centre managers so that you can make the best decision for your organisation: should I stay in house or should I outsource?
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Rishi Jatania

COO
Direct Channel Simbatech
Compiling the contents of the in-house and outsource presentations, this panel will clearly compare and contrast both call centre strategies, allowing you to pinpoint the pros and cons of both keeping operations in-house and outsourcing.
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Job Njiru

Head of Customer Experience
KCB Bank Group
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Rishi Jatania

COO
Direct Channel Simbatech

11:00 AM Networking and refreshments break

REFORMING, REINVIGORATING, AND REINVENTING YOUR CONTACT CENTRE BY DISPELLING ONE MYTH AT A TIME

11:30 AM EIGHT BIGGEST CONTACT CENTRE MYTHS BUSTED IN THIRTY MINUTES!

Hilario Fiandeiro, Founder & Principal Consultant, ContactCentreSmart – South Africa
From South Africa’s most renowned call centre consultant, Hilario Fiandeiro: I invite you to join me for a ‘ground-breaking’, ‘paradigm-shifting’ and ‘myth-busting’ mission to destroy the eight biggest myths that have taunted and teased contact centres in the last decade or so. I want you to lay down these myths to rest and adopt a fresh new way of thinking.
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Hilario Fiandeiro

Founder & Principal Consultant
ContactCentreSmart – South Africa

12:00 PM LEARNINGS FROM WFM IMPLEMENTATIONS

Johan Hard, Global Sales Director, Teleopti
Teleopti will highlight some learnings from concrete implementations of WFM. The learnings will focus on the actual people and transition management. Teleopti will link these learnings to some of the key trends that we see in our everyday work.

Johan Hard

Global Sales Director
Teleopti

12:30 PM Networking lunch

EQUIPPING YOUR CALL CENTRE WITH ADVANCED, COST-EFFECTIVE, AND PRODUCTIVITY-BOOSTING, TECHNOLOGY IN ORDER TO IMPROVE OPERATIONS AND BETTER RESPOND TO IT ADVERSITY

1:30 PM CHANGING THE CRM SYSTEM FOR THE CHANGING CLIENT

Olatunji Adeleye, Regional Customer Service Manager: Sub Saharan Africa, ACCA Global – Nigeria
The client you had ten years ago has changed. The twenty-eight year old customer in 2006 preferred to speak over the phone or personally at the branch. His son in 2016, however, prefers to interact over Facebook, Twitter or the organisation’s mobile app. As such – with a rapidly changing client – client and call centres must similarly change their operations and CRM systems to interact with their clients on channels with which they more comfortable and more familiar. To improve your client’s experience and to make your client’s interactions more convenient, you need to know how to utilise a diverse CRM system that consolidates a wide array of channels.
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Olatunji Adeleye

Regional Customer Service Manager: Sub Saharan Africa
ACCA Global – Nigeria

2:00 PM EMPOWERING YOUR CUSTOMER WITH SELFSERVICE

Nnenna Ijeoma Okeke, Head of Contact Centre Operations, Etisalat Nigeria
Providing informational videos, having a real-time social media team, offering an online chat system. All these types of channels not only empower your customer, but also ultimately reduce cuts for your client centre. As such, self-help and selfservice systems are instrumental in ensuring your customers’ satisfaction and engagement, as well as improving the performance of your contact centre. This session will thus provide a case study from one of the continent’s most reputable contact centres – Etisalat Nigeria – so that you can emulate similar multi-channel, self-service platforms to improve performance and lower costs.
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Nnenna Ijeoma Okeke

Head of Contact Centre Operations
Etisalat Nigeria

2:30 PM COMBATTING CONNECTIVITY CONFLICTS TO IMPROVE CALL QUALITY

Bernard Chege, East Africa Call Centre Manager, UAP – Old Mutual Group
The most important component of a successful, smooth-running call centre operation is the facility’s connectivity. Oftentimes, however, connection issues plague an operation and prohibit the group from functioning at top speed and efficiency. This session will further illustrate the correlation between a strong connection and a successful contact centre, as well as depict proven, bestpractice methodologies to respond to poor connectivity to avoid disaster and ensure effective client interactions.
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Bernard Chege

East Africa Call Centre Manager
UAP – Old Mutual Group

3:00 PM Networking and refreshments break

3:30 PM AN IVR VS. AN AGENT – WHICH IS BEST?

Mary Mwema, Contact Centre Manager, Internet Solutions Kenya
Some people think an IVR (Interactive Voice Response) system is best for routing calls; others prefer a human agent. When it comes to paying for an effective IVR system or paying a handful of agents to route calls, call centre managers have lots of numbers to crunch and simulations to run when coming to a decision. This session will thus focus on this debate, distinguishing among the different types of IVR systems, allowing you to decide which is best for your call centre when it comes to costs and customer interactions.
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Mary Mwema

Contact Centre Manager
Internet Solutions Kenya

4:00 PM RECORDING, MONITORING, AND ANALYSING CALLS TO DICTATE INTERACTION GAPS

Hope Waudi, Activation Lead, Cellulant
Monitoring your team’s calls is imperative to ensure quality and high-caliber interactions. Oftentimes, however, gaps in calls aren’t caught due to poor recording processes. This session will thus outline the best ways and technologies to record and monitor conversations so you can find the root cause to any problems in your call centre and avert customer dissatisfaction.
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Hope Waudi

Activation Lead
Cellulant

4:30 PM END OF CONFERENCE DAY ONE