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Conference Day Two: Wednesday, 31 August 2016

08:00 AM Registration, networking, and refreshments

CALL CENTRE SECURITY: MAKING YOUR DATA ACCESSIBLE TO YOUR TEAM…AND YOUR TEAM ONLY

09:00 AM THE EPIC BATTLE: HOW TO FIGHT FRAUD AT YOUR CALL CENTRE

Eddy Victor, Head of Contact Experience, Airtel Networks Kenya Ltd
They’re a call centre manager’s BIGGEST nightmares: What if someone gets a hold of our customers’ data? What if my reps get tricked by a false identity? What if our contact centre’s information gets stolen or hacked? As criminals become more and more proficient in technology and sneaker and sneakier in their methodologies, identify theft and fraud are occurring at alarmingly increasing rates. As such, when customer info is breached or stolen, customer loyalty plummets and ultimately, clients quit doing business with an organisation amidst a handful of complaints and legal actions. This session will thus focus on the best ways to fight fraud in your call centre – as well as the new ways thieves try and access your data – so you can better safeguard your information and train your reps to detect fraudulence.
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Eddy Victor

Head of Contact Experience
Airtel Networks Kenya Ltd

09:30 AM THE NEXT BIG SYSTEM IN THE AFRICAN CALL CENTRE SPACE: THE CLOUD

Alex Mbaka, Head of Service Quality and Complaints Management, Barclays
When you think call centre technology, chances are you think IVR. You think CRM. You think wireless and telecommunication connectivity. But the next biggest system to come to the call centre space? The cloud. As call centres in Africa continue to attract more and more traffic with fewer and fewer agents, organisations are building more centres and outsourcing and as such, cloud technology is needed to consolidate information to integrate branch operations. This session will thus exhibit how customer information can be kept safe and secure with the use of the cloud so that your call centre can outsource its operations in a legal and compliant manner.
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Alex Mbaka

Head of Service Quality and Complaints Management
Barclays

10:00 AM Networking and refreshments break

ATTRACTING, SECURING, AND MAINTAINING A HAPPY TEAM AND WORKFORCE FOR BOOSTED PRODUCTIVITY AND STRONGER RELATIONSHIPS

10:15 AM RETAINING, EVALUATING, AND GROWING YOUR TEAM

Rebecca Ochola, Customer Care Manager – East Africa, Bridge International Academies
Perhaps the biggest issue facing call centre managers is dangerously low retention rates. When team members leave, performance dips, morale slides, and time and investment is wasted. As such, creating an atmosphere conducive to growth and retention is imperative for call centre managers looking to ensure optimal performance and customer satisfaction. After all, an unhappy customer service rep is an unhappy customer. This presentation will thus outline the best ways to retain, evaluate, and grow your team so your call centre can improve and ultimately prosper.
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Rebecca Ochola

Customer Care Manager – East Africa
Bridge International Academies

10:45 AM BREAKING THE ROUTINE FOR A HAPPIER TEAM

Mercy Mose, Head of Customer Experience, Sema Mobile Services Limited
Working in a call centre can be monotonous. The constant flow of inbound and outbound calls can render employees bored – and oftentimes restless. As such, an unbroken routine can create an atmosphere not conducive to strong performance and happy employees. This session will thus include a case study from Ms. Mercy Mose’s Sema Mobile Services Limited Call Centre where she implemented strategy and policy that not only broke the routine for a happier team, but also boosted performance and efficiency. Learn from her expertise so that you can increase productivity in your call centre, as well as ultimately drive retention and customer satisfaction.
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Mercy Mose

Head of Customer Experience
Sema Mobile Services Limited

11:15 AM RECRUITING TOP TALENT TO YOUR CALL CENTRE

Dorothy Lavuna, Recruitment and Training Manager, Direct Channel Simbatech
You can’t train or retain your talent if you can’t even bring it to your workplace in the first place. Attracting top talent, however, to a call centre environment poses many challenges to call centre managers. This session will thus outline the best recruitment methodologies so that you can implement them as you begin to add – with quality in mind – to your workforce.
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Dorothy Lavuna

Recruitment and Training Manager
Direct Channel Simbatech

11:45 AM Networking and refreshments break

INTERNAL OPERATIONS: CONTROLLING WHAT HAPPENS WITHIN THE WALLS OF YOUR CONTACT CENTRE TO IMPACT POSITIVELY WHAT THE CUSTOMER HEARS OUTSIDE OF THEM

12:00 PM IT’S ALL ABOUT THE SCRIPT

Faith Nancy Ogutu, Business Planning Manager – Retail and Business Banking, DIB Bank Kenya
What the customer hears comes predominately from what’s written on the screen in front of your rep. As such, an effective script – one that is comprehensive, while not obviously formulaic – is instrumental in ensuring efficient and positive interactions between your reps and customers. A poor script subsequently means poor interactions and ultimately, disloyalty and dissatisfaction. This session will thus emphasise the best strategies to utilise when writing and constructing your scripts to improve customer relations.
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Faith Nancy Ogutu

Business Planning Manager – Retail and Business Banking
DIB Bank Kenya

12:30 PM Networking lunch

1:30 PM A CONTROVERSIAL VERDICT: ‘THE CUSTOMER DOESN’T CARE’

Seraphine Muthoka, Customer Contact Centre Director and Leader, K-Rep Bank Limited
After conducting extensive research with over 100 clients, Seraphine Muthoka deduced the following: ‘the customer doesn’t care if an organisation has a call centre.’ That is, the availability of a call centre within an organisation has zero influence on a customer’s preferences or satisfaction; instead, all the client is concerned with is having his or her issue resolved. This session will thus further detail the findings of the study so you can modify your call centre, cut costs, and drastically change your operations in order to cut costs and focus on the only thing that matters: customer satisfaction.
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Seraphine Muthoka

Customer Contact Centre Director and Leader
K-Rep Bank Limited

2:15 PM REPORTING CALLS FOR BETTER TRANSPARENCY, FOLLOW-UPS, AND ANALYSIS

Hope Waudi, Activation Lead, Cellulant
Call centre managers don’t want – or don’t have the time to read – comprehensive, detailed, and technical reports based on their reps’ calls. As such, fostering a system that provides daily reports that are easy-to-read inclusive of only the most important numbers are vital so that you have a clear understanding of your call centre’s performance. As such, this session will propose the best ways to interpret reports, as well as distinguish among the different reporting systems, so you can better evaluate your call centre’s performance and interactions.
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Hope Waudi

Activation Lead
Cellulant

2:45 PM MANAGING CUSTOMER FRUSTRATION TO REDUCE DISLOYALTY

Lilianne Anyango, Team Leader – Customer Service, Ecom Services Limited
Oftentimes, inbound calls are riddled with frustration and anger; a customer is therefore looking to return a product, cancel a service, or seek a refund. Defusing the situation, therefore, is at the top of call centre manager’s agendas in order to reduce disloyalty and retain business. This session will thus propose and outline the best customer management protocols and response techniques in order to avoid further escalation, improve customer relations, and ultimately reduce disloyalty.
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Lilianne Anyango

Team Leader – Customer Service
Ecom Services Limited

3:15 PM CLOSE OF CONFERENCE