Telemarketing Management Training for Contact Centre Heads - Half-day interactive workshop on how to achieve
higher operational efficiency
Date: Venue: Sponsored by Fee: 23th November, 2007 (Friday) Time: 2:00pm - 6:30pm
6/F Lincoln House, Taikoo Place, Quarry Bay, Hong Kong Awards Applicants / Winners - HKD 1,200 Member: HK$1,800 Non-Member: HK$2,800
(Prices inclusive of lecture and training materials, and coffee break with refreshments)
OBJECTIVES:
To facilitate the participants to identify key success factors of managing a telemarketing operation and share best practices from the expert.
DESCRIPTION:
The half day Telemarketing Workshop provides a highly interactive, experience driven learning environment to reinforce the telemarketing best practice to succeed. A thorough discussion of various key success factors that drive results and operation efficiency will be facilitated by the industry expert. Scenario and case study are integrated into the
workshop so as to reinforce the ability to apply learned strategies into actions. The end result will be more effective telemarketing efforts that lead to higher numbers, shattered quotas and success. KEY TOPICS: Participants in the Telemarketing Workshop will experience/learn to: - Key Success Factors of Telemarketing - People Management in Telemarketing - Telemarketing Processes - Technology used for Telemarketing - Key Drivers for Better Telemarketing Result WHO SHOULD ATTEND: WORKSHOP AGENDA: Heads of Contact Centre, Telemarketing Managers or above 2.00 - 2.30 Registration 2.30 - 3.00 Introduction & Grouping 3.00 - 3.30 Key Success Factors of Telemarketing 3.30 - 3.45 Coffee Break 3.45 - 4.00 Understanding the Key Drivers of Telemarketing 4.00 - 5.00 Walk Through People Management in Telemarketing 5.00 - 6.00 Walk Through Process & Technology Management in Telemarketing 6.00 - 6.30 Q&A Session DURATION: MEDIUM OF INSTRUCTION: 4 Hours Cantonese with English Terminology
Profile of Trainer
Chapman Lam, HKCCA Awards Chairman
Areas of Expertise Chapman is a contact centre expert with over 15 years of experience across a variety of industries including banking, insurance, direct marketing and entertainment. Professional Experience His knowledge has been developed through his time spent with Citibank, Standard Chartered Bank, Next Media, TVB, Card Protection Plan and CIGNA International Corporation. Recent track records include leading 3000+ telemarketing professionals in 8 countries (China, Hong Kong, Taiwan, Korea, Japan, Thailand, Indonesia and New Zealand); generating hundreds of million (USD) revenue per month via Customer Relation Management programs; setting up new contact centres (in-house and outsourced) in Hong Kong and Malaysia, and for Australia markets; developing strategic proposition of contact centre and migrating contact centres from “cost centre” to “profit centre”; and hands-on management of contact centre operation to deliver “wow” service through well-trained and highly motivated workforce, structured processes and cost-effective technology. Education Chapman holds a Master of Science degree in Information System and a Bachelor of Business Administration degree in Management. He is a certified COPC Registered Coordinator. He has been elected as the Executive Committee Member of the Hong Kong Call Centre Association since 2001, and appointed as the Chairman of Hong Kong Call Centre Award for 2007.
[Enrollment Form] Register Now to “Telemarketing Management Training for Contact Centre Heads”
To register via fax or email, please fax this form to (852) 3101-9308 or email to nancy@hkcca.com Contact Person: Name: Company: Address: Tel: Participant: (Participant 1) Name: (Participant 2) Name: (Participant 3) Name: (Participant 4) Name: (Participant 5) Name: Total amount: HK$_____________________ Deadline for Enrollment: 19 November 2007 Payment Method: Cheque please made payable to: “Call Centre Association Limited” To: P.O. Box 30993, Causeway Bay Post Office, Hong Kong (Attention: Ms Yvonne Lau) For enquires, please call Ms Nancy Tsang at (852) 2577-2289 email to nancy@hkcca.com
Terms & Conditions
Participants will receive confirmation email in 3 working days prior to training date. No cancellation will be allowed. Refund is at HKCCA’s discretion. HKCCA reserves all rights to change in venue, time if this proves necessary. Prior notification will be made to participants. In case of black rainstorm warning, typhoon signal No.8 or above hoisted but cancelled before 12:30 pm, workshop will be resumed at 2:30 pm; otherwise, classes will be cancelled and re-scheduled upon further notice.
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About AEGON Direct Marketing Services (ADMS)
AEGON Direct Marketing Services (ADMS) is a member of the AEGON Group1.
ADMS is proactively
responding to changes in consumer preferences and media consumption and has developed a unique Direct Marketing proposition designed to help their business partners meeting their strategic goals and maximizing customer lifetime value. ADMS has partnered with leading companies in industries such as Financial Institutions, Telecom, Retail and Travel Service and provides its business partners with access to its direct marketing competence and capability to support their strategic development. In addition to the operations in US and Europe, ADMS started its Asia Pacific operations in 1998 and has since expanded its presences to eight markets including the Hong Kong operations in 2006. strategies to its various business partners. If you are interested to understand more about our services, please contact us at (852)3655-8228 or visit us at www.adms-asia.com.
1
ADMS Hong Kong
operates as an independent marketing company providing direct marketing expertise and product distribution
AEGON Group (www.aegon.com) was founded in 1844 with its headquarter in The Hague, The Netherlands We are
and is one of the world's largest life insurance groups, ranked by market capitalization and assets. We have presence in more than 20 countries with over 27,500 employees and 30 million customers worldwide. listed on Amsterdam, New York, Tokyo and London stock exchanges with over US$400 billion assets.