Interview Questions for Account Bpo6

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Interview Questions for Account Bpo6 Powered By Docstoc
					                                                                                     


                                                                                                                       th
It’s
 that
 time
 of
 the
 year
 again
 where
 we
 need
 to
 Recognize
 and
 Award
 Industry
 Excellence!
 The 15
Annual BPeSA National BPO African Stars Awards 
 are
 a
 recognised
 and

permanent
feature
on
the
BPO
&
Call
Centre
Sector
Calendar.
This
year
we
have
again
updated
the
categories
to

ensure
inclusivity
and
reflect
the
diverse
industry
we
have
across
our
individuals
and
organisations.




Why enter the BPO Awards



       This is your opportunity to; 



           • Stand out as a Leader in the South African BPO Sector 


           • Benchmark yourself against global best practice 
           • Be exposed to a knowledge base via the judging committee 
        


 


 

The
15th Annual 2010 National BPO Awards
are
open
to
all
BPO
Centres
&
supplier
companies
as
well
as
individuals

within
South
Africa.

The
categories
and
entry
criteria
have
also
taken
into
account
all
input
received
from
the
2009

awards.



The
awards
will
again
be
judged
by
a
single
national
judging
panel
and
a
call
for
judges
has
been
launched.




                                                           





                                                                                                     



The
 National
 Awards
 will
 again
 be
 preceded
 by
 the
 5th
 BPO
 Week
 –
 a
 platform
 of
 networking
 and
 knowledge

sharing
 at
 the
 Annual
 National
 BPeSA
 Conference.
 
 The
 Annual
 Awards
 Gala
 dinner
 will
 take
 place
 the
 20th

November
2010
in
Gauteng.



                                                                                              Proudly brought to you by 
                                                                                                                          
                                                                                                Your BPO Industry Body 
                                                                                                                          
                                                                                            

                                                                                      

                                                                                      

                                                                                                                          
                                                                                                United in BPO 
                                                                                               We can do more 
Award Entry Fee’s
     Regional BPeSA Members;  
     No
charge
(if you are a fully paid up member of any of the BPeSA regional associations, there is no entry fee) 
     Non BPeSA Members; 
     Individual
–
R1,500
excl
VAT

     Main
Category
–
R3,000
excl
VAT


     Emerging
Category
–
R1,500
excl
VAT

                                                                 

                                    To enter the Awards log onto
                                         www.bpesa.org.za
                                     Entry site opens June 2010
                     This could be you ... 
                                                                                            This could be you ... 
                                Fusion Outsourcing ‐                                               Alson Mathee ‐ Aegis 
                                Best Offshore BPO ‘09                                              Coach of the Year 2009 
                        
                                                                      

                                                          Old Mutual – Best SA                                         Justin de Wet  
                                    IBM ‐ Best Non 
                                                                                                                           Biz Works 
                                    English Language –    Customer Service ‘09

                                                                                                            Manager of the Year 2009 
                                    International ‘09                                                    
                                                                                                                                                  

                                                                              

                                
                                             

Process 


   

            

The
 categories
 will
 be
 judged
 against
 the
 pre‐set
 criteria
 incorporating
 &
 recognising
 the
 National
 BPO
 Standards
 –
 SANS
 990

framework.
These
standards
ensure
that
we
all
have
the
same
reference,
calculation
methodologies
and
communicate
the
same

language,
especially
during
the
adjudication
and
interview
stages.

        
1.     Entries –
The
2010
National
BPO
Awards
will
be
opened
and
entries
can
be
submitted
from
June
2010
online
via
the
BPeSA

       website
www.bpesa.org.za.

 
       •        Award queries
–
Mabel
‐
mabel@bpesa.org.za
(Only written enquiries will be accepted and responded to)

2.     Judging Process – in
order
to
ensure
consistency
with
the
judging
process,
all
2010
judges
will
be
contracted
and
enter
into
a

       formal
agreement
which
will
ensure
that
they
are
available
for
all
regions
and
no
substitute
judges
will
be
used.

       a)       Judges
will
establish
3
finalists
per
region
per
category
based
on
scoring,
only
when
an
audited
tie
occurs
will
there
be
a

                fourth
finalist. 
       b) Each
 entry
 needs
 to
 meet
 entry
 requirements
 as
 well
 as
 a
 minimum
 score
 in
 order
 to
 qualify
 for
 short
 listing.
 
 Should

                entries
within
any
category
not
achieve
the
minimum
required
score,
no
award
will
be
awarded
in
that
category.

       c)       No
correspondence
from
any
of
the
regional
/
national
BPeSA
associations,
judges
or
auditors
will
be
entered
into
with

                any
of
the
successful
or
non
successful
award
submissions.

       d) Finalists
 will
 need
 to
 avail
 themselves
 for
 one‐one
 interviews
 with
 the
 judging
 panel,
 short
 listed
 finalists
 will
 be

                interviewed
in
the
month
of
September.

3.     BPO Week and National Awards Dinner –
With
BPeSA
growth
and
alignment
across
the
regions
and
to
save
on
industry

       spend,
only
one
awards
event
will
take
place
–
The
national
BPO
Week
and
Awards
Gala
Dinner
–
no
regional
awards
will

       occur.

All
regional
finalists
will
be
advised
on
their
shortlist
status
and
both
regional
and
national
winners
will
be
announced

       at
the
National
event
in
November.




       2

       

4.     Sponsorship
–
Your
opportunity
to
showcase
your
company
and
brand
‐
contact
–
Traci
Freeman
traci@bpesagauteng.co.za


             



2010 Categories
             INDIVIDUAL CATEGORIES
       1.    LEADER OF THE YEAR 
       2.    MANAGER OF THE YEAR 
       3.    SUPERVISOR OF THE YEAR 
       4.    SALES AGENT OF THE YEAR 
       5.    CUSTOMER SERVICES AGENT OF THE YEAR 
       6.    WORKFORCE PLANNING PROFESSIONAL 
       7.    QUALITY ASSURANCE PROFFESIONAL 
       8.    IT AND INFRASTRUCTURE PROFESSIONAL 
       9.    COACH PROFFESIONAL 
       10.   TRAINER – IN HOUSE 
       11.   TRAINER – OUTSOURCED 
              
             COMPANY ENTRIES
       12.   HR SERVICE PROVIDER ‐ INTERNAL 
       13.   HR SERVICE PROVIDER ‐ OUTSOURCED 
       14.   TRAINING PROVIDER ‐ OUTSOURCED 
       15.   BEST OFFSHORE CUSTOMER SERVICE CENTRE 
       16.   BEST SA CUSTOMER SERVICE CENTRE 
       17.   BEST OUTBOUND CAMPAIGN 
       18.   BEST OFFSHORE BPO CENTER 
       19.   BEST SA BPO CENTER 
       20.   BEST BPO CENTRE ‐ NON ENGLISH LANGUAGES ‐ LOCAL INDIGENOUS 
       21.   BEST BPO CENTRE ‐ NON ENGLISH LANGUAGES ‐ INTERNATIONAL 
       22.   TOP No. OF JOBS CREATED 
       23.   BEST TECHNICAL INNOVATION – INTERNAL 
       24.   BEST TECHNICAL INNOVATION – EXTERNAL 
       25.   BEST NON‐TECHNICAL INNOVATION – INTERNAL 
       26.   BEST NON‐TECHNICAL INNOVATION – EXTERNAL 
       27.   COMMUNITY SPIRIT 
       28.   GREEN AWARD ‐ Environmentalism and Wellness 


     Categories 
     Emerging  Category
 ‐
 companies
 with
 a
 total
 of
 up
 to
 80
 employees
 ‐
 incl.
 temp
 &
 perm
 staff,
 (regardless
 of
 the

     number
of
campaigns).

     Enterprise Category
will
be
for
companies
with
over
80
total
employees
–
incl.
temp
&
perm
staff.


     When
 a
 decision
 is
 taken
 by
 a
 company
 to
 compete
 in
 the
 Emerging
 Category
 ‐
 it
 needs
 to
 be
 done
 consistently

     across
all
entries
by
that
company.


     Individual Categories (covering
all
the
people
awards)
do
not
choose
the
Main
or
Emerging
Category;
this
is
purely

     for
Company
entries.





       3

       

     To enter the Awards log onto
          www.bpesa.org.za
      Entry site opens June 2010




4



INDIVIDUAL ENTRIES
LEADERS
 
    1) LEADER OF THE YEAR – Questions max 4 pages ‐  A4 
ONLINE


         Background


         Entrant

         Company

         Category


         Purpose
of
unit
/
organisation

         Organogram
of
business
unit
indicating

                  No
of
People
reporting

                  Role
reporting


                  Support
areas

 
A
key
leadership
trait
is
the
ability
to
inspire
followership.
In
addition
to
supplying
a
shared
vision
and
direction,

leaders
must
develop
a
relationship
with
the
people
they
inspire
to
follow
them.
The
successful
leadership
relationship

inspires
people
to
become
more
than
they
might
have
been
without
the
relationship.
Following
an
effective
leader,

people
accomplish
and
achieve
more
than
they
may
ever
have
dreamed
possible.



This
award
will
be
given
to
an
industry
individual
who
has
stood
out
from
the
crowd
and
has
made
contributions
of

outstanding
significance
to
the
BPO
sector.

                  

    This
award
will
accept
nominations
or
self
entry

    

        QUESTION
‐


    What
has
this
leader
contributed
to
BPO
in
and
on
behalf
of
South
Africa
over
the
past
twelve
months


 
    2)   MANAGER OF THE YEAR – Questions max 6 page A4 
 
ONLINE


    • Background


         Entrant

         Company

         Category


         Purpose
of
unit

         Organogram
of
business
unit
indicating

                  No
of
People
reporting

                  Role
reporting
to

                  No.
seats
managing


                  Support
areas

                  

Any
person
who
is
currently
employed
as
a
senior
(line‐)
manager
(executive)
or
business
unit
manager
responsible
for

the
operations
in
a
business
processing
centre,
who
has
a
minimum
of
one
uninterrupted
year
in
that
position.
This

award
 is
 given
 to
 a
 person
 who
 manages
 an
 effective
 and
 efficient
 Business
 Processing
 Centre
 that
 supports
 its

customers
and
caters
to
the
needs
of
its
staff
and
support
teams.

Please
 note
 that
 this
 category
 is
 not
 for
 managing
 directors
 and/or
 company
 directors
 except
 where
 the
 entrant
 is

directly
involved
in
operations.

    

    QUESTIONS

    1. KPA
what
are
your
top
5
key
performance
areas,


    5

    

             a. Provide
6
months
results
for
each

    2.   Customer
Services
/
Sales
strategy
and
/or
collections
–
give
example
of
a
your
strategy
which
you

         implemented
which
impacted
on
the
bottom
line

    3.   MIS
/
Finance
(example
OPEX
CAPEX
ROI)
key
What
are
your
key
financial
measures
and
results
against

         measures

    4.   What
budget
control
do
you
have
and
results
against
measures

             a. Overview
your
performance
in
a
recession
environment

    5.   What
people
development
initiatives
have
you
implemented
in
the
past
12
months
to
create
succession

         planning
in
your
organisation


    6.   Overview
your
staff
retention
and
wellness
strategies

    7.   Process
–
Which
standards
have
you
successfully
implemented
and
what
have
been
the
challenges.

    8.   What
process
do
you
follow
to
benchmark
yourself
from
your
competition
in
South
Africa



    3)   SUPERVISOR OF THE YEAR – Questions max 5 page A4 
 
ONLINE


   Background


   Entrant

   Company

   Category


   Purpose
of
unit

        Organogram
of
business
unit
indicating

                 No
of
People
reporting

                 Role
reporting
to

                 No.
seats
managing


                 Support
areas

Any
 person
 who
 is
 currently
 employed
 as
 a
 Supervisor
 or
 Line
 Supervisor
 or
 Team
 Leader
 who
 has
 a
 direct
 line‐
management
responsibility
for
a
workgroup
of
at
least
six
persons
and
has
a
minimum
of
12
months
experience
in
a

supervisory
 role.
 This
 also
 includes
 support
 functions.
 This
 award
 is
 given
 to
 the
 person
 who
 manages
 and
 leads
 a

knowledgeable
and
highly
motivated
team
to
meet
clientele/customer
expectations.


                 

   QUESTIONS

        1. KPA
what
are
your
top
5
key
performance
areas,
Provide
6
months
results
for
each


        2. What
are
you
key
challenges
and
how
have
you
addressed
them

        3. What
people
development
initiatives
have
you
implemented
for
your
team
in
the
past
12
months


        4. What
challenges
have
you
experienced
when
coaching
your
team

        5. What
do
you
do
differently
in
your
team
to
you
motivate
your
team

        6. What
are
your
productivity
targets
and
how
do
you
manage
them

        7. How
does
your
team
perform
relative
to
others
in
the
business
unit


        8. What
achievements
have
you
accomplished
in
the
last
year
for
your
centre





AGENTS / CSR’s
 
    4) SALES AGENT – Questions max 3 page A4 
    ONLINE


       Background


       Entrant

       Company

       Category


       Purpose
of
unit

       How
many
people
in
your
team

       How
many
teams
in
your
centre



    6

    

Any
 person
 who
 is
 currently
 employed
 as
 a
 sales
 agent
 and
 has
 a
 minimum
 of
 12
 months
 work
 experience
 –
 as
 an

agent.
This
award
is
given
to
an
agent
who
continuously
exceeds
their
sales
target
and
is
performing
above
average

compared
to
the
rest
of
the
company.


              Submit
3
calls
of
no
more
than
3
minutes
each.

To
be
loaded
up
as
an
MP3
file

    QUESTIONS

          1. KPA
what
are
your
top
5
key
performance
areas,
Provide
6
months
results
for
each


          2. Indicate
your
results
in
relation
to
your
targets
and
team

          3. What
are
you
key
challenges
and
how
have
you
addressed
them


          4. How
do
you
adapt
your
sales
technique
for
different
customer
types

          5. Which
skills
and
attributes
do
you
believe
make
you
a
successful
sales
agent

 
     5) CUSOMER SERVICE AGENT – Questions max 3 page A4 
ONLINE


         Background


         Entrant

         Company

         Category


         Purpose
of
unit

         How
many
people
in
your
team

         How
many
teams
in
your
centre

Any
person
who
is
currently
employed
as
a
customer
service
agent
and
has
a
minimum
of
12
months
work
experience

–
 as
 an
 agent.
 This
 award
 is
 given
 to
 an
 agent
 who
 actively
 contributes
 to
 the
 success
 of
 the
 team
 by
 providing

consistent
customer
service
excellence.


              Submit
3
calls
of
no
more
than
3
minutes
each.

To
be
loaded
up
as
an
MP3
file

    QUESTIONS

          1. KPA
what
are
your
top
5
key
performance
areas,
Provide
6
months
results
for
each


          2. Indicate
your
results
in
relation
to
your
targets
and
team

          3. What
are
you
key
challenges
and
how
have
you
addressed
them


          4. How
do
you
adapt
your
customer
service
technique
for
different
customer
types?

          5. Which
skills
and
attributes
do
you
believe
make
you
a
successful
customer
service
agent

          6. What
have
you
done
in
the
last
6
months
to
improve
your
customer
service
delivery

    

    


SUPPORT SERVICES
 
6)     WORKFORCE PLANNING PROFESSIONAL  – Questions max 4 pages A4 
ONLINE


       Background


       Entrant

       Company

       Category


       Purpose
of
business
unit

       Your
role
in
the
business


       How
many
people
are
you
responsible
for
scheduling
and
rostering

Any
person
who
is
responsible
for
workforce
planning
and
has
a
minimum
of
one
uninterrupted
years
in
that
position.

This
award
is
given
to
the
Workforce
Planning
Professional
who
provides
outstanding
support
to
the
contact
centre

and/or
business
processing
centre.

                

    QUESTIONS

    1. KPA
what
are
your
top
5
key
performance
areas,
Provide
6
months
results
for
each


    2. Indicate
your
results
in
relation
to
your
centres
performance
metrics


    3. What
are
you
key
challenges
and
how
have
you
addressed
them


    4. How
do
you
adapt
your
planning
techniques
for
different
scenarios
and
resources


    7

    

    5. Which
skills
and
attributes
do
you
believe
make
you
a
successful
work
force
planner

    6. What
have
you
done
in
the
last
12
months
to
improve
your
delivery


    7. How
do
you
research
and
stay
abreast
of
best
practice
within
the
WFP
environment


    

7)      QUALITY ASSURANCE PROFESSIONAL  – Questions max  4 page A4 
 
ONLINE


        Background


        Entrant

        Company

        Category


        Purpose
of
business
unit

        Your
role
in
the
business


        How
many
people
are
you
responsible
for
evaluating
/
assessing?

Any
person
who
is
responsible
for
Quality
Assurance
and
has
a
minimum
of
one
uninterrupted
years
in
that
position.

This
 award
 is
 given
 to
 the
 QA
 Support
 Professional
 who
 provides
 outstanding
 support
 to
 the
 contact
 centre
 and/or

business
processing
centre.



    QUESTIONS

    1. KPA
what
are
your
top
5
key
performance
areas,
Provide
6
months
results
for
each


    2. Indicate
how
you
have
contributed
to
your
centres
success


    3. What
are
you
key
challenges
and
how
have
you
addressed
them


    4. Indicate
where
your
focus
in
managing
quality
lies
and
why

    5. What
do
you
do
with
the
outcomes
of
your
quality
evaluation
process


    6. Which
skills
and
attributes
do
you
believe
make
you
a
successful
quality
assurance
specialist


    7. What
have
you
done
in
the
last
12
months
to
improve
your
QA
skills

    8. How
do
you
research
and
stay
abreast
of
best
practice
within
the
quality
assurance
environment


    9. How
do
you
calibrate
to
ensure
consistency
within
your
business


    

    

8)      IT AND INFRASTRUCTURE PROFESSIONAL  – Questions max 4 pages A4 
ONLINE


        Background


        Entrant

        Company

        Category


        Purpose
of
business
unit

        Your
role
in
the
business
unit

        To
how
many
people
are
you
responsible
for
providing
IT
support?

Any
person
who
is
responsible
for
IT
and
infrastructure
support
and
has
a
minimum
of
one
uninterrupted
years
in
that

position.
This
award
is
given
to
the
IT
and
Infrastructure
Support
Professional
who
provides
outstanding
support
to
the

contact
centre
and/or
business
processing
centre.

                 

    QUESTIONS

    1. KPA
what
are
your
top
5
key
performance
areas,
Provide
6
months
results
for
each


    2. Indicate
how
you
have
contributed
to
your
centres
success


    3. What
are
you
key
challenges
and
how
have
you
addressed
them


    4. How
do
you
prioritise
your
support
for
different
stakeholders
and
/or
scenarios


    5. Which
skills
and
attributes
do
you
believe
make
you
a
successful
IT
support
professional


    6. What
have
you
done
in
the
last
12
months
to
improve
your
IT
skills

    7. How
do
you
research
and
stay
abreast
of
best
practice
within
the
IT
environment





    8

    




    

 
9)      COACH PROFESSIONAL ‐ Questions max 4 pages A4 
ONLINE


        Background


        Entrant

        Company

        Category


        Purpose
of
business
unit

        Your
role
in
the
business


        How
many
people
are
you
responsible
for
coaching?

Any
 person
 who
 is
 responsible
 for
 Coaching
 and
 Mentoring
 and
 has
 a
 minimum
 of
 one
 uninterrupted
 years
 in
 that

position.
 This
 award
 is
 given
 to
 the
 Coaching
 Professional
 who
 provides
 outstanding
 support
 to
 the
 contact
 centre

and/or
business
processing
centre.



    QUESTIONS

    1. KPA
what
are
your
top
3
key
performance
areas,
Provide
6
months
results
for
each


    2. Indicate
how
you
have
contributed
to
your
centres
success


    3. What
are
you
key
challenges
and
how
have
you
addressed
them


    4. How
do
you
vary
your
coaching
style
for
different
scenarios
and
personalities

    5. What
are
the
common
findings
from
your
coaching
sessions
and
what
actions
were
taken
as
a
result
thereof

    6. Which
skills
and
attributes
do
you
believe
make
you
an
effective
coach

    7. What
have
you
done
in
the
last
12
months
to
improve
your
coaching

skills

    8. How
do
you
research
and
stay
abreast
of
best
practice
within
the
coaching
environment







10)      TRAINER – IN HOUSE ‐ – Questions max 6 pages A4 
ONLINE


         Background


         Entrant

         Company

         Category


         Purpose
of
business
unit

         Your
role
in
the
business


         How
many
people
are
you
responsible
for
training?

Any
person
who
is
working
in
a
training
position
as
a
trainer
or
manager
and
has
a
minimum
of
12
months
experience

in
that
position.
This
award
is
given
to
trainer
who
contributes
significantly
to
the
overall
success
of
the
business
by

delivering
exceptional
training
programs
that
especially
drive
and
add
value
to
the
overall
talent
development
strategy

of
the
organisation.
The
trainer
must
be
an
internal
and
fulltime
employed
by
the
organisation.

                  

    QUESTIONS

    

    1. KPA
what
are
your
top
5
key
performance
areas,
Provide
6
months
results
for
each


    2. Indicate
your
results
in
relation
to
your
business
objectives


    3. What
are
you
key
challenges
and
how
have
you
addressed
them


    4. How
do
you
adapt
your
training
technique
for
different
delegates

    5. Which
skills
and
attributes
do
you
believe
make
you
a
successful
skills
facilitator

    6. What
have
you
done
in
the
last
12
months
to
improve
your
training
delivery

    7. Confirm
in
percentage
terms
the
amount
of
time
spent
in
development
versus
delivery
in
the
last
12
months


    8. How
do
you
ensure
and/or
measure
if
your
training
is
carried
out
and
continued
on
the
floor

    9. environment

    10. How
do
you
research
and
stay
abreast
of
best
practice
within
the
learning
and
development
space

    9

    

      





10






    

11)     TRAINER – EXTERNAL / OUTSOURCED ‐ Questions max 6 pages A4 
ONLINE


        Background


        Entrant

        Company

        Category


        Purpose
of
business
unit

        Your
role
in
the
business


        How
many
people
are
you
responsible
for
training?

Any
person
who
is
working
in
a
training
position
as
a
trainer
or
manager
and
has
a
minimum
of
12
months
experience

in
that
position.
This
award
is
given
to
trainer
who
contributes
significantly
to
the
overall
success
of
the
business
by

delivering
exceptional
training
programs
that
especially
drive
and
add
value
to
the
overall
talent
development
strategy

of
the
organisation.
The
trainer
must
be
an
externally
contracted
trainer.

                 

    QUESTIONS

    1. KPA
what
are
your
top
5
key
performance
areas,
Provide
6
months
results
for
each


    2. Indicate
your
results
in
relation
to
your
clients’
business
objectives
and
return
on
investment

    3. What
are
you
key
challenges
and
how
have
you
addressed
them


    4. How
do
you
adapt
your
training
technique
for
different
clients
and
delegates

    5. Which
skills
and
attributes
do
you
believe
make
you
a
successful
developer
and
skills
facilitator

    6. What
have
you
done
in
the
last
12
months
to
improve
your
training
delivery

    7. How
do
you
ensure
and/or
measure
if
your
training
is
carried
out
and
continued
within
the
client
environment

    8. How
do
you
research
and
stay
abreast
of
best
practice
within
the
learning
and
development
space



    





    11

    





COMPANY ENTRIES

TALENT AND HR SERVICE SUPPLIERS
 
12)         HR SERVICE PROVIDER – INTERNAL  – Questions max  6 page A4 
          

          Background

                   Category


                   Company

                   Entrant

                   Role
within
the
business

                   History
of
business
(e.g

employees,
sector,
years
in
business,
location)

                   Nature
of
business


      Any
internal
HR
department
that
delivers
(and
exceeded
other
departments’
expectation)
to
the
specific
needs
of

      these
departments
(i.e.
the
clients)
and
which
HR
solution
has
delivered
qualitative
and
quantifiable
positive

      results
for
the
business
processing
centre
client.


          

      QUESTIONS

          1. What
were
your
key
business
objectives
in
the
past
12
months.

Comment
on
your
results
for
each


          2. Specify
your
internal
and
external
measures
of
customer
satisfaction
and
provide
evidence
of
your
results

          3. Indicate
how
you
benchmark
your
HR
service
and
what
standards
you
have
applied
in
the
past
12
months

          4. What
are
you
key
challenges
and
how
have
you
addressed
them


          5. What
initiatives
have
you
implemented
in
the
past
12
months
to
differentiate
your
HR
offering
from
your

               competitors


          6. How
do
you
research
and
stay
abreast
of
best
practice
within
the
HR
service
profession

          7. How
have
you
successfully
managed
your
internal
client
expectations
and
relationships

          8. As
a
result
of
your
performance
in
the
last
12
months
what
business
enhancements
have
you
achieved

               within
your
business

          9. What
HR
considerations
do
you
foresee
in
your
environment
in
the
next
2
years
and
what
have
you
done

               to
prepare
for
them

               

13)      HR SERVICE PROVIDER – OUTSOURCED ‐ Questions max 6 page A4 
ONLINE


         Background

                Category


                Company

                Entrant

                Role
within
the
business

                History
of
business
(e.g

employees,
sector,
years
in
business,
location)

                Nature
of
business


    Any
HR
service
provider
that
delivers
(and
exceeded
clients’
expectation)
to
the
specific
needs
of
their
clients
and

    which
HR
solution
has
delivered
qualitative
and
quantifiable
positive
results
for
the
business
processing
centre

    client.


         

    QUESTIONS

        1. What
were
your
key
business
objectives
in
the
past
12
months.

Comment
on
your
results
for
each


        2. Specify
your
internal
and
external
measures
of
customer
satisfaction
and
provide
evidence
of
your
results

        3. How
have
you
successfully
managed
your
client
expectations
and
relationships

        4. Indicate
how
you
benchmark
your
HR
service
BOTH
nationally
and
internationally


        5. What
standards
you
have
applied
in
the
past
12
months

      12

      

          6. What
are
you
key
challenges
and
how
have
you
addressed
them


          7. What
initiatives
have
you
implemented
in
the
past
12
months
to
differentiate
your
HR
offering
from
your

              competitors


          8. How
do
you
research
and
stay
abreast
of
best
practice
within
the
HR
service
profession

          9. As
a
result
of
your
performance
in
the
last
12
months
what
business
enhancements
have
you
achieved
for

              your
client

          10. What
have
you
done
in
the
past
12
months
to
develop
leadership
capability
for
the
BPO
sector

          11. What
HR
considerations
do
you
foresee
in
your
environment
in
the
next
2
years
and
what
have
you
done

              to
prepare
for
them

          12. How
is
your
HR
offering
different
from
12
months
ago

              

14)     TRAINING PROVIDER ‐ OUTSOURCED  – Questions max 6 page A4 
ONLINE


        Background

                 Category


                 Company

                 Entrant

                 Role
within
the
business

                 History
of
business
(e.g

employees,
sector,
years
in
business,
location)

                 Nature
of
business


    Any
Training
provider
that
delivers
(and
exceeded
clients’
expectation)
to
the
specific
needs
of
their
clients
and

    which
Training
interaction
/
solution
has
delivered
qualitative
and
quantifiable
positive
results
for
the
business

    processing
centre
client.


    This
award
is
given
to
training
provider
who
contributes
significantly
to
the
overall
success
of
the
business
by

    delivering
exceptional
training
programs
that
especially
drive
and
add
value
to
the
overall
talent
development

    strategy
of
the
organisation.
The
trainer
must
be
an
externally
contracted
trainer.

        

    QUESTIONS

        1. What
were
your
key
business
objectives
in
the
past
12
months.

Comment
on
your
results
for
each


        2. Specify
how
you
measure
the
success
of
your
training
intervention
at
your
client
and
provide
evidence
of

            your
results

        3. How
do
you
show
ROI
to
your
clients

        4. How
have
you
successfully
managed
your
client
expectations
and
relationships

        5. Indicate
how
you
benchmark
your
training
service
both
nationally
and
internationally


        6. What
standards
you
have
applied
in
the
past
12
months

        7. What
are
you
key
challenges
and
how
have
you
addressed
them


        8. What
initiatives
have
you
implemented
in
the
past
12
months
to
differentiate
your
training
offering
from

            your
competitors


        9. How
do
you
research
and
stay
abreast
of
best
practice
within
the
training
and
development
arena


        10. What
have
you
done
in
the
past
12
months
to
develop
leadership
capability
for
the
BPO
sector

        11. How
are
your
training
and
development
offerings
different
from
12
months
ago





    13

    

BPO CENTER ENTRIES
   

15)     BEST OFFSHORE CUSTOMER SERVICE CENTRE  – Questions max 4 pages A4 
ONLINE


        Background

               Category


               Company

               Company
representative

               History
of
business
(e.g.

seats,
sector,
years
in
business,
location)

               Nature
of
business


    Any
centre
whose
offshore
customers
recognize
and
acknowledge
that
centre
that
has
exceeded
their

    expectations.
This
award
is
given
to
the
centre
that
can
clearly
demonstrate
total
dedication
towards
client
and

    customer
service.


        

    QUESTIONS

        1. What
were
your
key
business
objectives
in
the
past
12
months?

Comment
on
your
results
for
each


        2. Specify
your
internal
and
external
measures
of
customer
satisfaction
and
provide
evidence
of
your
results

        3. Indicate
how
you
benchmark
your
customer
service
and
what
standards
you
have
applied
in
the
past
12

           months

        4. What
are
you
key
challenges
and
how
have
you
addressed
them


        5. What
initiatives
have
you
implemented
to
in
the
past
12
months
to
differentiate
yourself
from
you

           competitors


        6. How
do
you
research
and
stay
abreast
of
best
practice
within
the
customer
service
centre
arena

        7. How
have
you
successfully
managed
the
client
expectations
and
relationship

        8. As
a
result
of
your
performance
in
the
last
12
months
what
growth
have
you
experienced
within
your

           business

        9. How
has
your
client
benefited
from
the
offshore
relationship
and
substantiate
with
specific
details.


    

 
16)     BEST SA CUSTOMER SERVICE CENTRE  – Questions max 6 page A4 
ONLINE


        Background

                Category


                Company

                Company
representative

                History
of
business
(e.g.

seats,
sector,
years
in
business,
location)

                Nature
of
business


    Any
local
centre
whose
customers
recognize
and
acknowledge
that
centre
that
has
exceeded
their
expectations.


    This
award
is
given
to
the
centre
that
can
clearly
demonstrate
total
dedication
towards
client
and
customer

    service.


        

    QUESTIONS

        1. What
were
your
key
business
objectives
in
the
past
12
months.

Comment
on
your
results
for
each


        2. Specify
your
internal
and
external
measures
of
customer
satisfaction
and
provide
evidence
of
your
results

        3. Indicate
how
you
benchmark
your
customer
service
and
what
standards
you
have
applied
in
the
past
12

             months

        4. What
are
you
key
challenges
and
how
have
you
addressed
them


        5. What
initiatives
have
you
implemented
to
in
the
past
12
months
to
differentiate
yourself
from
you

             competitors


        6. How
do
you
research
and
stay
abreast
of
best
practice
within
the
customer
service
centre
arena

        7. How
have
you
successfully
managed
your
internal
and
external
clients
expectations
and
relationships

    14

    

          8. As
a
result
of
your
performance
in
the
last
12
months
what
growth
and/or
revenue
have
you
experienced

              within
your
business

          9. How
has
your
company
benefited
from
the
customer
service
centre
over
the
past
12
months
and

              substantiate
with
specific
details.


          10. What
differentiate
you
from
your
competitors
with
respect
to
people
management

    

    

17)     BEST OUTBOUND CAMPAIGN  – Questions max 4 page A4 
ONLINE


        Background

                Category


                Company

                Name
of
Entrant

                Role
of
Entrant

                History
of
campaign
(e.g

seats,
sector,
years
ongoing,
location)

                Nature
of
business


Any
outbound
campaign
executed
on
behalf
of
customers
and/or
business
units.
The
campaign
needs
to
be
completed

and
 have
 taken
 place
 in
 the
 past
 12
 months
 (1st
 June
 2009).
 This
 award
 is
 given
 to
 the
 campaign
 which
 can

demonstrate
 creativity,
 results,
 and
 BPO
 Centre
 integration
 using
 outbound
 communication
 tools
 (i.e.
 telephone,

direct
mail,
e‐mail,
text
messages).


        

    QUESTIONS

        1. What
were
your
key
campaign
objectives
and
provide
the
following
details:


                a. No.
Agents

                b. No
of
dials

                c. No
decision
maker
contacts

                d. No
sales

                e. No
sales
conversions
by
individual
and
team

                f. Customer
service
experience
measurements

                g. Planning
time
for
campaign


                      

        2. Indicate
how
you
benchmark
your
sales
campaign
against
best
practice


        3. What
standards
you
have
applied
in
your
outbound
business
unit
in
the
past
12
months

        4. What
were
your
key
challenges
and
how
did
you
addressed
them


        5. What
initiatives
have
you
implemented
to
in
the
past
12
months
to
differentiate
yourself
from
your

             competitors


        6. How
do
you
research
and
stay
abreast
of
best
practice
within
the
outbound
campaign
arena

        7. How
have
you
successfully
managed
the
client
expectations
and
relationship

        8. As
a
result
of
your
performance
on
this
campaign

what
growth
have
you
experienced
within
your
business

        9. How
has
your
client
benefited
from
this
campaign
and
substantiate
with
specific
details.


             

 
18)      BEST OFFSHORE BUSINESS PROCESSING CENTRE  – Questions max 4 page A4 
ONLINE


         Background

                  Category


                  Company

                  Name
of
entrant

                  History
of
business
(e.g

seats,
sector,
years
in
business,
location)

                  Nature
of
business


    A
centre
that
has
actively
secured
offshore
business
and
is
using
local
skills
and
infrastructure
to
enhance
the

    service
delivery
for
international
business.
This
award
is
given
to
a
centre
that
focus
on
staff
at
all
levels,

    demonstrates
a
commitment
to
the
customer,
and
ensure
that
the
performance
and
objectives
of
the
centre
are

    in
line
with
the
organization's
goals
and
shows
a
clear
regard
for
quality.


         

    15

    

    QUESTIONS

       1. What
were
your
key
business
objectives
in
the
past
12
months.

Comment
on
your
results
for
each


       2. Specify
your
internal
and
external
measures
of
customer
satisfaction
and
provide
evidence
of
your
results

       3. Indicate
how
you
benchmark
your
BPO
centre
and
what
standards
you
have
applied
in
the
past
12
months

       4. What
are
you
key
challenges
and
how
have
you
addressed
them


       5. What
initiatives
have
you
implemented
to
in
the
past
12
months
to
differentiate
yourself
from
you

          competitors


       6. How
do
you
research
and
stay
abreast
of
best
practice
within
the
offshore
BPO
arena

       7. How
have
you
successfully
managed
the
client
expectations
and
relationship

       8. As
a
result
of
your
performance
in
the
last
12
months
what
growth
have
you
experienced
within
your

          business

       9. How
has
your
client
benefited
from
the
offshore
relationship
and
substantiate
with
specific
details.


 
19)     BEST SA BUSINESS PROCESSING CENTRE  – Questions max  4 page A4 
ONLINE


        Background

                 Category


                 Company

                 Name
of
entrant

                 History
of
business
(e.g

seats,
sector,
years
in
business,
location)

                 Nature
of
business


    A
centre
that
has
actively
secured
local
business
and
is
using
local
skills
and
infrastructure
to
enhance
service

    delivery.
This
award
is
given
to
a
centre
that
focus
on
staff
at
all
levels,
demonstrates
a
commitment
to
the

    customer,
and
ensure
that
the
performance
and
objectives
of
the
centre
are
in
line
with
the
organization's
goals

    and
shows
a
clear
regard
for
quality.


        

    QUESTIONS

        1. What
were
your
key
business
objectives
in
the
past
12
months.

Comment
on
your
results
for
each


        2. Specify
your
internal
and
external
measures
of
customer
satisfaction
and
provide
evidence
of
your
results

        3. Indicate
how
you
benchmark
your
business
processing

centre
and
what
standards
you
have
applied
in
the

            past
12
months

        4. What
were
your
key
challenges
and
how
have
you
addressed
them


        5. What
initiatives
have
you
implemented
in
the
past
12
months
to
differentiate
yourself
from
your

            competitors


        6. How
do
you
research
and
stay
abreast
of
best
practice
within
the
business
processing
arena

        7. How
have
you
successfully
managed
the
client
expectations
and
relationship

        8. As
a
result
of
your
performance
in
the
last
12
months
how
have
your
contributed

to
the
growth
of
your

            organisation


        9. Explain
the
ratio
of
automated
versus
manual
processing


        10. What
quality
measurements
do
you
have
in
place
for
your
business
processes



            

20)      BEST BPO CENTER OPEARATING IN NON ENGLISH – LOCAL INDIGENOUS LANGUAGES  
– Questions max 4 page A4 
ONLINE


         Background

                 Category


                 Company

                 Name
of
entrant

                 History
of
business
(e.g
seats,
sector,
years
in
business,
location)

                 Nature
of
business


         

    A
centre
that
services
South
African
official
languages
(do
not
include
English
as
one
of
the
languages).

This
award

    is
given
to
a
centre
that
innovatively
included
non
English
speaking
languages
within
their
centres
based
on
the

    needs
of
their
customers
and
has
shown
production
improvement
and
ROI
in
doing
so.


    16

    

    

    QUESTIONS

       1. What
were
your
key
business
objectives
in
the
past
12
months.

Comment
on
your
results
for
each


       2. Specify
your
internal
and
external
measures
of
customer
satisfaction
and
provide
evidence
of
your
results

       3. Indicate
how
you
benchmark
your
business
processing

centre
and
what
standards
you
have
applied
in
the

           past
12
months

       4. What
were
your
key
challenges
and
how
have
you
addressed
them


       5. What
initiatives
have
you
implemented
in
the
past
12
months
to
differentiate
yourself
from
your

           competitors


       6. Expand
on
your
QA
process

       7. How
do
you
research
and
stay
abreast
of
best
practice
within
the
business
processing
arena

       8. How
have
you
successfully
managed
the
client
expectations
and
relationship

       9. As
a
result
of
your
performance
in
the
last
12
months
how
have
your
contributed

to
the
growth
of
your

           organisation


       10. Explain
the
ratio
of
automated
versus
manual
processing


       11. What
quality
measurements
do
you
have
in
place
for
your
business
processes

       12. At
what
point
does
the
customers
language
get
offered
as
an
option

       13. How
do
you
recruit
and
screen
for
language
capability

       14. Please
provide
impact
on
commercial
performance
of
the
organisation
since
implementing
multiple

           languages

           

21)      BEST BPO CENTRE OPERATING IN NON ENGLISH ‐ INTERNATIONAL LANGUAGES – 
Questions max 4 page A4 
ONLINE


         Background

                  Category


                  Company

                  Name
of
entrant

                  History
of
business
(e.g

seats,
sector,
years
in
business,
location)

                  Nature
of
business


    A
 local
 centre
 that
 services
 international
 non
 English
 speaking
 languages.
 
 This
 award
 is
 given
 to
 a
 centre
 that

    innovatively
included
non
English
speaking
languages
within
their
centres
based
on
the
needs
of
their
customers

    and
has
shown
production
improvement
and
ROI
in
doing
so.


         

    QUESTIONS

    

    What
were
your
key
business
objectives
in
the
past
12
months.

Comment
on
your
results
for
each


         1. Specify
your
internal
and
external
measures
of
customer
satisfaction
and
provide
evidence
of
your
results

         2. Indicate
how
you
benchmark
your
business
processing

centre
and
what
standards
you
have
applied
in
the

              past
12
months

         3. What
were
your
key
challenges
and
how
have
you
addressed
them


         4. What
initiatives
have
you
implemented
in
the
past
12
months
to
differentiate
yourself
from
your

              competitors


         5. How
do
you
research
and
stay
abreast
of
best
practice
within
the
business
processing
arena

         6. Expand
on
your
QA
process

         7. How
have
you
successfully
managed
the
client
expectations
and
relationship

         8. As
a
result
of
your
performance
in
the
last
12
months
how
have
your
contributed

to
the
growth
of
your

              organisation


         9. Explain
the
ratio
of
automated
versus
manual
processing


         10. What
quality
measurements
do
you
have
in
place
for
your
business
processes

         11. How
do
you
recruit
and
screen
for
language
capability

         12. Please
provide
impact
on
commercial
performance
of
the
organisation
since
implementing
multiple

              languages




    17

    






22)    TOP NUMBER OF JOBS CREATED  – Questions max 2 page A4 
ONLINE


       Background

              Category


              Company

              No.
Of
Seats

              History
of
business
(e.g

seats,
sector,
years
in
business,
location)

              Nature
of
business


       

    QUESTIONS

    

          1. How
many
jobs
did
your
BPO
center
create
in
the
past
12
months

                  1. Specify
if
these
are
new
jobs,
or
shift
jobs
(i.e.
a
center
that
was
running
and
has
now
moved

                      either
via
opening
a
new
center
or
outsourcing)

          2. Are
these
jobs
servicing
local
or
international
clients
and
customers

          3. Of
those
jobs
created,
how
many
employees
are
still
employed
within
your
organisation,


                  1. specify
if
these
are
permanent
or
temporary
posts






    18

    

    INNOVATION, CSI & ENVIRONMENT
             

             

23)     BEST TECHNICAL INNOVATION – INTERNAL  – Questions max 4 page A4 
ONLINE


        Background

                Category


                Company

                Name
of
Entrant

                Role
of
Entrant

                Nature
of
business


Any
technical
innovation
by
a
centre
which
has
supported
the
operations
to
overcome
obstacles
with
an
innovative

technical
approach
and/or
method.
The
solution/innovation
must
have
occurred
within
the
past
12
months
(that
is

from
the
1
June
2009).
This
award
is
given
to
the
innovator
that
can
demonstrate
creativity
in
the
use
of
technology
to

enhance
business
performance
and
customer
service.


        

    QUESTIONS

        1. What
were
your
key
objectives
of
the
innovation
and
provide
the
following
details:


                a. Industry
research
to
ensure
innovation

                b. Decision
making
process


                c. Time
to
develop
innovation

                d. Value
add
to
organisation
E.g
process
and
revenue


                e. Project
methodology

                f. Benefits
to


                          i. Customer/client

                         ii. staff

                        iii. Organisation

                        iv. Industry


                    

                    g. ROI


                    h. Sustainability

                    

        2. What
makes
you
initiative
unique
and
innovative

        3. Indicate
how
you
benchmark
your
innovation
against
best
practice


        4. What
standards
you
have
applied
in
your
outbound
business
unit
in
the
past
12
months

        5. What
were
your
key
challenges
and
how
did
you
addressed
them


            

24)        BEST TECHNICAL INNOVATION – EXTERNAL  – Questions max 4 page A4 
ONLINE


           Background

           Category


           Company

           Name
of
Entrant

           Role
of
Entrant

           Nature
of
business


Any
 technical
 innovation
 by
 a
 service
 provider
 which
 has
 supported
 the
 operations
 to
 overcome
 obstacles
 with
 an

innovative
technical
approach
and/or
method.
The
solution/innovation
must
have
occurred
within
the
past
12
months

(that
 is
 from
 the
 1st
 June
 2009).
 This
 award
 is
 given
 to
 the
 innovator
 that
 can
 demonstrate
 creativity
 in
 the
 use
 of

technology
to
enhance
business
performance
and
customer
service.


           

    QUESTIONS

    19

    

          1. What
were
your
key
objectives
of
the
innovation
and
provide
the
following
details:


                 a. Industry
research
to
ensure
innovation

                 b. Decision
making
process


                 c. Time
to
develop
innovation

                 d. Value
add
to
organisation
E.g
process
and
revenue


                 e. Project
methodology

                 f. Benefits
to


                          i. Customer/client

                         ii. staff

                        iii. Organisation

                        iv. Industry


                     

                     g. ROI


                     h. Sustainability

                     

          2. What
makes
you
initiative
unique
and
innovative

          3. Indicate
how
you
benchmark
your
innovation
against
best
practice


          4. What
standards
you
have
applied
in
your
outbound
business
unit
in
the
past
12
months

          5. What
were
your
key
challenges
and
how
did
you
addressed
them


             

25)     BEST NON TECHNICAL INNOVATION – INTERNAL  – Questions max 4 page A4 
ONLINE


        Background

                   Category


                   Company

                   Name
of
Entrant

                   Role
of
Entrant

                   Nature
of
business


Any
 non‐technical
 innovation
 by
 a
 centre
 which
 has
 supported
 the
 operations
 to
 overcome
 obstacles
 with
 an

innovative
approach
and/or
method.
The
solution/innovation
must
have
occurred
within
the
past
12
months
(that
is

from
 the
 1st
 of
 June
 2009).
 This
 award
 is
 given
 to
 the
 innovator
 that
 can
 demonstrate
 non‐technical
 creativity
 to

enhance
business
performance
and
customer
service.




    QUESTIONS

        1. What
were
your
key
objectives
of
the
innovation
and
provide
the
following
details:


                   a. Industry
research
to
ensure
innovation

                   b. Decision
making
process


                   c. Time
to
develop
innovation

                   d. Value
add
to
organisation
E.g
process
and
revenue


                   e. Project
methodology

                   f. Benefits
to


                             i. Customer/client

                            ii. staff

                           iii. Organisation

                           iv. Industry


                       

                       g. ROI


                       h. Sustainability

                       

        2. What
makes
you
initiative
unique
and
innovative

        3. Indicate
how
you
benchmark
your
innovation
against
best
practice


        4. What
standards
you
have
applied
in
your
outbound
business
unit
in
the
past
12
months

        5. What
were
your
key
challenges
and
how
did
you
addressed
them


    



    20

    




    

26)     BEST NON TECHNICAL INNOVATION – EXTERNAL  – Questions max 4 page A4 
ONLINE


        Background

                  Category


                  Company

                  Name
of
Entrant

                  Role
of
Entrant

                  Nature
of
business


Any
non‐technical
innovation
by
a
service
provider
which
has
supported
the
operations
to
overcome
obstacles
with
an

innovative
approach/method.
The
solution/innovation
must
have
occurred
within
the
past
12
months
(from
the
1st
of

June
 2009).
 This
 award
 is
 given
 to
 the
 innovator
 that
 can
 demonstrate
 non‐technical
 creativity
 to
 enhance
 business

performance
and
customer
service.


        

    QUESTIONS

        1. What
were
your
key
objectives
of
the
innovation
and
provide
the
following
details:


                 a. Industry
research
to
ensure
innovation

                 b. Decision
making
process


                 c. Time
to
develop
innovation

                 d. Value
add
to
organisation
E.g
process
and
revenue


                 e. Project
methodology

                 f. Benefits
to


                            i. Customer/client

                           ii. staff

                          iii. Organisation

                          iv. Industry


                      

                      g. ROI


                      h. Sustainability

                      

        2. What
makes
you
initiative
unique
and
innovative

        3. Indicate
how
you
benchmark
your
innovation
against
best
practice


        4. What
standards
you
have
applied
in
your
outbound
business
unit
in
the
past
12
months

        5. What
were
your
key
challenges
and
how
did
you
addressed
them


             

27)     COMMUNITY SPIRIT  – Questions max 6 page A4 
ONLINE


        Background

                  Category


                  Company

                  Company
representative

                  History
of
business
(e.g

seats,
sector,
years
in
business,
location)

                  Nature
of
business


                  Role
of
entrant



    QUESTIONS

        1. What
were
your
key
objectives
of
the
CSI
and
provide
the
following
details:


                 a. The
key
drivers

                 b. The
history
and
development
of
the
CSI
initiative


                 c. %
resource
involved

                 d. %
paid
vs
volunteers

                 e. Personal
time
vs
company
time

                 f. Demographic
of
beneficiaries

    21

    

                  g. Sustainability

                  h. What
%
of
your
net
profit
is
spent
on
this
initiative

                  i. What
are
the
short
and
long
term
benefits
to
the
community


                      

         2.   Who
was
involved
in
the
decision
and
what
processes
was
followed
in
the
implementation
thereof


         3.   Explain
to
what
extent
the
CSI
initiative
is
part
of
your
core
business
as
opposed
to
solely
for
benefit
of

              community

         4.   What
were
your
key
challenges
and
how
did
you
addressed
them


         5.   What
was
the
communities
responses
to
the
initiative
relative
to
their
expectations

   

   

    28)           GREEN AWARD ‐ Environmentalism and Wellness – Questions max 6 page A4 
         ONLINE


                Background

                       Category


                       Company

                       Company
representative

                       History
of
business
(e.g

seats,
sector,
years
in
business,
location)

                       Nature
of
business


                       Role
of
entrant

   

Purpose and Entry Criteria 
   This
award
is
given
to
any
company
that
tables
the
most
credible,
thorough
and
practical
plan
or
policy
showing
its

       commitment
to
recycling,
energy
efficiency
and
carbon
emission
reduction
and
has
incorporated
staff
wellness

       programmes
to
enhance
staff
wellness,
productivity
and
staff
retention
within
their
organisation.

    
   Submission Criteria


   • All
entrants
must
submit
5
A4
pages
(maximum)
including
the
following
information:
  
   • Highlight
your
centres
environmentalism
interactions

   • Expand
on
your
companies
‘carbon footprint’
and
how
this
is
measured
–
show
your
score

   • How
has
your
company
become
more
Energy
Efficient?

   • Expand
on
your
companies
recycling
policy?

   • Expand
on
staff
education,
communication
and
participation
relating
to
your
‘Green Campaign’

   • Highlight
your
staffs
wellness
programmes
how
this
benefits
the
staff
and
customers

   • Expand
on
how
the
staff
have
interacted
with
the
wellness
program

   • Which
category
of
staff
qualifies
for
each
level
of
the
wellness
program
and
at
what
cost
to
the
staff
member.

   • What
is
the
take
up
and
success
of
your
Wellness
program
by
both
permanent
and
temporary
staff

                                                               

     Submission
could
be
made
by
the
business
processing
centre
or
by
an
external
service
provider
with
permission

         from
the
client
or
a
joint
submission.

Please
specify
how
the
program
interaction
met
and
exceeded
clients’

                           expectation
and
the
significance
it
had
for
staff
within
the
centre.

    
    BPeSA
reserves
the
right
to
call
for
more
information
should
we
deem
it
necessary
during
the
judging
process.

                       The
judges
decision
is
final
and
no
correspondence
will
be
entered
into.

                                                                                                                       
                                                                                           Proudly brought to you by   
                                                                                             Your BPO Industry Body   
                                                                                         
                             
                                                                                   

                                                                                   


                                                                                                                              
                                                                                              United in BPO 
   22

   

                                                                                         We can do more 
   2009 National Award Winners – Will this be you in 2010?




1. AVAYA Manager of the Year                     Justin de Wet            Bizworks
2. AVAYA Supervisor of the Year                  Praveer Seevaparsaid     Aegis South Africa
3.1 Customer Service Agent                       Eloise Tarryn Jacobs     Nedbank
3.2 Sales Agent                                  Jayshree Reddy           O'Keeffe & Swartz
4.1 Trainer -In-House                            Divinia Fernandes Esch   O'Keeffe & Swartz Consultants
4.2 Trainer – Outsourced                         Claire O'Keeffe          The Gijima Training Institute
5.1 Workforce Planning Professional              Eric Schutte             Aegis South Africa
5.2 Best IT &Infrastructure Professional         Mohammed Kajee           Direct Channel Holdings
5.3 KNOWLEDGE EXECUTIVE Best QA Support
Professional                                     Aneshrie Yasar           Nedbank
5.4 Best Support Coach                           Alson Mathe              Aegis South Africa
                                                     

6.1 Offshore Customer Service                    Enterprise               Fusion Outsourcing Services
                                                 Emerging                 Exigent Limited
6.2 BIZWORKS Best SA Customer Service                
                    Old Mutual
7.1 Internal HR                                                           Fusion Outsourcing
7.2 External HR                                      
                    Kelly, a division of the Kelly Group
8. Training Provider Outsourced                  Enterprise               Quest Flexible Staffing Solutions
                                                 Emerging                 Contact Center Dynamics & Distinct Solutions (JV)
9.1 Technical Innovation – Internal                  
                    Metropolitan Health Corporate
9.2 Technical Innovation – External              Enterprise               1Stream
                                                 Emerging                 De Villiers, Bester & Associates CC
10.1 Non Technical Innovation - Internal         Enterprise               Shell Global CSC
                                                 Emerging                 i-Fundi Customer Solutions
10.2 Non Technical Innovation - External                                  Full Circle South Africa
11. MBD Outbound Campaign                            
                    HomeChoice
12. Community Spirit                                                      Kelly, a division of the Kelly Group
13.1 Best BPO Centre - Offshore                  Enterprise               Fusion Outsourcing
                                                 Emerging                 Exigent Group
13.2 Best BPO Centre - SA                                                 Volkswagen
14.2 Best Non English Language - International       
                    IBM South Africa
15. 
Green & Wellness Award                                               Liberty Life




                                                                                                                               




    23

    


				
DOCUMENT INFO
Description: Interview Questions for Account Bpo document sample