Corporate Award Category. Individual Award Category

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Jacob McKinney
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2 Agenda Introduction Awards Categories Corporate Award Category Individual Award Category Awards Process Awards Nomination and Timeline

3 Introduction Objectives: To identify, recognize and honor distinguished members of the Malaysian Customer Relationship Management and Contact Centre industry whom have with innovation, persistence and focus, taken customer experience to the next level. To recognize best practices in the contact center industry with the aim of increasing customer advocacy thus making Malaysia a recognized leader in customer service and contact centres. 3

4 Introduction What s so special about this year s award? Reward by score ranking (1st, 2 nd and 3 rd Place) Reward by Service Category (Gold, Silver, Bronze and Merit) Benchmark within the Industry Benchmark by Languages (To showcase Malaysia is the best country to provide multilingual support) Face to face interview with judges will be more interactive New award categories will be introduce for better benchmarking 4

5 Awards Categories Award Category 5

6 Awards Categories CCAM Awards Corporate Awards Best In-House Inbound Contact Centre (Under & Above 100 seats) Best In- House Outbound Contact Centre (Under & Above 100 seats) Best Outsourced Inbound Contact Centre (Under & Above 100 seats) Best Outsourced Outbound Contact Centre (Under & Above 100 seats) Best Customer Relationship Management for Contact Centre Awards (Open) Best New Contact Centre(Open) Best New Contact Centre Campaign/Programme (Open) Best Innovative Adoption Award (open) Best Online Support Contact Centre (Open) Best Contact Centre Recruitment & Retention Programme (Open) Best Corporate Social Responsibility Award (Open) Best Social Media for Contact Centre (Open) Best Business/Data Analysis for Contact Centre (Open) Best Contact Centre by Language Award (Open) 6

Awards Categories CCAM Awards Individual Awards Best Contact Centre Professional (over and under 100 seats) Best Tele-marketing Professional (over and under 100 seats) Best Contact Centre Team Leader

7 Awards Categories CCAM Awards Individual Awards Best Contact Centre Professional (over and under 100 seats) Best Tele-marketing Professional (over and under 100 seats) Best Contact Centre Team Leader (over and under 100 seats) Best Contact Centre Manager (over and under 100 seats) Best Head of Contact Centre (Open) Best Contact Centre Trainer (Open) Best Contact Centre Quality Assurance Specialist (Open) Best Contact Centre IT Infrastructure Support Specialist (Open) Best Contact Centre Business & Data Analyst (Open) Best Contact Centre HR Support Specialist (Open) Best Contact Centre Professional Online Support (over and under 100 seats) 7

Awards Categories CCAM Awards Corporate Awards Best In-House Inbound Contact Centre (Under & Above 100 seats) Best In-House Outbound Contact Centre (Under & Above 100 seats) Best Outsourced Inbound

8 Awards Categories CCAM Awards Corporate Awards Best In-House Inbound Contact Centre (Under & Above 100 seats) Best In-House Outbound Contact Centre (Under & Above 100 seats) Best Outsourced Inbound Contact Centre (Under & Above 100 seats) Best Outsourced Outbound Contact Centre (Under & Above 100 seats) Best New Contact Centre Campaign/Programme (Open) Best Online Support Contact Centre (Open) Best Customer Relationship Management for Contact Centre Awards (Open) Best Video of a Contact Centre Employee Engagement (Open) Best New Contact Centre(Open) Best Innovative Adoption Award (open) Best Contact Centre Recruitment & Retention Programme (Open) Best Corporate Social Responsibility Award (Open) Best Social Media for Contact Centre (Open) Best Business/Data Analysis for Contact Centre (Open) Best Contact Centre By Language Award (Open) Individual Awards Best Contact Centre Professional (over and under 100 seats) Best Tele-marketing Professional (over and under 100 seats) Best Contact Centre Team Leader (over and under 100 seats) Best Contact Centre Manager (over and under 100 seats) Best Head of Contact Centre (Open) Best Contact Centre Trainer (Open) Best Contact Centre Quality Assurance Specialist (Open) Best Contact Centre IT Infrastructure Support Specialist (Open) Best Contact Centre Business & Data Analyst (Open) Best Contact Centre HR Support Specialist (Open) Best Contact Centre Professional Online Support (over and under 100 seats) Best of The Best Contact Centre 8

9 Awards Categories - Important Terms Definition Contact Centre: A centre where the predominance of the work done involves handling customer interactions via telephone, , web chat, social media (Omni- Channel). These could be helpdesks, Tele-marketing centres, or service and support centres. Seats: The physical locations with various communication tools and/or desktops. Agents: These are the customer service representatives who are handling the customer interactions in the contact centre. 9

10 Guiding Principle - Corporate Categories In-House Contact Centre Category Outsource Contact Centre Guiding Principles The contact centre is a wholly owned subsidiary of a company or corporation and does not do work for other clients. The contact centre is a separate entity to the company or corporation it s agent represent. Also, includes co-sourced call centres. Inbound Outbound Contact centre whose primary activity is of inbound nature and such contributes at least XXX% of revenue Contact centre whose primary activity is of outbound nature and such contributes at least XXX% of revenue 10

11 Awards Categories Corporate Award Category 11

12 Best Contact Centre In-house & Outsourced Under & Above 100 seats Definition Nomination Guidelines Measuring Criteria This award will be conferred to the contact centre that has demonstrated best in class process, resource management and implemented strategies that is centric to needs of customer and clients. Choice of submitting either in the category of <100 seats or >100 seats Inbound and Outbound to decided by major activity (80% as a thumb rule) HR Process Adopting and managing technology Effectiveness of client centric approach and process Effectiveness of customer centric approach and process Adhere and continuous improvement in service quality 12

13 Awards Categories Corporate Award Category (Open) 13

14 Best New Contact Centre - Corporate Award Category Definition Nomination Guidelines Measuring Criteria This award will be conferred to the contact centre that has demonstrated best in class process, resource management and implemented strategies that is centric to needs of customer and clients. This must be entirely new set up or new business migrated over to current operations Open category that is open to all contact centre that has been in operation for less then 12 months No limit on number of participants HR Process Adopting and managing technology Effectiveness of client centric approach and process Effectiveness of customer centric approach and process Adhere and continuous improvement in service quality 14

15 Best New Contact Centre Campaign/Programme (Open) - Corporate Award Category Definition Nomination Guidelines Measuring Criteria This award will be conferred to the contact centre that has demonstrated best in class process, resource management and implemented strategies that is centric to needs of customer and clients. This must be entirely new campaign/programme has been acquired/set up This is open to all contact centre that has been in operation for less then 12 months No limit on number of participants HR Process Adopting and managing technology Effectiveness of client centric approach and process Effectiveness of customer centric approach and process Adhere and continuous improvement in service quality 15

16 Best Customer Relationship Management for Contact Centre Awards - Corporate Award Category Definition Nomination Guidelines Measuring Criteria Will be presented to the contact centre that has deployed the best customer relationship management processes that have led to significant improvements in customer experience/ revenues for the organization or product line. Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants programme approach/methodology and business alignment Vision and Implementation Program Performance Measurement and overall impact on the business, internal and external stake holders 16

17 Best Video of a Contact Centre - Employee Engagement - Corporate Award Category Definition Nomination Guidelines Measuring Criteria Will be presented to the contact centre that has articulated a best video on their employee engagement in their contact centre in terms of visual effect, the uniqueness of your organisation. Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants Should be current member of CCAM The video must be produced inhouse by the contact centre team and other relevant departments within the same organization. Social responsibility and philanthropy for employees Missions that inspire, attract and give meaning to the sacrifices of work Leadership in the industry and core technologies; Creativity in preparing the video Use of special effects to highlight points 17

18 Corporate Social Responsibility Award - Corporate Award Category Qualifying Criteria The Contact Centre have demonstrated actions of charity, community support or philanthropic activities in order to help and leave an impact on community and social development The Contact Centre of the company should have been involved in these activities Period of assessment is from the 1 st January 2016 to 31 st December

19 Best Innovation\Adoption Contact Centre - Corporate Award Category Definition Nomination Guidelines Measuring Criteria Presented to the centre that present the most effective innovation \adoption in order to enhance the overall customer experience, increase agent efficiency, and improve conditions for the workforce. The innovation or adoption may be via vendor or internal talent. Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants Effectiveness of deployed in meeting business objective Adoption of new innovation/adoption Impact of innovation on customers, agent and organization 19

20 Best Recruitment & Retention in a Contact Centre - Corporate Award Category Definition Nomination Guidelines Measuring Criteria This award will be conferred to the centre who adopted strong HR Recruitment & Retention Strategies to support the business. Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants Innovative HR Policy to deal with the right hiring, talent pool management, compensation packages and on-boarding process. Manage the cost effect on attrition, employee engagement approach and overall culture building process towards a common goal 20

21 Best Social Media for a Contact Centre - Corporate Award Category Definition Nomination Guidelines Measuring Criteria Will be presented to the contact centre that has well established social media program for customer contact. Apart from coverage of various social media channel, the effective usage of deployed social media will also be measured. Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants Breadth and depth of social media channels Interacting through social media channels, Agent skill in Social media Social media guideline program for agent Performance metrics for Social Channels vs. Voice & IVR 21

22 Best Online Support Contact Centre (Open) - Corporate Award Category Definition Nomination Guidelines Measuring Criteria Will be presented to the contact centre that has well established Online support program for customer contact. Apart from Voice channel the effective usage of deployed online support will also be measured. Eg: , webchat, live chat Open category that is open to all contact centre irrespective of the size and nature of business No limit on number of participants Breadth and depth of fully online channels Interacting to customers via non voice channels, Agent skill in typing Social media guideline program for agent Performance metrics for Non voice channels 22

23 Best Contact Centre by Language Award (Open) - Corporate Award Category Definition Nomination Guidelines Measuring Criteria This award will be conferred to the contact centre that has demonstrated best in class process, resource management and implemented strategies that is centric to needs of customer and clients for the following Languages: Mandarin / Cantonese Japanese Korean Thai Indonesia Choice of submitting either in the category of <100 seats or >100 seats Inbound and Outbound to decided by major activity (80% as a thumb rule) HR Process Adopting and managing technology Effectiveness of client centric approach and process Effectiveness of customer centric approach and process Adhere and continuous improvement in service quality 23

24 Awards Categories Awards Structure - Corporate Award Category 24

25 Corporate Award Category CCAM Awards Structure for Corporate Award Categories Corporate Awards First Place Second Place Third Place % 79 70% 69 60% 25

26 Awards Categories Individual Award Category 26

27 Best Contact Centre Professional (under / above 100 seats) Individual Award Category Definition Qualifying Criteria This award will be conferred to the contact centre professionals, who in this capacity for at least 12 months between 1 st January 2017 to 31 st December 2017 The Contact Centre Professionals should primarily deal with handling customer interactions The job titles may include Customer Representative, Customer Service Officer, Helpdesk Analyst, Agent or similar titles 27

Best Contact Centre Telemarketer (under / above 100 seats)- Individual Award Category Definition Qualifying Criteria This award will be conferred to the contact centre telemarketers, who in this

28 Best Contact Centre Telemarketer (under / above 100 seats)- Individual Award Category Definition Qualifying Criteria This award will be conferred to the contact centre telemarketers, who in this capacity for at least 12 months between 1 st January 2017 to 1 st December 2017 The Contact Centre Professionals should primarily deal with handling customer which require sales. The job titles may include Sales Representative, Customer Service Officer, Telemarketer, Agent or similar titles 28

29 Best Contact Centre Team Leader (under / above 100 seats)- Individual Award Category Definition Qualifying Criteria This award will be conferred to the contact centre team leaders, who in this capacity for at least 12 months between 1 st January 2017 to 31 st December 2017 The Team Leader or Supervisor has agents directly reporting to him/her, NOT other Supervisors Should be primarily deal with operations 29

30 Best Contact Centre Manager (under / over 100 seats) Individual Award Category Definition Qualifying Criteria This award will be conferred to contact centre managers, who was in this capacity for at least 12 months between 1 st January 2017 to 31 st of December 2017 The job titles may include Call Centre Manager, Operations Manager, Customer Service Manager, Service Centre Manager or similar For under 100 seats, the Manager may have agents reporting directly in case there are no team leaders For over 100 seats, the Manager should have team leaders or supervisors reporting to him/her, not agents 30

31 Best Head of Contact Centre (open) - Individual Award Category Definition Qualifying Criteria This award will be conferred to the contact centre heads, who in this capacity for at least 12 months between 1 st January 2017 to 31 st December 2017 The job titles may include Head of Contact Centre, Vice President, General Manager, or similar titles The under / over 100 seats rule does not apply as this category is open The Head of Contact Centre should have Contact Centre managers reporting to him/her, not team leaders or supervisors 31

32 Best Contact Centre Support Professional (open) Individual Award Category Trainer Definition Qualifying Criteria This award will be conferred to the contact centre support professionals, who in this capacity for at least 12 months between 1 st January 2017 to 31 st December 2017 The job titles may include trainers, learning and development or similar titles The Contact Centre Support Professionals-Trainer should primarily deal with operations of the Contact Centre, however they DO NOT engage in the handling of actual customer interactions This planning support function encompasses job roles which interact directly with the frontline agents 32

33 Best Contact Centre Support Professional (Open) Individual Award Category Quality Assurance Specialist Definition Qualifying Criteria This award will be conferred to the contact centre support professionals, who in this capacity for at least 12 months between 1 st January 2017 to 31 st December 2017 The job titles may include Transaction Monitor, Quality Assurance Officers, or similar titles The Contact Centre Support Professionals- QA should primarily deal with operations of the Contact Centre, however they DO NOT engage in the handling of actual customer interactions This planning support function encompasses job roles which interact directly with the frontline agents 33

34 Best Contact Centre Support Professional (Open) Individual Award Category IT Infrastructure Support Specialist Definition Qualifying Criteria This award will be conferred to the contact centre support professionals, who in this capacity for at least 12 months between 1 st January 2017 to 31 st December 2017 The job titles may include IT Support, Application Support or similar titles The Contact Centre Support Professionals- IT infrastructure should primarily deal with IT operations assisting operations of the Contact Centre, however they DO NOT engage in the handling of actual customer interactions 34

35 Best Contact Centre Support Professional (Open) Individual Award Category Business & Data Analyst Definition Qualifying Criteria This award will be conferred to the contact centre support professionals, who in this capacity for at least 12 months between 1 st January 2017 to 31 st December 2017 The job titles may include Business Analysts, or similar titles The Contact Centre Support Professionals- Business Analyst should primarily deal with operations of the Contact Centre, however they DO NOT engage in the handling of actual customer interactions 35

36 Best Contact Centre Support Professional (Open) Individual Award Category Human Resources Specialist Definition Qualifying Criteria This award will be conferred to the contact centre support professionals, who in this capacity for at least 12 months between 1 st January 2017 to 31 st December 2017 The job titles may include HR Specialist or similar titles The Contact Centre Support Professionals- Human Resources should primarily deal with operations of the Contact Centre, however they DO NOT engage in the handling of actual customer interactions 36

37 Awards Categories Awards Structure for Individual Award Category 37

38 Individual Award Category CCAM Awards Structure for Individual Award Categories Individual Awards First Place % Second Place 79 70% Third Place 69 60% 38

39 Awards Categories Best of the Best Award Recognising your organisations talent, commitment and contribution in the industry 39

40 Corporate Award Category CCAM Awards Structure for Corporate Award Categories Awards By Industry 40

41 Awards Process Overall Awards Process 41

42 Awards Process Stage 1 Launch Nomination Forms Stage 2 Review Desktop Review of Forms Stage 3 - Judge Site Visits / Interviews Stage 4 - Present Awards Night/Gala Dinner 42

43 Awards Process Stage 1 Launch Enter nomination form Complete template for nominations Await response Stage 2 Review Review of all applications Shortlisting by each category Notify shortlisted candidate 43

44 Awards Process Stage 3 Final round Detailed evaluation of shortlisted candidate PowerPoint Presentation, Site Visits and Interviews Select Winners Stage 4 Present Gala dinner and Awards Presentation Night Post Awards Briefing 44

45 Awards Nomination Nomination Process 45

Awards Nomination Submit completed entry form with full payment (by 28 th May 2018) Email Notification from CCAM Secretariat Complete template for your category submission Submit template &

46 Awards Nomination Submit completed entry form with full payment (by 28 th May 2018) Notification from CCAM Secretariat Complete template for your category submission Submit template & supporting documentation before deadline (28 th May 2018) Entry Fee RM 1200 per entry for Corporate Awards RM 500 per entry for Individual Awards RM 300 Additional for Language Award Entry Format Submit completed template and support documents to the Awards Secretariat. For individual award categories, submit a photo in digital format (JPEG Min 300dpi), company logo (AI format) and your profile in max 100 words to awards2018@ccam.com.my For corporate award categories, submit your corporate logo group photo (JPEG Min 300dpi), and your company profile in max 100 words to awards2018@ccam.com.my 46

47 Awards Process Overall Judging Process 47

48 Awards Process - Role of Judges Stage 1: Desktop Review Stage 2: Final Round Judging Face to Face interview (Individual Category) For Individual Award category, finalists will be given a maximum of 20 minutes for presentation including the Q&A in CCAM Secretariat. Power point presentation should be used as a guide for participant and focus more on Q&A to articulate their own experiences. Stage 3: Final Round Judging with Site Visits Onsite Audit (Corporate Category) For Corporate Category, during the site-visit, company will be given a maximum of 45 minutes for judges to audit the process. 48

49 Awards Timeline High Level Timeline 49

50 Awards Timeline Date Activity 2 nd April 2018 Official Invitation 13 th April 2018 Pre-Awards Briefing 24 th April 2018 Nomination begins 28 th May 2018 Nomination ends 4 th June 2018 Release of access to submission system 5 th July 2018 Submission of completed templates. Submission closes. 19 th July 2018 Desktop judging begins 8 th August 2018 Desktop judging ends 10 th August 2018 Announce results of round one judging 15 th 28 th August 2018 F2F and Onsite round judging begins 29 th September 2018 Awards are presented at the 18 th CCAM Awards & Gala Dinner 11 th October 2018 Post Awards Briefing (Tentative Date) 50

51 Introduction What so special about this year award? Reward by score ranking (1st, 2 nd and 3 rd Place) Reward by Service Category (Gold, Silver, Bronze and Merit) Benchmark within the Industry Benchmark by Languages (To showcase Malaysia is the best country to provide multilingual support) Face to face interview with judges will be more interactive New award categories will be introduce for better benchmarking 51

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Hong Kong Call Centre Association Award Award Launch 4 April 2018

Hong Kong Call Centre Association Award 2018 Award Launch 4 April 2018 Theme Customer. Intimacy 親愛客戶 OBJECTIVES To recognize the best of the best within the contact centre industry in Hong Kong, Macau