2010 CCAM Awards: Best Contact

Centre Professional (under 100 seats)

Vijaya Ehambaram, 4 August 2010

Contents

• Who am I (where u from, where u study, how did you get to work with call center and how have call center
shaped u personally and professionally)

• Contact Center Organization Chart

• Our 2010 Global Customer Service Direction
• How I Contributed In Achieving The Organization Goals
• My Achievements And Awards
• Why I Deserve This Award (also talk about how you have made an impact to Contact Center industry in
your capacity)

• Testaments Of My Achievements (photos, customer’s compliments, awards, etc)

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Who am I

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Contact Center Organization Chart

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Our 2010 Global Customer Service Direction

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How I Contributed In Achieving The Organization Goals

Loyal Customers Great Service Quality Profitable Network Motivated People

 How do you create  How do you ensure

 How do you display
loyal customer in your
great service quality in
capacity as CSA
your capacity
 How have you
you and your team are
contributed in
motivated, below are
improving revenue examples:
 How have you  High Performance
contributed in Management
managing cost Techniques Training
 What have you done  Coaching / Mentoring
to identify revenue  Timely Motiv 8
potential, etc lah feedback for grade 9
and 10
 Ensure training and
development for
employees
 Know your HIPOs
 EOS actions follow
through and achieve
EOS score of 72 in
2010
 Communication to all
staff minimum once a
month
 Ensure active
leadership is practiced

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My Achievements And Awards

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 sssssssssss

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Why I Deserve This Award

Process Oriented – Understand Operations and Customer Service

processes

Customer Focused – Empathetic, Time Sensitive, Focused

Knowledge, Effective Liaison, Cooperation and Committed to Service
& Quality

Goal Oriented – Maximum Calls, Minimum Idle time, Sales Focused

Self Driven – Initiated & Led the SII Campaign which led to boost in
SII sales

Career Oriented – Pursuing MBA to take up lead roles in Customer

Service

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Testaments Of My Achievements

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 sssssssssss

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 THANK YOU FOR
YOUR ATTENTION

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