Category Archives: Singapore Call Center

Higher Impact Contact Center Services

Be the first to combine Big Data Analytics with in your Contact Center. You get competitive insights from using the Right data and a prediction model to help optimize customer care environments.

Big Data Analytics and Contact Centre services

Big Data Analytics combined with Contact Center Service

A McKinsey study on Building a Data Driven Strategy show that to “…fully exploit data and analytics requires 3 mutually supportive capabilities..”–right data, advanced analytics capabilities and determination to transform the organization.

By engaging our multi-channel (voice, chat, SMS) contact center with over 10 years of experience servicing US, Asian and Australian businesses, you leverage on our vast expertise of managing and engaging with your customer.

By tapping on our skills in business analytics, data center management and Big Data analytics, we can harness the ‘dark data’ from such customer interactions and provide your company with heretofore untapped customer insights.

As an option, we can create predictive models based on mashing your internal data with external data to provide you with a powerful and compelling competitive advantage… or to just optimize business outcomes.

All these for a very reasonable package price.  Minimum term is 6 months and at least 5 agents.  To learn more, talk to our 24×7 online chat operators by clicking at the bottom right corner of our page.

 

Staff Recruitment using IBM’s Watson AI Analytics?

Watson AI Personality Assessment
Watson AI Personality Assessment

IBM just used Watson to analyze a person’s writing style to determine their personality. Their online demonstration page is  https://watson-pi-demo.mybluemix.net/

The science behind this is based on the fact that  “the frequency with which we use certain categories of words can provide clues to personality, thinking style, social connections, and emotional stress. Several researchers found that variations in word usage in writings such as blogs, essays, and tweets can predict aspects of personality (Fast & Funder, 2008; Gill et al., 2009; Golbeck et al., 2011; Hirsh & Peterson, 2009; and Yarkoni, 2010).”

With the analysis provided, companies can theoretically gain a further insight into potential candidates’ personalities and decide whether they are a fit for the company.

 

 

When to Outsource?

People usually think that companies outsource some of their functions to save on money. While this has been true in the early days of outsourcing where companies enjoyed the savings from properly implemented plans, they  have also realised some additional benefits from outsourcing. Generally, when either one or more of the following occurs, it is best you consider Outsourcing as a viable option:

  1. Vacant positions are open for a long time.
    Your HR is facing a dwindling pool of qualified people for the open positions. In a tight labor market, outsourcing lets your HR source from a wider pool of potential star performers. You won’t be limited to hiring from your immediate vicinity.
  2. Uncertainty with Market conditions. 
    Management would like to have a more flexible and nimble operation that is not weighed down by a high fixed headcount. Think: Peak and low seasons. It is nice if you can forecast the future growth of your operations, and maintain your staff, but what happens in a downturn? It is easy to hire, and sadly, hardest to fire/layoff people.  By outsourcing your spillover work, you maintain that flexibility and are relieved of having to lay off extra workforce in low seasons.
  3. Quicker time to Market.
    Sometimes your project/s needs that top talent and you can’t wait to train/develop your in-house talents. Outsourcing enables your company to tap on the expertise and specialization of outsourcing companies in what they do best. Your in-house talents can work beside your outsourcing provider and hopefully, your inhouse talents can absorb the best practices and accelerate their own expertise.
  4. Minimizing Operational Risks.
    Sometimes, it just makes sense to ‘not put all your eggs in one basket’. Outsourcing enables your company to spread your manpower over geographic distances. This makes a lot of sense when the next global pandemic or catastrophe hits your main operating region.

DNC goes into effect on Jan 2, 2014

Starting from 2 January 2014, the Do Not Call (DNC) provisions under the Personal Data Protection Act 2012 (PDPA) generally prohibits organisations from sending certain marketing messages (in the form of voice calls, text or fax messages) to Singapore telephone numbers, including mobile, fixed-line, residential and business numbers, registered with the DNC Registry.

Such marketing messages generally have one or more of the following purposes:

Offer to supply, advertise or promote goods or services;
Advertise/promote suppliers or prospective suppliers of goods or services; or
Supply/advertise/promote land, interests in land or business/investment opportunities.
Whether your organisation is directly sending such marketing messages, causing the message to be sent or authorising another organisation to do so, your organisation has to ensure that such messages are not sent to Singapore telephone numbers registered with the DNC Registry.

– See more at: http://www.pdpc.gov.sg/organisations/do-not-call-registry-your-business#sthash.xPicmr5l.dpuf

2013 Call Center Association of Singapore Symposium

service excellenceThe 2013 CCAS Symposium will be held this year on Sept 4th and 5th, 2013 at the Grand Copthorne Waterfront hotel located at 392 Havelock Road, Singapore.
This year’s theme is “In Pursuit of Excellence”.

Service Excellence is the ability to surprise our customers by going beyond their expectations and creating a ‘unique’ experience and feel for them. The Symposium will show you how the Pursuit of Excellence can be achieved based on the current market and social trends.

Discussions and forums including updates of the latest strategies in the industry will also be conducted.

List Of Speakers:
Anita Bowtell
President
Customer Contact Management Association (CCMA)

Chan Fok Yee
President
Customer Relationship Management and
Contact Centre Association Of Malaysia (CRM & CCAM)

Daniel Ord
Founder & Stratagic Advisor
OmniTouch International

Jay Minnucci
President
Service Agility

Karuna Ramanathan
President
IKMS

Laurent Junique
CEO
Teledirect Pte Ltd

Steven Khor
General Manager
E-Pay (M) Sdn Bhd

Tan Jin Haw
Associate Research Director
Gjk Asia Pte Ltd

Wilson Chua
Managing Director
Futuregen International Pte Ltd

Jun Lau
Director
Lavaworks Pte Ltd

Chris Thomas
Academic Manager, School of Hospitality | Republic Polytechnic
Republic Polytechnic

HK Call Center Study Trip by CCAS

The 2013 CCAS Hong Kong Study Trip will take place on 25 Feb to 1 Mar 13 and the programme consist of site visits to HKCCA Corporate winners and the HKCCA Contact Centre Symposium 2013 – Inspiring Thought Leadership to create Customer Experience which will be held on 28 Feb and 1 Mar 13 in Novotel Citygate Hong Kong and Kau Sai Chau Golf Course. The Study Trip offers a great opportunity to attend pre-conference site tours, keynote presentations, high-level case studies, golf and networking events. Thought-leaders and subject matter experts will present topics in Quality and Customer Experience Management, Multi-Channel Management, Home Agent and Virtual Contact Centre implementation, People management and Social Media management.

This Symposium is focused on the needs of contact center professionals who are dedicated to advancing the profession and elevating the customer experience to centre stage. The Symposium experience encourages professionals to interact and share their knowledge with the ultimate goal of improving industry methodologies thereby improving an organization’s customer satisfaction. This is the contact centre event you just cannot afford to miss.

If you need more information, please do not hesitate to contact Rose at 62266 8228 or email her at rose@ccas.org.sg.

Global Call Answering Service

Go Global with our global numbers and answering serviceIntroducing Global Call Answering Service – a new promotional offering for businesses wanting to go global!

For most companies around the world, whether big or small, the phone is one of the most important means of communication. Having your own virtual phone number which comes with a virtual receptionist could be really beneficial for your company. Here are some of the benefits of having international telephone numbers that are answered by our virtual receptionists:

1. Own More Than One Number: Your business can have more than one number, and the best part is, you can have local numbers in 60 countries. This means that clients from all over the world can contact you without worrying about the toll charges.

2. Low Cost  Virtual Receptionist: Our service comes with an answering service. This means every single call to your international virtual phone number will be attended by your very own virtual receptionist. This means you do not have to hire a full time staff.

3.Make Your Company Seem Larger:  Having local numbers in 60 countries makes your company appear to be much more larger than it is. This is impressive to a global buyer. Even if your business only consists of handful of employees or perhaps even just yourself, you can make it seem like it is large with many different numbers across the several countries.

4. Takes A Way The Need For Pricey Upgrades: If you want to set up many different phone numbers for your office, you will need to spend a lot on PaBX, wiring and communications set up. However, if you use our virtual call center, it eliminates the need to do so. Let us settle everything, from setting up of phone numbers to answering your phone calls.

Service Scope:

We provide global telephone numbers and combine that with our responsive English language answering service for businesses that want to enable their global clients to connect with them without having to pay for expensive toll charges.

You get a dedicated inbound phone number in any one of the 60 countries we currently operate in and route all inbound calls from that number to our call center where our customer service representatives answer them. Think of them as your very own virtual receptionists that answer the calls and email the details of the call to you.

Promotional Details ( Good for 1st 6 months):

  • Setup FeIm interested in Global Call Answering Service. Call me backe: 150.00 SGD
  • Monthly Answering Fee: 50.00 SGD per number(Regular: 200 SGD)
  • Monthly Number Fee: 15.00 SGD per number (Regular: 35.00 SGD)

Coverage: Singapore Office hours Mondays to Fridays from 9am to 7pm. Maximum of 50 calls per plan per month.

Options:

  • 24×7 coverage
  • Call Transfers to 3rd party
  • Mandarin Speakers
  • Higher call volume plans

Note: As this is a pilot program, we will be accepting only a limited number of service engagement on a first come first serve basis.

 

Futuregen to Attend DemoAsia

The first-ever DEMO Asia conference is just weeks away, and we’re excited to announce our panel of speakers and DEMO sages — industry leaders, investors, and CEOs of flourishing start-ups — who will be offering valuable insight to the 70+ Launch and Pitch companies debuting their products and services onstage.

Moderator:
Matt Marshall — Executive Producer, DEMO & Editor-in-Chief, Venturebeat
Keynote Speaker:
Robert Kim — Director (Consumer Infocomm), Media Development Authority, Singapore
Speakers:
Jeff Clavier — Founder of SoftTech VC
Philip Lim Feng — Chief Executive Officer, Exploit Technologies Pte Ltd
Adeo Ressi — Founder Member, TheFunded.com
Michael Yap — Deputy CEO & Executive Director of Interactive Digital Media Programme Office, Media Development Authority, Singapore
Sages:
Zane Adam — Senior Director, Azure Asia, Microsoft
Michel Birnbaum – General Partner, iGlobe
Simone Brunozzi — Technology Evangelist, Amazon Web Services, APAC

Dr. Jeff Chi — Managing Director, Vickers Venture; Partner & VP – Investments, Vickers Capital Group
Michelle Guthrie – JAPAC Director of Strategic Business Development
Rebeca Hwang — Co-founder, Younoodle
Jawed Karim — Co-founder, Youtube
Arnon Kohavi – Founder, Yarden VC
Ed Quek — Director, Platform Strategy, Microsoft
Dr. Gopi Kurup – CEO, Telekom Malaysia
Vinnie Lauria – Co-Founder, Lefora
Antonny Liem — CEO, Merah Putih Incubator
Lim Kuo-yi — CEO Infocomm Investment Pte Ltd
Ni ZhengDong – Founder, CEO, President & Managing Partner Zero2IPO
Guy Proulx — Managing Director, Transpacific IP
Chris Shipley – Founder, Guidewire Group
Jessica Tan — Managing Director, Microsoft Singapore
Albert Tay – Director, Oracle Fusion Middleware, Oracle Corporation, APAC Division
Marc van der Chijs – Founder, Tudou.com
Danny Wilson — Founder & CEO, Pixelmetrix

DEMO Alumni Panel:
Steven Goh — Co-founder & CEO, migg3
Mario Jobbe — Co-founder & COO, Circos
Jerry Kuo — Founder & CEO, Atlas Post
Matthew Roszak — Co-founder, Silkroad Tech


The inaugural DEMO Asia is happening from Wednesday 29 February to Friday 2 March at Matrix@Biopolis, Singapore

Want to be part of this exciting event? Register for the event here.
Use this promo code for a 5% dicsount on your ticket: SGE68S

Gain Useful Insights into Your Call Center

Asterisk based monitoring software

Loway Research has appointed Futuregen to resell and support its highly popular QueueMetric Software in Asia and Pacific region. Queuemetric enables Asterisk based call centers to gain visibility into their agents’ performance.

Main benefits include:

  1. Service levels achieved
  2. Agent KPIs like: Average call handling time total talk time, number of calls taken
  3. Center Performance including call distribution by agent, or by queue
  4. Queue Distribution by hours of the day
  5. Live Dashboard to display real time statistics

What will QueueMetrics do for me?

Operations managers…

  • See a very detailed report of call center activity, down to each call on each queue.
  • Run reports by single queues, or by user-created queue groups, both on inbound and outbound traffic.
  • Listen to recorded calls.
  • See activity statistics and duration by call stage, with daily, hourly (or shorter), weekly breakdowns.
  • Can track calls processed on multiple queues.
  • Measure business targets and conversion rates on a number of industry-standard metrics.
  • Measure agent activity during the day, both on ACD and non-ACD time, with billable and non-billable work times.
  • Excellent configurable security and privacy, on a queue-by-queue basis. All actions can be assigned or revoked on an user-by-user basis.
  • QueueMetrics can be easily setup to support a virtual or multi-tenant call-center.

Team leaders…

  • Very detailed real time call and agent reporting, can be broken down by queue, agent group or location.
  • See agent status and real-time activity.
  • Remotely listen to live calls as they are handled.
  • Watch agent screens remotely through a VNC client.
  • Real-time wallboard mode using a video projector.
  • Restricted “Visitor” mode to allow real-time access to external stakeholders, with optional live call or VNC monitoring.

Agents…

  • Agents can see the calls they’re handling and integrate with external CRM apps, optionally passing data gathered from IVR menus or Caller-ID.
  • Set call status codes (e.g. Sale, Contact?) for all inbound and outbound traffic through the GUI
  • Log-on, log-off, go on pause and set pause reason codes.

IT Managers…

  • Proven, heavy-duty industrial solutions deployed in hundreds of locations worldwide, from 5 to 500 agents – ask for references.
  • Highly scalable – supports Asterisk clusters and can be installed on separate servers.
  • Supports database and flat-file storage.
  • Minimal or no Asterisk interaction to minimize the load on the Asterisk server.
  • No need to patch or modify an existing Asterisk installation.
  • Works with Asterisk’s or third-party call recording and storage components.
  • Easily scriptable through its XML-RPC interface.
  • Auto-configuration from standard Asterisk configuration files.
  • Easy to install and upgrade using the yum package manager.