In the second of our joint ‘coffee table style’ panel discussions with Contact Centre Panel, we will be asking leading experts in contact centre outsourcing, including outsourcer representatives covering the various geographics, the key questions concerning businesses looking to outsource.
The panel will include Dino Forte, CEO, Ventrica, William Carson, Director of Market Engagement, Ascensos, Robin Hoekstra, CEO, Outworx Contact Centre, as well as our joint host and outsourcing expert Phil Kitchen, Managing Director, Contact Centre Panel.
At the end of the webinar, we’ll hold an in-depth Q&A to help you with any questions or queries you may have on the content and guide you on specific outsourcing challenge
Topic overview
Whether you’re thinking of outsourcing your contact centre or are looking for a new outsource contact centre partner, location is often a consideration. Understanding the advantages and limitations of partnering with an offshore, nearshore or onshore operation can be difficult, particularly if you don’t have the right level of knowledge and understanding. There are many factors that need to be taken into account including regulatory compliance, governance, performance, brand reputation and customer experience.
Expert panel
Dino Forte: CEO, Ventrica
Dino is Founder & CEO of fast-growth customer management outsourcer Ventrica, the partner of choice for numerous ‘blue chip’ brands. With 25 years of experience in building and operating highly successful BPO businesses, he is a customer service fanatic and lover of people and life. Dino is also a builder of teams and a contact centre technology enthusiast who is passionately and genuinely committed to his clients’ success.
Robin Hoekstra: CEO, Outworx Contact Centre
Robin is Co-Founder and CEO of South African based Outworx Contact Centre. He is both an entrepreneur and aninnovative thinker, with a wide range of business experience across GBS, ICT/Telecommunications, Online Marketing, Web Design and Software Development. Robin is also Chairman of BPeSA KwaZulu Natal.
William Carson: Director of Market Engagement at Ascensos
William is Director of Market Engagement at Ascensos, an independent customer management services provider operating in the UK and Europe. Over the past 25 years, he has worked with the world’s leading BPO outsourcers including Concentrix, Teleperformance and SITEL, as consultant and board member. William sits on the Global Sourcing Association Council and is an active member of the UKCCF and the Institute of Direct and Digital Marketing.
Phil Kitchen: Managing Director, Contact Centre Panel
Phil has a deep understanding of the contact centre industry, having worked within it for over 25 years. In 2006, he jointly set up VOICE Marketing Ltd, a successful outbound contact centre, which he sold to Capita Plc in April 2015. Phil set up Contact Centre Panel the same year, to help match businesses with the right telemarketing, call or contact centre partners and then support with the onboarding process. Phil’s working mantra is to provide a ‘safe pair of hands’ – he uses his vast experience, market knowledge and deep operational understanding to consistently deliver against clients’ requirements.
Topics for discussion
- Making the right choice – key considerations
- Building a set of business requirements
- The pros and cons of each outsourcing option
- Strengths and weaknesses of locations
- Non voice and automation
- Options available and their advantages
- Cost, service and risks, what are the baselines
- Regulatory risk (data sovereignty)
- Governance risk
- Performance risk
- How to balance cost, service and risk in today’s operational environment
- Post Covid
- Post BREXIT
- Procurement options
- RFI/RFP
- Long list…short list
