Capitalizing on the Accelerated Pace of Global Businesses Outsourcing Services

Thursday, 24 March 2011 10:04  |  James Barton

With the accelerated pace of global businesses’ outsourcing services to developing countries, the Chinese government has realized the importance of "China's Service". The call centre outsourcing industry has arrived at its golden period, and more and more local governments are currently constructing call centre bases.

Organized by Noppen and supported by Nantong Bureau of Commerce and CC-CMM, the 2nd China Call Centre Excellence Summit 2011 was held in Nantong city, soon to be China's "Call Centre City", on the 10-11 March 2011. At the summit over 100 senior officials, presidents, directors, and technical directors from government bodies and industry associations, came together with top-level executives, CRM directors and HR presidents from world famous enterprises both at home and abroad. Experts and industry leaders discussed global service outsourcing trends, the newest industrial policies and technologies for China call centre construction, operation and management and aimed to find the best solution providers.

Zhou Lingqiang, Deputy Director, Nantong Bureau of Commerce opened the conference on day one and presented the audience with an overview of Nantong call centre industry development and the status of the Call Centre City construction. His speech also illustrated the investment environment of the call centre industry in Nantong. Mr. Zhao Xi, Chairman of CC-CMM Organization and Founder and President of CCMWorld Group was Chairman of the summit. Mr. Zhao was presented with a CCC Special Award in 2010 and inducted into the Call Centre Hall of Fame. During the two day conference, Mr. Zhao made excellent comments on each speaker and he also shared his own experience on the latest technology applications and tools in the call centre industry. Mead Johnson Nutrition (China) Ltd commented: “A professional conference, rich in content, we acquired a lot of new information. We hope to attend such a conference again in the future.” Key speaker at the event was Mr. Sidney Yuen, the Chairman of Asia Pacific Contact Centre Association Leaders who made a speech on the top trends in call centre industry development in the Asia Pacific region and the implications. These trends help customer service centres to change their customer care strategies and call centre technologies for future development. Mr. Yuen is a highly experienced facilitator and change-agent across a variety of industries including government and non profits, financial services, manufacturing, healthcare, technology and consulting. He has been conducting business across the Asia Pacific region for over 20 years. Another key speaker was Mr. Jack Yao, Director of Tencent Production Centre. He presented on ‘Crossing the Digital Divide--Strategies for Survival in the Internet Era’. Mr. Yao joined Tencent in 2007having previously worked for MSN. Nantong Gome Co Ltd commented: “The event presented new ideas about the operation of call centres and was very meaningful.”

There were many valuable technology updates revealed at the event. ANHUI USTC iFLYTEK Co Ltd presented on the application value of new generation intelligent voice technology to the call centre industry. Huang Jian, Senior Consultant of Alcatel-Lucent gave an excellent speech on the next generation of financial customer service and active sales-dynamic customer convergence. Michael Zhao from Verint spoke about the impact of 360 WFO and the future of contact centres. In addition, EHANGCOM Inc partners ChannelSOFT and Infobird spoke about multimedia call centre deployment based on the cloud concept. Nantong Gome Co Ltd commented: “A very good forum, combining technology and business, worth attending!” In addition to the most prominent speakers, there were many excellent speeches that received a welcome response from the delegates. These included Mr. Yao Wenzhe, Director of Experian Digital Marketing China, who was the only one to talk about data quality management. His presentation showed customer care managers a new way to manage and update their customer database in the future. Tan Ning, Customer Service Support Director of Shandong Call Centre Industry (Weifang) Base shared with us how to construct a professional contact centre city or industrial park. Ms. Tan has been engaged in call centre operation management for more than 10years, and is very experienced in practical call centre operation. Ctrip commented:“Speaker's presentations were well prepared; hope the event is organized again.”Other notable speakers came from ASK Group China, An-Bang Insurance Group, Fudan University, Teleopti AB, Beijing Datang Telecom Convergence Communications Technology Co Ltd and Devott Co Ltd (Former Chinasourcing). Wyeth Nutrition Co Ltd “Excellent organizer, Noppen performed very well and the eventmade a great contribution to the industry.” Noppen would like to express special thanks to the 2nd China Call Centre Excellence Summit 2011 sponsors; Alcatel Lucent, EHANGCOM, Verint, iFLYTEK, Rsupport and Hundsun for their meaningful contribution to the event. Beijing Datang Telecom Convergence Communications Technology Co Ltd commented: “Thanks for providing us with a platform for networking, was very valuable.”

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