Ferry Fibriandani

SiPADU Systems, the ICT solutions integration arm of Telekom Brunei Berhad (TelBru), in cooperation with ICT Leadership and Management (`ILM)Academy yesterday held a one-day forum on ‘Best Practices for Call Centres’ at The Empire Hotel and Country Club in Jerudong.

Three international speakers were brought in from Singapore, the Philippines and India to present best practices adopted by call centres in the US, India and Philippines as well as the benefits of a planned, top driven performance management and the utilisation of a performance scorecard for call centres.

“This event is aimed at providing a wide spectrum of call centre best practices with international industry bench-marking strategies for Contact Centre Services to support both government and corporate organisations,” said Lim Hong Beng, the General Manager of TelBru’s Strategic Investment unit in his opening remarks.

“SiPADU Systems intends to explore the call centre business in Brunei Darussalam to support help desk business functions at SMEs, government departments and ministries. It is entering the business process outsourcing market with a view of creating values that will bring about economic benefits, cost reduction and optimisation of resource allocation given the shortage of ICT talents in the country,” he said.

More than 50 delegates from relevant government agencies, including the Royal Brunei Police Force, the Fire and Rescue Depaitinent and the Department of Electrical Services as well as various companies from the private sector attended the event at the resort’s Member’s Lounge and Grill.

S Vishwanathan, an Associated Vice President at the Executive Office of Oman-based IT company Bahwan Cybertek, presented the delegates with a talk on “Profiting from onshore contact centre outsourcing during the recovery (Strategic focus) – Sustainable domestic contact centre delivery through the economic rebound”.

Ferry Fibriandani, Director of COPC Asia Pacific Inc, delivered a presentation on “Increasing customer satisfaction whilst reducing operating costs – How to deliver an efficient and effective contact centre in a Telco environment” while Jonathan Defensor De Luzuriaga, the Executive Director of the Industry Affairs at the Business Processing Association ofthe Philippines, presented a talk on “Global best practices in contact centre operations and metrics management of call centre”.

SiPADU Systems is a wholly-owned subsidiary of TelBru. Established in 2009, the company focusses on providing a host of end-to-end managed ICT services for corporate and government organisations. Besides providing call centre outsourcing services and solutions, its current initiatives also include the provision of Unified Communications solutions, which involve IP-based communications systems combining voice, video, mobility and data communications into a single, unified solution.

`ILMAcademy is the corporate learning arm of TelBru. Established in 2009, it provides a wide range of workshops and programmes focusing on personal and professional development in areas of ICT Skills and Certifications, self-development, general management and leadership, and sales and customer programmes.

Through collaborations with a global network of consultants, practitioners and trainers, `ILM Academy offers an effective blend oftraining and consultancy services to deliver complete, integrated and holistic solutions to meet corporate and people development needs, which is in line with fulfilling the demands of increasing human capital in the field of ICT in Brunei and the national vision of a knowledge-based society.

Source:http://www.brudirect.com/index.php/2010030817322/Local-News/seminar-on-best-practices-for-call-centres.html