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 \u2018Best Practices for Call Centres\u2019 at The Empire Hotel and Country Club in Jerudong.<\/p>\n
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.<\/p>\n
\u201cThis 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,\u201d said Lim Hong Beng, the General Manager of TelBru\u2019s Strategic Investment unit in his opening remarks.<\/p>\n
\u201cSiPADU 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,\u201d he said.<\/p>\n
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\u2019s Member\u2019s Lounge and Grill.<\/p>\n
S Vishwanathan, an Associated Vice President at the Executive Office of Oman-based IT company Bahwan Cybertek, presented the delegates with a talk on \u201cProfiting from onshore contact centre outsourcing during the recovery (Strategic focus) \u2013 Sustainable domestic contact centre delivery through the economic rebound\u201d.<\/p>\n
Ferry Fibriandani, Director of COPC Asia Pacific Inc, delivered a presentation on \u201cIncreasing customer satisfaction whilst reducing operating costs \u2013 How to deliver an efficient and effective contact centre in a Telco environment\u201d while Jonathan Defensor De Luzuriaga, the Executive Director of the Industry Affairs at the Business Processing Association ofthe Philippines, presented a talk on \u201cGlobal best practices in contact centre operations and metrics management of call centre\u201d.<\/p>\n
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.<\/p>\n
`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.<\/p>\n
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.<\/p>\n
Source:http:\/\/www.brudirect.com\/index.php\/2010030817322\/Local-News\/seminar-on-best-practices-for-call-centres.html<\/p>\n","protected":false},"excerpt":{"rendered":"
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 \u2018Best Practices for Call Centres\u2019 at The Empire Hotel and Country Club in Jerudong. Three international speakers were brought in from Singapore, the Philippines and India to present best … <\/p>\n