The Power of Partnerships in the Contact Centre Environment

  • February 15, 2012
  • 7:45 AM - 9:00 AM
  • FortisBC Conference Centre, Thurlow Room, 1111 W. Georgia St
  • 2

Registration

  • price includes HST
  • price includes HST

Advance registration and payment is required. Cancellation: 72-hour notice

Registration & Continental Breakfast begins at 7:15am
Registration is closed
The Power of Partnerships
in the Contact Centre
Environment









Contact centres far and wide have faced, or inevitably will face, spikes in call traffic, and this can be attributed to a variety of causes – weather (utilities), advertising and promotions (consumer goods), changes in processes (healthcare), or response to media coverage (government).  Increasing staff and infrastructure takes time and money, and may not be necessary if the call volumes are not sustained.  Regardless of the reasons, you still need to provide quality service and take those calls!  Utilizing an outsourcing partner allows you to overflow those calls and can usually be done in a short time frame, preventing lost revenue and/or customer trust.

Maintaining a partnership of this kind can also be an invaluable aid in times of disaster, or internal telephony challenges – a time when you can re-direct your calls if you are for any reason, not able to handle them internally.

Mary Anne Straw, VP Western Region for TigerTel Canada, will lead the discussion on “The Power of Partnerships in the Contact Centre Environment”. Don’t miss this great opportunity to learn how external partners can enable your organization to maintain service objectives during unanticipated business fluctuations!

This discussion will cover:
  • What types of calls can be outsourced, and when
  • How to choose an outsourcing partner that suits your company culture and needs
  • How to save money and maintain your quality

The presentation will be followed by a Q&A session.




Mary Anne Straw
VP Western Region, TigerTel

Mary Anne has been employed by TigerTel in management roles since 1999 and is currently Vice President, Western Region responsible for overseeing five locations in Alberta and British Columbia. She has served on both the CAM-X and BC Contact Centre Association Boards, and was CAM-X President 2008-2009. She is currently undertaking an Executive MBA through SFU’s Beedie School of Business. Mary Anne’s previous experience was in big box retail management, which makes her an ideal candidate to speak of efficiencies, reducing costs, and improving customer service through outsourcing. Though originally from Montreal, she currently lives in Vancouver, enjoying all the city has to offer.

 









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