Asia Pacific Summit 2004
The Asia Pacific Contact Center & Strategic Sourcing Summit
June 9-11, 2004 • Loews Coronado Bay Resort • San Diego, California
Sponsors:
eTelecare International | Invest Victoria | TeleDevelopment Services Inc.
Official Publications:
Contact Professional | SITE Selection
Endorsements:
American Teleservices Association | CIAC
Speakers:
Mark Best, Datamonitor; Roger Alan Gloddy, Communications Associates Sales and Marketing; Derek Holley, eTelecare International; Jon E. Kaplan, TeleDevelopment Services; Vasantha "Krish" Krishnakanthan, McKinsey and Company; Punita Pandey, netCustomer, Inc.; Bill Price, Driva Solutions, LLC; Gebhard Rainer, Hyatt International; David L. Ross, ITESA; David Zhou, Vision-X, Inc.
PROGRAM
Wednesday, June 9
Pre-Summit Workshops
Comparative Analysis: Site Selection or Sourcing Strategies
David L. Ross, ITESA
10:00 am - 12:30 pm — Site Selection
When considering offshore locations for their customer service centers or back office operations — whether the case may be a migration or an outsource arrangement — there are a myriad of components and issues to compare and analyze. This requires extensive research, an analytical methodology and effective due diligence streamlined to determine the ideal location/property or partnership that meets with your specific corporate mandate and operational needs. The latest and most innovative solutions that locations are putting forward to meet the needs of the industry have created a highly competitive market. This session will allow you to develop key insights and tools to better analyze and strengthen your objectives, generate a hot short-list and determine which value added incentives will help you to reach your ultimate goal. Using case study examples, our experts will demonstrate the essential research and evaluation models needed to develop a blueprint for successful site selection.
12:30 - 2:00 pm — Pre-Summit networking lunch
2:00 - 4:30 pm — Sourcing Strategies
If you are considering outsourcing, or are already in an outsourcing relationship, you won't want to miss this essential portion of our Pre-Summit Workshops! Learn to develop your sourcing strategy and business model with the essential list of checks and balances to develop your strategic plan. This workshop will take participants through the process of identifying the outsourcing options that should be considered, developing a business case for outsourcing and the detailed process of selecting a strategic partner. The establishment of concise and effective procedures is fundamental to successfully realizing the objectives set forth in the business case. Develop a blueprint for successful partnerships both here and abroad built on accountability, shared goals, robust reporting, mutual respect and effective communications. Learn to manage your outsourcing relationship by setting realistic expectations to ensure a longstanding business life cycle.
6:00 - 9:00 pm — Asia Pacific Contact Center & Strategic Sourcing Summit registration opens
7:00 - 9:00 pm — Welcome cocktail reception
Thursday, June 10
8:00 - 9:00 am — Continental breakfast
9:00 - 10:00 am — Opportunities in Asia Pacific Contact Center Markets to 2008
A Report from Datamonitor
Mark Best, Technology Analyst, Datamonitor
The contact center landscape is changing rapidly and radically, and nowhere is this more evident than in Asia Pac. In order to make inroads into emerging domestic markets and truly capitalize on the offshore opportunities, a great deal of research is needed to compare the separate markets and discover the nuances in each. This session will provide an overview analysis of a number of key markets, including Australia, Japan, India, the Philippines, China, South Korea, New Zealand and Malaysia. The valuable information presented here will help you maximize your global investment strategies by identifying the largest and fastest growing call center markets in Asia Pacific, refine your vertical market strategies by understanding the growth dynamics in key industries, and understand the degree to which the domestic and offshore/nearshore demand will influence the region's growth potential.
10:00 - 10:15 am — Refreshments
10:15 - 11:15 am — Case Study Presentation: Faster, Better, Cheaper — Finding All Three Offshore
Derek Holley, Co Founder eTelecare International
Cost vs. quality is an age-old tradeoff. When it comes to customer care, clients who send their call centers offshore to save money often pay for it with poor service. Today, however, new options are changing the rules. Combining a general discussion with a technical support case study, this presentation shows how clients can screen outsourcers to find the companies that offer high-quality service at affordable prices. The case history will demonstrate how a quality-focused outsourcer can actually deliver lower costs-per-resolution than a price-focused provider while still offering outstanding customer service.
11:15 - 11:30 am — Refreshments
11:30 am - 12:30 pm — Global Processes Architecture
Vasanth Krishnakanthan, Associate Principal, McKinsey & Company
Offshoring and Outsourcing should not be viewed as an opportunistic step to reduce costs, rather an opportunity to redefine the service delivery architecture for an organization. High performing organizations are combining O&O with processes optimizations methods such as lean and six sigma through Global Processes Architecture to achieve new performance limits. This presentation will discuss how Global Processes Architecture provides the target worldwide landscape and development plan for that performance journey.
12:30 - 1:45 pm — Networking lunch
1:45 - 2:45 pm — Outourcing to China: Hewlett Packard — Formula for Success
A Case Study Presentation
David Zhou, Vice President, Vision-X Inc.
David Zhou runs one of the most successful inbound and outbound contact center operations out of China serving U.S. multi-nationals penetrating the U.S. market. In a unique case study presentation, David will share the Hewlett Packard experience as they expanded their market base into China — the lessons learned, good and bad, and the path taken to successfully run their back office operations in this expanding contact center region.
2:45 - 3:00 pm — Refreshments
3:00 - 4:00 pm — Australia — Down Under...Front & Center
A Case Study Presentation
Gebhard Rainer, Vice President, Finance & Technology, Hyatt International
This presentation will discuss Hyatt International's experience in developing and implementing a new approach to managing its customers and back office, taking these activities out of their hotels and putting them into dedicated centers around the globe. The prototype for Asia-Pacific for this new approach was established in a showcase reservations and finance center in Melbourne, Australia.
4:00 - 4:15 pm — Refreshments
4:15 - 5:15 pm — Asia Pacific — The Diversifying Business Community
Roger A. Gloddy, President, Communication Associates Sales & Marketing
This presentation will provide an insightful look at the expanding competitive offerings in the Asia Pacific Region. Newcomers Malaysia and Vietnam are among the locations Roger will highlight as he shares with you his experiences, challenges and ultimate success in setting up offshore operations that are already taking a bite out of market strongholds with competitive offerings and attractive benefits.
5:30 - 7:30 pm — Networking reception
Friday, June 11
8:00 - 9:00 am — Continental breakfast
9:00 - 10:00 am — Where In the World ... Should You Go Next?
Bill Price, President & Founder, Driva Solutions, LLC
Bill will explore and examine the critical issues, challenges and opportunities that are key to the next wave of strategic offshore outsourcing for contact centers and service operations. He will discuss emerging characteristics and trends recently witnessed firsthand that are changing existing perceptions and providing innovative solutions and information tools that are taking operations to new heights in service excellence. Learn how various corporations are successfully establishing a presence in India, Dalian (China) and other Asia Pac countries. Plus, dealing with cultural nuances and tapping capabilities that can help you develop an enhanced perspective and positively impact your decision "where in the world to go next".
10:15 - 11:15 am — India Unbound — How To Do More With Less
Advanced Support Outsourcing — A Case Study
Punita Pandey, President & CEO, NetCustomer
This session will detail strategies on how to deliver world-class enterprise support services through a globally-distributed delivery model. Using a case study with a leading enterprise software company, key lessons learned and insights gained from this successful partnership will be shared. The audience will learn if complex enterprise services can be offshored, risks and rewards for enterprise support outsourcing, and best practices in advanced offshore outsourcing relationships.
11:15 - 11:30 am — Refreshments
11:30 am - 12:30 pm — The Dollars & Sense Behind Offshoring — Current U.S. Outlook Trends For & Against
Jon E. Kaplan, President of TeleDevelopment Service Inc.
With unique insight, wit and magic — yes, magic! — Jon will illuminate the playing field for both those who outsource and the providers of outsourced teleservices. He will discuss the potential pitfalls and opportunities for companies wanting to capitalize on the offshore outsourcing movement, and will then be your facilitator for a lively discussion on how these trends are affecting contact centers and the services industry. Results from this discussion will be examined, tabled and added to an exclusive industry report that will be available only to Summit attendees.
12:30 - 1:45 pm — Networking lunch — U.S. Outlook Trends Discussion
Summation and Final Wrap up!
