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2013 APCCAL EXPO “Keen to Market, Obsess to Customers!!” November 11-13, 2013 CIRC-Korea (Customer Center Industry Research Center-KOREA)

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Presentation on theme: "2013 APCCAL EXPO “Keen to Market, Obsess to Customers!!” November 11-13, 2013 CIRC-Korea (Customer Center Industry Research Center-KOREA)"— Presentation transcript:

1 2013 APCCAL EXPO “Keen to Market, Obsess to Customers!!” November 11-13, 2013 CIRC-Korea (Customer Center Industry Research Center-KOREA)

2 CONTENTS 1. Introduction 2. Overview of 2013 APCCAL EXPO 3. Programs by Date 4. Hotel (Lodging) Information 5. Transportation (Arrivals & Departures) 6. Application for Participation 7. Application for Awards (Trophies)

3 1. Introduction “2013 APCCAL EXPO KOREA! ! Welcome to KOREA ! Dear Leaders, Delegates and Vendors ! This is KJ Cheong, chairman of Korea Callcenter Information Research Center (CIRC- Kore a). It is our great honor to host the 6th APCCAL EXPO. This event will be held from November 11th to 13th in Grand Hilton Convention Centre in Seoul. More than 600 Korean participants along with other 200 delegates from the Asia Pacific countries will be together and share a variety of programs from a half day tour to DMZ and special seminar on call center management, main conference, technology exhibition, gala networking dining, call center site visits, and even enjoy an optional tour of Seoul. Our staff of CIRC-KOREA will do our best to make our domestic and foreign participants an d vendors satisfied. We will provide you with Korean style hospitalities! We look forward to meeting you in Korea this coming November! Chairman of CIRC K.J. Cheong

4 2. OVERVIEW of 2013 APCCAL EXPO-1 AgendaParticipantsMon.(11)Tue.(12)Wed.(13) APCCAL Leaders MeetingAPCCAL LeadersMorning Cultural TourDelegatesAfternoon Special SeminarDelegatesAfternoon APCCAL Conference & EXPODelegatesAll day Gala Dinner NetworkingDelegatesEvening Call Center TourDelegatesAll day Date : Nov. 11 th ~ 13 th (Conference & EXPO will only be held on Nov. 12 th ) Place : Grand Hilton Convention Center 4 th Floor, Hongeun-dong, Seoul, Korea Auspice : APCCAL (Asia Pacific Call Center Association Leaders) Host: CIRC-KOREA(Korea Call Center Information Research Center) Supporting agencies: MOTIE, Korea Tourism Organization, Hyosung ITX, ININ etc.. Participants: Around 800 (Local: 600 and Asia-Pacific area: 200) Agenda 2013 Expo Overview - 2 -

5 - 3 - Programs - Nov. 11 th Date : Nov. 11 th (Mon.) 13:30 ~ 18:00 Place : 3 rd Floor. Grand Hilton Convention Center Diamond Hall Speaker : Brad Cleveland (ICMI Representative) Main Topics: Call & Trunk Forecasting, Staffing and Budgeting in the inbound call center Max Capacity : Approx. 70 Early Reservation Required Date : Nov. 11 th (Mon.) 09:00 ~ 13:00 Place : 2 nd Floor. Grand Hilton Crane Room Participants : APCCAL Leaders Agenda - Next APCCAL EXPO Place - Operational Guidelines Cultural Tour APCCAL Leaders Meeting Date : Nov. 11 th (Mon.) 13:30 ~ 21:00 Place : Seoul, Korea (Gyeongbokgung Palace, Myeong-dong, etc.) Participants : Approx.200 Main Program - Cultural Tour - Shopping & Dinner Special Seminar 2. OVERVIEW of 2013 APCCAL EXPO-2

6 Program – Nov. 12 th, 13 th Gala Dinner Networking APCCAL Conference & Expo Date : Nov. 12 th (Tue.) 08:30 ~ 18:00 Place : 4th Floor. Convention Center, Grand Hilton Major Program - Keynote ( APCCAL Sidney Yuen, ICMI Brad Cleveland) - Panel Discussion - P.M. Session Presentations (Overseas Trends, Management & Strategy, Enabling Services - Exhibitions (All Day) Participants : Approx. 900 ( Korean/APCCAL) Date : Nov. 12 th (Tue.) 18:20 ~ 21:00 Place : 2 nd Floor Grand Hilton Grand Ballroom Major Program - Awarding Ceremony - Dinner & Intl. Networking - Entertainment Participants : Approx. 250 ( Korean/APCCAL) Date : Nov. 13 th (Wed.) 10:00 ~ 17:00 Place : Seoul/Gyeong-Gi Types : 4 different programs Participants : Approx each 3 Centers (4 Groups) - essential to reservations - free lunch will be provided Types of Sites to visit - Public & Private Centers - Outsourcing - Technology Call Center Tours OVERVIEW of 2013 APCCAL EXPO-3

7 Cultural Tour (Nov. 11 th ) 3. Programs by Date-1 AreaTimeAgendaRemark Seoul 13:30 14:00 16:00 18:00 20:00 Guide meeting (Grand Hilton Hotel) Trip to Gyeongbokgung Palace, Namsangol (Village of Korean Traditional House) Myeong-dong Shopping Town Move to dinner place / dinner time Back to Grand ilton Hotel and Dissolution Vehicle: Exclusive bus Date : Nov. 11 th (Mon.) 13:30 ~ 21:00 Place : Seoul, Korea - Gyeongbokgung Palace, Myeong-dong, etc.) Participants : Approx. 200 Program Schedules

8 “Mastering the Heartbeat of Call Center Management: Service Level with Quality” (The call center profession’s most popular seminar is coming to Korea!) This world-renowned seminar has been an industry favorite for over two decades, and for good reason: it covers the skills and knowledge you absolutely, positively must have to run an effective call center. In step-by-step format, Brad Cleveland walks you through principles that will remain with you throughout your career! Topics include: The immutable laws and service dynamics that are part of any call center The 9 planning steps of effective call center management What it takes to accurately forecast, staff and schedule The tradeoffs between service level, agent occupancy, staff and costs How service level and quality are highly interrelated How to apply time-tested management principles to new contact channels How to explain these principles to others in your organization and get them on board. Speaker (Brad Cleveland, ICMI Representative) ▹ Customer Strategy and Management Division Global exchange ▹ Major Clients and Consulting:AMEX, Apple, Coca-Cola, HP, the American / Canadian / German government ▹ The New York Times, The Wall Street Journal For lecture / Consulting / Contributor Special Seminar with Brad Cleveland - (Nov. 11 th ) Date : Nov. 11 th (Mon.) 13:30 ~ 18:00 Place : 3 rd Floor. Diamond Hall, Convention Center, Grand Hilton 3. Programs by Date-2

9 - 7 - Conference & EXPO (Nov. 12 th ) TimeTopic of Speech 08:30 ~ 09:00Registration 09:00 ~ 09:30 Opening Ceremony - Opening Remarks (APCCAL, CIRC) - Congratulatory Speech (Ministry of Commerce, Industry and Energy etc.) - Awarding Ceremony 09:40 ~ 10:20 Keynote 1 - Brad Cleveland (ICMI Representative) “How to Create Customer Obsession in a Contact Center” 10:30 ~ 11:10 Keynote 2 - Sidney Yuen (APCCAL Chairman) “Current Situations, Progress Directions, and Alliance Strategies of Asia Pacific" 11:20 ~ 12:00 Panel Discussion – Trends and best practice of Call Center Markets in Asia - Moderated by one of the association leaders 12:00 ~ 13:10Networking Dinner / Exhibition Visit Date : Nov. 12 th (Tue.) 08:30 ~ 18:00 Place : 4 th Floor. Convention Center Grand Hilton Participants : Approx. 800 ( Korean 600, APCCAL 200) Program 1 3. Programs by Date-3

10 - 8 - Conference & EXPO (Nov. 12 th ) TimeMajor Topic of the Sessions Overseas TrendsManagement & StrategyEnabling Services 13:10 ~ 13:50 How to enter into the Philippines Call Center Market? A story of L&C Customer Center values customer interaction Upgrading a Call Center to CRM Center 14:00 ~ 14:40 The future of Indonesia Call Center Industry Call Center KMS (Knowledge Management System) The Value of Interaction Process Automation 14:50 ~ 15:30 Overview of Malaysian Call Center Markets A Case story of constructing Health Care CRM Customer Center Smart Contact Center 15:30 ~ 16:00Coffee Break &International Networking / Exhibition Visiting 16:00 ~ 16:40 Understanding Call Center Markets of Hong Kong Customer Service Operation Strategy of Slow Growth Period Operational efficiency and technology in the Call Center 16:50 ~ 17:30 How to understand Australian Call Center Industry The Importance of Service Quality and Improvement Strategy Development of enhanced operational measures in customer center – beyond the BSC framework 17:30 ~ 18:00Closing Program 2 3. Programs by Date-4

11 - 9 - Exhibitions (Nov. 12 th ) Nov. 12 th (Tue.) 08:30 ~ 18:00 Place : 4 th Floor. Convention Center Grand Hilton Participants : about 800 (Korean 600, APCCAL 200) Booth scope : 3*3 fifteen booth (for booking) The main exhibition items - Call Center solution (CTI, PBX, IVR) - Call Center other equipment (head set, IP phone) - Software (soft phone, WFMS) - Office furnitures and environmental facilities (Furniture, noise reduction, etc.) - Counselor’s health care products and facilities - Customer Service Training and Consulting Programs - Other company products and image promotion - National public authorities and local governments 3. Programs by Date-5

12 APCCAL Expo ( 전시회 ) Callcenter Visit (Nov. 13 th ) Visit groupTimeOrgnizationSector and key technologies G1G1 10:00 ~ 11:30UBASEOutsourcing Operations 13:30 ~ 15:00SKTelecomTelecom 15:30 ~ 17:00Samsung Fire InsuranceFire Insurance G2G2 10:00 ~ 11:30KTIS(114 Info. Center)Outsourcing/Korea Information Center phone number 13:30 ~ 15:00 Samsung Life Insurance Life Insurance 15:30 ~ 17:00CJ Telenix Call center Operation, Outsourcing G3G3 10:00 ~ 11:30Hyosung ITXOutsourcing 13:30 ~ 15:00KYOBO lifeLife insurance 15:30 ~ 17:00Soeul CITY HALLSeoul citizens call center G4G4 10:00 ~ 11:30MPCOutsourcing 13:30 ~ 15:00 KEB (Korean Exchange Bank) Financial/Bank 15:30 ~ 17:00NEXUS communityTechnology Company(Contact Solution) Date : Nov. 13 th (Wed.) 10:00 ~ 17:00 Place : Seoul/Gyeong-Gi Participants : Approx each, 3 Centers (4 Groups) (Pre-Reservation Required) Sites to visit : Public & Private Center, Outsourcing, Technology 3. Programs by Date-6 * The groups & sites can be changeable.

13 APCCAL Expo ( 전시회 ) Call Center Visit Information (Group 1) TimeOriginationSectorEmployeeCenter info 10:00 ~ 11:30 UBASE Outsourcing Operating total 8,600 visit center 4,300 Representative in Gyeong-Gi Captive Outsourcing, Ebay, Hyundai Card, Samsung, GS Home Shopping, KB Card and call center services outsourcing company operatin g more than 60 13:30 ~ 15:00 SK TelecomTelecom total 2,872 visit center 357 South Korea's largest mobile operator, the call center multi-chan nel (voice, screen ARS services, etc.), providing high- quality services and representing a center of excellence 15:30 ~ 17:00 Samsung Fire Insurance total 1,176 visit center 557 Anycar Services founded in 2002, is the best auto insurance brand in Korea. Based upon honesty and trust, Anycar Service is staffed with 1,100 counselling agents, the largest in Korea and operates 24 hours a day. Anycar Services is also equipped with the most advanced technologies such as IPCC, LBS, and unmaned report systems. At all, Anycar Services propose standard model in call center operations in Korea Programs by Date-7

14 APCCAL Expo ( 전시회 ) Call Center Visit Information (Group 2) TimeOriginationSectorEmployeeCenter info 10:00 ~ 11:30 114Telephone In formation System (KTIS) Outsourcing Operating/ Korea Telephone Info. Center total 9,000 visit center 200 Republic of Korea was the origin of the call center phone number 114 KT customer service center operations since its inception and the Korea Electric Power Corporation, Korea Highway C orporation, the government complaint centers, hospitals, call centers and other outsourcing business is performing. 13:30 ~ 15:00 Samsung Life Insurance Life Insurance total 1,200 visit center 380 Founded in 1997, Sangsung Life Insurance's Call center started as telephone call center, in 2001, the center speciallized the businesses. introducing the first IPCC in Korea, 100% Call Center specilzatized building, realized 95% S/L and 99.8% response rate. 15:30 ~ 17:00 CJ Telenix Call Center Operation, Consulting, Outsourcing, IT management total 2,850 (19 centers) visit center 985 CJ Telenix, founded in 1995, the first home-shopping call center in Korea, is currently processing all the call center business of CJ group. From TV home-shopping, delivery services, wired & wireless telecommunications, food services, entertainment/media, CJ Telenix manages customer interactions, group VOC, construction and consulting of overseas customer centers. Since 2004, CJ Telenix has been ranked as No.1 at NCSI in TV home-shopping business. CJ Telenix also was awarded of presidential awards for operating especially with physically impaired persons Programs by Date-7

15 APCCAL Expo ( 전시회 ) Call Center Visit Information (Group 3) TimeOriginationSectorEmployeeCenter info 10:00 ~ 11:30 Hyosung ITX Outsourcing Operating total : 6,000 Visit center: 2,400 Business Solution providing company, providing busi- nesses a nd customers, to manage the Communication Channel Contact Center Network Infra with a variety of projects and companies th at provides technology to perform as Business IT Service. 13:30 ~ 15:00 KYOBO Life Life Insurancetotal : 800 visit center : 270 Life insurance representatives in Korea, Inbound Customer Service, Outbound, Customer Satisfaction, and perform monito ring tasks. Maintenance services to our customers by providing differentiated customer loyalty ensure strength and contribute to increase the value of the company. 15:30 ~ 17:00 Seoul City Hall Seoul Citizen Cal l Center 524 Seoul Citizens object petition call center. 365 days 24 hours, and three specially commissioned operators operate Seoul 16 s ubordinate agencies, 25 autonom- ous regions, municipalities, Seoul, Apgujeong for bus- iness talks Programs by Date-7

16 APCCAL Expo ( 전시회 ) Call Center Visit Information (Group 4) TimeOriginationSectorEmployeeCenter info 10:00 ~ 11:30 MPC utsourcing Operating Total : 3,600 (5 Centers) visit center: MPC, founded in 1991, has grown to the best enterprises’ marketing partner for enhancing customers’ value. MPC launched business with database marketing and grown to CRM solutions & services, comprehensive marketing solution pr ovider. MPC has accumulated 22 years abundant biz know-how for domestic-first call center outsourcing. 13:30 ~ 15:00 KEBFinancial/Bank780 Korea with the highest quality financial professional call center through Six Sigma projects and maintain the highest quality available. Dedicated to marketing, banking, in bound / outbound, credit card inbound / outbound conducting business 15:30 ~ 17:00 NEXUS Community Technology company (Contact Solution) 92 Contact Center CTI M / W, Cloud Solution, UC (Unified Comm- unications) Solution, EMS (Energy Management System) Solution as expertise in the company's call center. China, (Shanghai, Beijing), Japan (Tokyo) are operated offices i n China as a partner of the SI channel Gransys (Taiwan), IBM China, etc., and SI channel partners in Japan NESIC (NEC Series), CTC, Tsuzuki, etc Programs by Date-7

17 4. Hotel (Lodging) Information-1 Building Type NameGradeCost/per night Distance & others Website M Grand Hilton Hotel (Main Building) 5 Stars Deluxe Single : 217,800 KRW per day (200 USD) *Includes 1 Breakfast ticket Within the Same Building R Grand Hilton Residence Hotel 1)2 bedrooms (2 rooms, 1 Single bed, 1 Double Bed) : 193,600 KRW (180 USD) 2) 3 bedrooms (3 rooms, 2 Single beds, 1 Double Bed) : 242,000 KRW (222 USD) 3) 4 bedrooms (4 rooms, 2 Single beds, 1 Double Bed, 1 Twin Beds) : 290,400 KRW (270 USD) * Exclude Breakfast, * Can add 24,200 KRW (23 USD) per person if necessary About 50m away Can cook by yourselves Can buy items from nearby 24- hour convenient stores Designated Hotel Room Rates may change as the exchange rate of USD. Breakfast at the Residence Hall will be reserved prior to arrival to be guaranteed at that price.

18 Grade5 stars Address353 Yeonhui-ro, Seodaemun-gu, Seoul, , South Korea Distance to Event HallNear by event Hall (Same Building) Distance to Inchon Airport Take the airport expressway to Jayuro road junction and take the inter-city expressway. Exit at Hongje ramp and then make a U-turn at the intersection traffic lights. The Grand Hilton Seoul hotel is located on the right Contact Info Web-pagehttp://www.grandhiltonseoul.com/ Lodging CostDeluxe Single : KRW 217,800 per day (USD 200) *Include 1 Breakfast Reservation Do it Website Directly /index.jhtmlhttp://www.hilton.com/en/hi/groups/personalized/S/SELGRHI-APCCAL /index.jhtml Grand Hilton Hotel Hotel (Lodging) Information-2 Early reservation is essential as November is peak season

19 5/8/2015 Grand Hilton Hotel Residence 4. Hotel (Lodging) Information -3 Room Type 2bedrooms (96m 2 ) (1 Single bed, 1 Double Bed) 3bedrooms (148m 2 ) (2 Single beds, 1 Double Bed) 4bedrooms (182m 2 ) (2 Single beds, 1 Double Bed, 1 Twin Beds) Lodging CostKRW 193,600 (USD 180)KRW 242,000 (USD 222) KRW 290,400 (USD 270) Structure Location, Contact & Reservation is the same as grand Hilton Hotel Exclude Breakfast, may add KRW 24,200 (USD 23) per person Early reservation is recommended as it is high season Reservation Do it Directly “2013 APCCAL EXPO KOREA ATTENDENT” Kellymoon, ~9

20 5/8/2015 INFORMATION OF TRASPORTATION (Airport Bus) 5. Transportations : Arrivals & Departures-1 Bus Time Table (AIRPORT → Grand Hilton) Hour / MinsMON ~ FRISUN & Holidays / 3815 / / 3015 / / 25 / 5310 / / 5102 / 27 / / 5023 / / 5025 / / 4021 / / 30 / 5611 / / 4802 / 25 / / 5020 / / 4020 / / 3818 / / 4318 / / 3815 / / 27 / 5610 / / 5000 / 25 / / 5022/ 50 - Bus Number: Stop station 5B, 12A - The Time Required: around 45 mins - Fare: KW 10,000 (about USD $ 9) -Further more information: The Bus Station Stop Point (Passenger Terminal 1st Floor)

21 5/8/2015 Section Platform Number Estimated travel time Estimated Fare (KW) Remark Standard Taxi 6C4560,000 - ~ additional 20% late night premium. -Receipt issue and Translation is a basic service provided. Prestige Taxi 8C4580,000 -Car Phone Service / No late night premium fee. -Receipt issue and Translation is a basic service provided. -No late night premium fee. The Taxi Stop Point (Passenger Terminal 1st Floor) Notice 1)Above Fares are included Expressway fees. 2) Expressway fees (9,000 Won each way) will be the passenger’s responsibility. 3)The estimated fares are based on no traffic congestion, so the actual rates may vary. INFORMATION OF TRASPORTATION (Airport Taxi) 5. Transportations : Arrivals & Departures

22 6. Application for participation-1 Events Base Fee Over 10 Participants Over 20 Participants Specifics Conference Package (Conference, Customer Center Site Tours, Shopping & Cultural Tour, etc.) USD $270USD $ 150USD $ 100 Conference( Nov.) : Conference Booklets, Luncheon, Exhibition Hall Visit Simultaneous Translations, Souvenirs, CD etc. Cultural Tour( Nov) : Surroundings Of Seoul (Transportation, Tour) Site Tour ( Nov.11) : Call Center visit (3 sites) with Free Lunch Gala DinnerUSD $135USD $ 100USD $ 60 Award Ceremony, Dinner, Cultural Entertainment Special SeminarUSD $225USD $ 200USD $ 150 Seminar Booklets, Certificate of Completion of ICMI- CIRC CCAMC, copy of updated version of the Brad' book Fees for Delegation

23 23 Application Country & Personal Information CountryAssociation Name NamePhone/Mobile SNS address Participant Information NoNameAssociationPosition (individuals) Options to attend (Check below) Preferred Group of Site Visit ① G1 ② G2 ③ G3 ④ G4 Preferred Lodging Type ① M ② R-2beds ③ R-3beds ④ R-4beds) ConferenceGala Dinner Special Seminar 2013 APCCAL EXPO to apply for the above. November To CIRC Preparation Team * please send your application by to 6. Application for participation

24 5/8/ Application for Awards 2013 APCCAL Award (Plaque, Trophy) Application Organization NameKOREA/CIRC Representative/ Ki-Ju, Cheong / Award 1 Award NameBest Outsourcer Awarded CompanyHyosung ITX Plaque Descriptions We award the best outsourcer to Tran cosmos for its reputations and superb performance. Award 2 Award Name Awarded Company Plaque Descriptions Award 3 Award Name Awarded Company Plaque Descriptions Award 4 Award Name Awarded Company Plaque Descriptions As above, we submit "2013 APCCAL Award application. ___ Day ____ Month _____________ (Signed) To Korean Customer Center Industry Research Center (CIRC) * Up to 4 awardees are possible per organization/association. * Essential to submit “Award Name” and “Plaque descriptions” * Must be returned by 27 th of September for proper process to (CIRC Ki-Ju, Cheong : Jane :

25 We will do our best for the success of 2013 APCCAL EXPO KOREA!! Thank You !!!


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