European BPO Forum Report - 2014 Edition

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1 2 3 4 5 Our aim is to build an

European strategic bridge.

Together, we create one

accessible contact point for

all the European BPO

players, right in the center of

Europe. This business

platform ensures fertile

ground for partnership

development and knowledge

sharing.

European BPO Forum

brings together both BPO

providers and beneficiaries,

focusing on specific needs

and customized solutions

for both parties. This way

we orchestrate a unified,

niche community,

supporting its evolution and

promoting its values and

accomplishments.

The main conference

areas that we tailored for

you are: People,

Processes & Technology.

These three key elements

cover the complexity of

this multidimensional

business environment,

with all its challenges.

Engaging partnerships.

Acknowledging

operational excellence.

Creating a BPO

knowledge exchange

center.

Maximizing multicultural

perspectives & attributes.

Business networking

& sales leads.

Brand awareness & reputation.

Access to customer insights &

international niche tendencies.

Strategic guidelines & modern

tools.

Access to best practices &

interactive learning.


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1st edition theme: The Customer Relationship Cycle.

The 2014 forum hosted top and middle management

representatives from 11 countries: Belgium,

Austria, Romania, Turkey, Kosovo, Germany,

Poland, Czech Republic, UK, Luxembourg,

Switzerland.

Attending industries in 2014:

outsourcing, IT&C, business

consultancy, banking, automotive,

contact center, finance, transport,

media, training, energy, official

European institutions etc.

PR: 2 press releases.

Newsletter: 15.000 + international

niche business contacts.

Media: banners & articles.

Social Media: reaching over 8200

business fans on

Facebook & LinkedIn.

1 Start Sponsor:

Competence Call Center.

4 Supporting Partners:

Turkcell Global Bilgi;

Aspect Software;

SGS;

Plantronics.

Over 160 online news apparitions

(take overs: PR platforms, BPO

provider platforms, business

magazines, news agencies;

dedicated articles).

8 international media partners.

Date: June 6th 2014.

Conference Venue: Studio 44

der Österreichischen Lotterien,

Rennweg 44, A-1038 Wien.

3 interactive speaking sessions, Q&A.

1 business lunch.

2 coffee & networking breaks.

12 speakers.


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Time to register for business success | Refreshments & Networking

Madalina Vilau | CEO, Marketing Insiders Group

Catalin Victor Arjoca | Minister-Counsellor, Embassy of Romania to Austria

LEADING ORGANIZATIONAL CHANGE

Stefan Arzner | International HR Manager, Raiffeisen Bank International AG

THE MANAGER WHO PREVAILED OVER THE BPO & SHARED SERVICES

FORTHCOMING CHALLENGES

Marcela Stoica | Senior Management Skills Developer, Customer Service School

Stay connected in our inspiration break | Refreshments & Networking Break


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YESTERDAY - TODAY -TOMORROW A TIME ODYSSEY FOR THE CUSTOMER CONTACT

CENTRE IN EUROPE

Vincent Vanden Bossche | General Manager, Call Communications.eu

EN 15838 - POPULAR IMPROVEMENT TOOL IN CCC SECTOR

Krzysztof Gawecki | Lead Auditor, SGS

STOP OUTSOURCING - START SMARTSOURCING

Mihaela Apostoleanu | Director EMEA Premier Support Business Operations, Oracle

Get ready for more insights | Business Lunch


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COMPANIES SHOULD GET RID OF THEIR CALL CENTRE TO IMPROVE THEIR CUSTOMER

SERVICE

Richard Kenny | EMEA Marketing Manager, Plantronics

OMNI CHANNEL CUSTOMER EXPERIENCE - CHANGE OF CONTACT CENTER ROLE AND

TECHNOLOGY

Stefan Jung | Senior Account Executive, Aspect Software

SMART BUSINESS PARTNERING BEYOND BORDERS

Elcin Yazan | International Business Development, Turkcell Global Bilgi

FROM BPO1 TO BPO2 CLIMBING UP THE VALUE CHAIN

Bogdan Herea | CEO & Founder, PITECH+PLUS

Youssef Hautier | Managing Director, Sonic+Pay

Marcela Stoica | Senior Management Skills Developer, Customer Service School.


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Very satisfied/ very important

85%

Satisfied/ important

8%

Neutral 8%

Conference Organization Evaluation

The audience rated the overall conference

organization, choosing one of the following: very

satisfied/very important, satisfied/important,

neutral, dissatisfied/not so important, very

dissatisfied/unimportant.

Note:

Most of the participants stated they would

recommend the forum to business colleagues and

friends (rates from 1 to 5).


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Conference Content Evaluation

The audience rated the conference content

(speaker presentations), choosing one of the

following: very satisfied/very important,

satisfied/important, neutral, dissatisfied/ not

so important, very dissatisfied/unimportant.

Note:

Most of the participants stated they would

recommend the forum to business colleagues

and friends (rates from 1 to 5).

Very satisfied/ important

62%

Satisfied/ important

38%


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Stefan Jung - Senior Account Executive, Aspect Software

“I think this was a great event showing different areas and insights for the current challenges within the BPO industry

across Europe. It was great to exchange actual thoughts and future strategy with counterparts across all functions

including to get new ideas for the own business”.

Daniela Croitoru - Manager Customer Care, Enel Energie Muntenia

“I’d like to congratulate the organizers for this event, the quality of the presentations and speakers’ performance met the

audience expectations. This conference gave the best framework for sharing best practices in this business, the role of

social media, especially as customers’ expectations are very high in terms of quality of services and rapidity in receiving

them “.

Krzysztof Gawecki - Lead auditor, SGS

“Thank you so much, it was an illuminating experience”.

Youssef Hautier - Managing Director, Sonic+Pay

“Execution was flawless, speakers were inspiring and guests insightful”.


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Stefan Arzner - International HR Manager, Raiffeisen Bank International AG

"The European BPO Forum in Vienna was a well organized event held in an excellent location and boasting a highly

interesting and well balanced agenda.“

Richard Kenny - EMEA Marketing Manager, Plantronics

“A really well organised event bringing together a diverse group of speakers. Great insight into the next generation of

customer interactions”

Vincent Vanden Bossche - General Manager, Call Communications.eu

“European BPO Forum edition was the first step of an ambitious initiative which we trust will grow in the following years.

The organizing team is fantastic people to work with. They showed real commitment to the event and no problem was too

big for them. I would not hesitate on recommending them to anyone! Our event was a great success due to them. I can’t

wait for the next edition of it in 2015”.


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Banners & dedicated articles:

• ECCCO

• Call Center Verband Deutschland

• Contact Center Magazine Romania

• MarketingPortal Romania

• Contact Management Magazine Switzerland

• SGS English & Polish Websites

• Adhugger Romania

• 9AM Romania

• Competence Call Center


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SM coverage (8200+):

• Enlightening

• Customer Service School Conferinte,ro

• Plantronics (LinkedIn + Twitter)

• Contact Center Magazine


Other social media platforms:

Marketing Insiders Group

Expo Media

Romanian Contact Center Awards


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Newsletter Exposure (15.000+):

• Call Center Verband Deutschland

• Contact Center Magazine Romania

• Contact Management Magazine Switzerland

• 9AM Romania


Regional Business Network – forum e-mailing (promo

coverage through our strategic partners):

• Germany

• Austria

• Italy

• Poland

• France

• Romania

• Turkey

Mention:

the e-mailing campaign also reached all the European

outsourcing and contact center associations and over 850

niche European outsourcing providers & beneficiaries.


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• triggering marketing greatness since 2004;

• balanced execution fees and impeccable services;

• valuable specialist team from multiple areas of

expertise;

• consumer behavior centered;

• founders of Enlightening Leadership School &

Romanian Contact Center Association;

• various, flexible and complex marketing tools -

360°strategic approach;

• ATL, BTL and TTL competences;

• strong focus on details, proactivity & results;

• part of the Stevie Awards Jury (Sales & Customer

Service Category) for several years;

• over 50 important brands in our client portfolio;

• more than 100 niche business conferences.

With constant evaluation comes progress. No second-

guesses with the future of our partners. Just facts,

solutions and outcome. Welcome to the expert group

that will get you to the leadership headlines!

Experience the new business era.

Marketing Insiders Group easily resembles a MIG:

power, speed, heights, independence, impact.

We gathered the best marketing experts, trainers,

consultants and specialists under one visionary roof,

which opens the business skies.

From idea, to execution and evaluation, M.I.G. exists

to transform simple brands into leading brands, to

create winning strategies and perceptions which

trigger business results, long term stability and

reputation.

.


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THE RIGHT BUSINESS HAPPENINGS

Local & international conferences for multiple business areas.

Experience the reputation revolution. It’s time for a different

approach, the one that takes you away from the crowd.

PASSION WITH STANDARDS

360° integrated marketing services for top brands since 2004.

See how BIG small can be, when it comes to communication

strategy & execution.

.

LEARN TOGETHER. WIN ALONE.

Customized business consulting & training services.

One simple, strategic move can turn everything around.

Access to the right information and tools gives you all you

need to get to the top.

KNOW YOUR BUSINESS

Tailored research programs for business results.

Transparency is everything in every changing business

landscape. Seeing the cracks is not only about evolution, but

about survival.

.


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March 19th

MOBILE ADVERTISING CONGRESS

March 25th - 26th

CUSTOMER CARE CONFERENCE & EXPO

May 7th

FRAUD MANAGEMENT & OPERATIONAL RISK

December 9th CREDIT RISK & DEBT COLLECTION FORUM

FORUM

October 1st

WORKPLACE SAFETY MANAGEMENT FORUM

November 25th CUSTOMER EXPERIENCE

FORUM

November 5th

ROMANIAN RETAIL CONVENTION

October 22nd ENLIGHTENING

March 26th

CONTACT CENTER AWARDS

April 22nd

EUROPEAN BPO CONVENTION


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European BPO Forum Report - 2014 Edition

Business

Transcript of European BPO Forum Report - 2014 Edition