As the host for the APCCAL EXPO Conference to be held in Singapore, the Contact Centre Association of Singapore (CCAS), headed by its CCAS Chairman, Kenneth Chong, has started preparing for the big event. The APCCAL Expo Conference provides the opportunity for CCAS to invite the Asia Pacific Contact Centre practitioners to recognise the development of Contact Centres. As CCAS is a not for profit organization, Mr Chong would like to thank the sponsors for their continued sponsorship in support of driving awareness and best practices in customer experience delivery within the contact centre industry and across major events such as the CCAS Regional Symposium and Awards including Asia Pacific events such as APCCAL 2015.
The 11th Regional CCAS Symposium in conjunction with APCCAL Conference on 16 & 17 Sep 2015 coincides with the 2015 Formula 1 Singapore Airlines Singapore Grand Prix (F1) period where hotels in Singapore are mostly fully booked and are at its peak prices. While he has managed to secure a reasonable rate at the Hard Rock Hotel at Resorts World Sentosa, he hopes that this will create more drive for the delegates to extend their stay to watch the Singapore Grand Prix.
The theme for the APCCAL Expo Conference held in conjunction with the 11th CCAS Regional Contact Centre Symposium is ‘Customer Centricity’. Over the 2-day event, there will be knowledge and expertise shared by various industry experts. Valuable insights on the Contact Centre industry will also be shared by the APCCAL Leaders during the panel discussion and case studies presented. Booth exhibitions from technology solutions will also showcase the latest technology and products for delegates to have a hands-on experience.
According to Mr Chong, there will be at least 200 symposium participants with 90% contact centre practitioners from different countries. Based on data from the previous year (2014), the symposium event was attended by various groups, 52% of participants come from contact centre management, 37% of executives and 11% is from the specialist and contact centre consultants. Participants are grouped into 3% Technology Provider, Government 16%, 6% Outsourcing Providers, 6% Logistics, 13% of Banking and Finance, 13% Telecommunication, Transportation 9%, 12% and 9% Professional Services Healthcare Services.
APCCAL & Symposium delegates are also invited to an Exclusive Networking Night at S.E.A Aquarium on 16th September at no additional cost. The delegates can network with industry peers over cocktails and buffet dinner overlooking the panoramic view of the marine vista of the Open Ocean.
Exclusive to the APCCAL delegates, they will get to visit two award-winning Singapore contact centres and learn about their best practices to stay at the top of their game. The site visit will be to DBS Bank Limited and Teledirect Pte Ltd (Outsourced Service Provider). This opportunity is given to share experiences among practitioners in the Asia Pacific contact centres.
The closing event of APCCAL Expo Conference is the most awaited award ceremony for the contact centre practitioners from different countries. With the involvement of APCCAL members from Australia, New Zealand, Indonesia, Philippines, Malaysia, Thailand, Taiwan, China, Hong Kong, South Korea and including participants from the award-winning contact centres in Singapore.
The 15th CCAS International Contact Centre Awards will be held in conjunction with the 8th APCCAL Awards. The grandeur gala night will be held on 18th September at the Grand Ballroom of Resorts World Sentosa. This is CCAS’ annual recognition night to recognise the best in the Singapore contact centres. APCCAL member’s organizations and outstanding contact centres from their respective countries will also be recognized during the Gala Dinner.
This year, the APCCAL Leaders will also hold their Annual Meeting in Singapore to discuss the development of the contact centre industry and to deliberate for the upcoming APCCAL Expo 2017.
According to Andi Anugrah, APCCAL Chairman and Chairman of ICCA, he hopes that the event would get the attention of all members. As the most active association, Indonesia will send their winners of The Best Contact Centre Indonesia in 2015. Five of the top ten winners will receive an award-winning trophy in this event. And five other winners will follow all the series of events as a participant.