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Looking to increase the profitability of your call centre? Then this is an event you simply cannot afford to miss. Whether your call centre is already operational or if you are thinking about starting up a financial call centre, this is the perfect conference for you.

It is your chance to network with the key individuals in financial call centres and find out how you can exploit the new technology available.

Financial Call Centres of the Future will discuss in detail the most pertinent topics including: Call centre service delivery; telebanking; the importance of employee training in call centres; next generation call centres to name just a select few…

Conference programme

8:30 Registration & Coffee

9:00 Chairman's Opening Remarks

Arnold Drenth

Arnold Drenth, Consultant, Financial Services, ICL

9:10 CALL CENTRE SERVICE DELIVERY

Andrew Cleverley

Andrew Cleverley, Senior Manager - Customer Services, Co-operative Bank

  • An introduction to call centres and the 24 hour banking (anytime, anywhere) concept
  • How call centre service delivery fits with other automated delivery channels
  • What are the benefits of computer telephony integration (CTI)?
  • The importance of getting the right people to deliver your call centre service to your customers
  • Combining a first class customer servicing centre with the right technology
  • The next step - future prospects for the call centre?
  • 9:40 CALL CENTRE

    Helen Witter

    Helen Witter, Centre Manager, Abbey National

  • What do you want your financial call centre to do?
  • Ensure you are using the correct technology behind your call centre
  • What do your customers want and expect from your call centre?
  • Training your staff to deliver good customer service
  • Is your call centre adding value - evaluating your call centre?
  • The ongoing improvement of your call centre
  • 10:20 Using Intelligent Telephony to improve customer service and cut abandoned calls

    John Burnett

    John Burnett, Chief Technical Officer, NetCall Telecom

  • Discover how to eliminate call queuing, missed calls and wasted on-hold telephony costs when customers cannot be connected immediately to an agent
  • Why giving callers an alternative to call queuing and music on-hold has a significant impact on call centre operating costs and revenue generation
  • A look at the value-add of intelligent telephony over traditional telephony services for inbound customer response
  • 11:00 Morning Coffee

    11:20 CASE STUDY

    Clare Connor, Anita Schultz

    Clare Connor, Anita Schultz, Anita Schultz, Call Centre Managers, Prudential Assurance

  • Why did the Prudential choose to introduce self managed teams?
  • How was this new method introduced?
  • What were the final results?
  • The impact on call centres in Prudential
  • Moving to ‘team-based performance-related pay’, and how does it work for you?
  • 12:00 MANAGING OUR CUSTOMERS IN A MULTI-PRODUCT/MULTI-CHANNELLED WORLD

    Mary Cannon

    Mary Cannon, Customer Campaigns Manager, AIB Bank

  • Effective customer contact management
  • Getting the right customer proposition
  • Developing a systematic approach to CRM
  • One voice across all channels
  • Customer contact process
  • Continuity of Customer Relationship Management
  • 12:40 Lunch

    13:40 CALL CENTRE RESOURCING

    Fiona Hills, Steve Ainsley

    Fiona Hills, Steve Ainsley, Managing Director, Marketing Manager, Call Centre College

  • Why is resourcing so important for your call centre?
  • What happens when you get it wrong?
  • The importance of retention and motivation in the call centre environment
  • A global look at resourcing
  • Where do you see your resources in the future?
  • 14:20 INVESTING IN PEOPLE

    Gail Harney

    Gail Harney, Customer Contact Centre - Operations Manager, Bradford and Bingley Building Society

  • Using training and development as a motivational tool
  • Coaching and Quality Management
  • The people aspect
  • 15:00 REINVENTING YOUR FINANCIAL CALL CENTRE FROM A TRADITIONAL CALL CENTRE INTO A MULTI-CHANNEL CONTACT CENTRE

    Denis Wicking

    Denis Wicking, CRM Business Development Manager, Logica

  • The position of traditional call centres today
  • Making the most of your self service channels
  • How does your call centre interact between channels i.e the internet?
  • Multi channels: Giving the customers what they want?
  • Fitting your call centre in with your multi channel strategy
  • The impact of customers and technology on the call centres of today
  • 15:40 Afternoon Tea

    16:00 IS IT THE BATTLE OF CHANNELS?

    Steven WEJ Slack

    Steven WEJ Slack, Business Development Practice Leader, Financial Services Sector, BT

  • The financial services movement from branches to automated channels such as the call centre and the Internet
  • The Internet verses the call centre: Who will win?
  • What about other channels?
  • The need for these two channels to work together
  • Giving customers the choice
  • Working together to achieve an multi channel strategy
  • 16:30 WORKFORCE MANAGEMENT CHALLENGES

    Julian Harper

    Julian Harper, Vice President of EMEA, Blue Pumpkin Software

  • How to optimise the utilisation of staff handling customer interactions
  • How to ensure the right people are in the right place at the right time with the right knowledge to provide exceptional customer contact
  • The challenges of managing agents in a multi-media world of email, web-chat, call-back and other emerging contact methods
  • 17:00 CALL CENTRE MODELS

    Simon Daisley

    Simon Daisley, Head of Business Development, The Customer Contact Company (C3)

  • The steps to choosing the right call centre for financial service organisations
  • The different call centre models that are available
  • The best call centres for financial services
  • The next generation of call centres
  • The demand for call centres in financial services
  • Achieving excellence in call centres
  • 17:30 Chairman’s Closing Remarks and Close of Day One

    8:30 Re-registration and Coffee

    9:00 Chairman's Opening Remarks

    Sir Richard Heygate

    Sir Richard Heygate, Chief Executive, Sophron Partners

    9:10 SECURITY

    Dr John Meakin

    Dr John Meakin, Global Head of IT Security, Dresdner Kleinwort Benson

  • The importance of confidentiality and security in financial services
  • Are call centres secure? Increasing the security of the call centre
  • Introducing and maintaining PIN access security measures
  • Outsourcing information and how will the organisation access company specific information
  • Monitoring to ensure security levels are not being breached
  • Internally securing and protecting information specific to your company
  • 9:40 TELEBANKING

    Steve McArthur

    Steve McArthur, Call Centre Manager, Halifax Intelligent Finance

  • Telebanking and introducing a state of the art automated telephone banking service
  • The range of services on offer with telebanking
  • Incorporating call centre technology to run alongside Internet banking
  • The delivery of financial services and the importance of the call centre delivery mechanism
  • Allowing customers the freedom to use their preferred method of banking
  • The advantages of telebanking in comparison to other delivery channels
  • 10:20 CASE STUDY - INSURANCE CALL CENTRES

    Dr Treive Nicholas

    Dr Treive Nicholas, Channel Development Manager, AA Insurance

  • Introduction of Internet functionality
  • Internet development strategy
  • Evaluating the role of the call centre
  • An overview of our advetising and marketing to promote our e-commerce
  • Video footage of internet advertising
  • 11:00 Morning Coffee

    11:20 CALL CENTRE TRAINING

    Gordon Johnson

    Gordon Johnson, Customer Contact Centre Manager, Cheshire Building Society

  • Training in the call and contact centre industry
  • The different standards of training for financial service call centres
  • Accredited training, is it keeping pace with industry needs
  • Multiskilling for traditional voice base to multimedia
  • Teams and enhanced performance
  • Performance measurement
  • 12:00 THE ROLE OF CALL CENTRES IN FINANCIAL SERVICE DELIVERY

    Paul Pugal

    Paul Pugal, Head of Operations, Barclays Bank

  • Managing the call centre as a delivery mechanism
  • Organisation movements away from traditional banking selling methods
  • The limits to telebanking in comparison to traditional banking methods
  • Moving your call centre towards a contact centre culture
  • Integration with business systems
  • The role of the call centre in the multi channel challenge
  • 12:40 Lunch

    13:40 FINANCIAL COMPUTER TELEPHONY INTEGRATION

    Richard Mill

    Richard Mill, Managing Director, Business Systems UK

  • What is CTI?
  • What does CTI mean for the financial call centre?
  • Creating a user-friendly image for your customers
  • Implementing effective IVR solutions within the call centre
  • Example of financial call centres Case studies
  • CRM, CTI, combined with the call centre to deliver the unltimate financial service?
  • 14:20 OUTSOURCING

    Phil Ryan

    Phil Ryan, Sales & Marketing Director, Kingston Call Centres

  • Deciding on whether to outsource your call centre
  • Using experienced Call centre facility providers
  • How to choose who to outsource too
  • The importance of training employees
  • Advantages of outsourcing
  • Choosing the correct company for your call centre: tailoring to suit your company needs
  • 15:00 ONE-TO-ONE MARKETING AND CONTACT WITH YOUR CUSTOMERS

    Philippe Cassoulat

    Philippe Cassoulat, Partner, Valoris Abram Hawkes

  • The concept of one-to-one for the customer
  • Embedding the concept of one-to-one in your organisation and, specifically, within the call centres
  • Ensuring your company’s culture is also adopted within your call centre
  • Implementing value-added services through effective one-to-one marketing
  • Determining the cost implications of one-to-one marketing
  • Analysing and evaluating your one-to-one marketing and whether your call centre is achieving it’s best
  • 15:40 Afternoon Tea

    16:00 HAS THE CALL CENTRE HAD ITS DAY?

    Mick Oak

    Mick Oak, Vice President (EMEA), Chordiant Software

  • Traditional call centres compared to the present day call centre - its role and it’s shortcomings?
  • Can the call centre aid in increasing customer retention?
  • How does the call centre deal with customers in the new multi-channel environment
  • Case studies of financial organisations and how they are delivering their overall customer delivery strategy using the call centre
  • Putting customer service at the centre of your channel strategy - how the call centre fits into this strategy - which customer service medium works for different delivery channels
  • The future of call centres and their complimentary role in multi-channel environment
  • 16:30 THE E-FACTOR IN ACHIEVING EXCEPTIONAL CUSTOMER SERVICE

    Raymond McGloin

    Raymond McGloin, Product Director, Performix Technologies

  • What makes employees perform
  • How can this be achieved
  • The impact on the business
  • The impact on the customer contact
  • 17:00 NEXT GENERATION CALL CENTRES

    Kathleen Klasnic

    Kathleen Klasnic, European Programme Manager, ECRM, DataMonitor

  • The differences in call centres today
  • Which technologies are most useful?
  • How are companies linking the web and the call centre?
  • What benefits have companies gained?
  • Where are the early adopters going tomorrow?
  • The next generation of call centres, in financial services
  • 17:30 Chairman's Closing Remarks and Close of Conference

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    United Kingdom

    The Hatton, at etc. venues

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    WHAT IS CPD?

    CPD stands for Continuing Professional Development’. It is essentially a philosophy, which maintains that in order to be effective, learning should be organised and structured. The most common definition is:

    ‘A commitment to structured skills and knowledge enhancement for Personal or Professional competence’

    CPD is a common requirement of individual membership with professional bodies and Institutes. Increasingly, employers also expect their staff to undertake regular CPD activities.

    Undertaken over a period of time, CPD ensures that educational qualifications do not become obsolete, and allows for best practice and professional standards to be upheld.

    CPD can be undertaken through a variety of learning activities including instructor led training courses, seminars and conferences, e:learning modules or structured reading.

    CPD AND PROFESSIONAL INSTITUTES

    There are approximately 470 institutes in the UK across all industry sectors, with a collective membership of circa 4 million professionals, and they all expect their members to undertake CPD.

    For some institutes undertaking CPD is mandatory e.g. accountancy and law, and linked to a licence to practice, for others it’s obligatory. By ensuring that their members undertake CPD, the professional bodies seek to ensure that professional standards, legislative awareness and ethical practices are maintained.

    CPD Schemes often run over the period of a year and the institutes generally provide online tools for their members to record and reflect on their CPD activities.

    TYPICAL CPD SCHEMES AND RECORDING OF CPD (CPD points and hours)

    Professional bodies and Institutes CPD schemes are either structured as ‘Input’ or ‘Output’ based.

    ‘Input’ based schemes list a precise number of CPD hours that individuals must achieve within a given time period. These schemes can also use different ‘currencies’ such as points, merits, units or credits, where an individual must accumulate the number required. These currencies are usually based on time i.e. 1 CPD point = 1 hour of learning.

    ‘Output’ based schemes are learner centred. They require individuals to set learning goals that align to professional competencies, or personal development objectives. These schemes also list different ways to achieve the learning goals e.g. training courses, seminars or e:learning, which enables an individual to complete their CPD through their preferred mode of learning.

    The majority of Input and Output based schemes actively encourage individuals to seek appropriate CPD activities independently.

    As a formal provider of CPD certified activities, SMI Group can provide an indication of the learning benefit gained and the typical completion. However, it is ultimately the responsibility of the delegate to evaluate their learning, and record it correctly in line with their professional body’s or employers requirements.

    GLOBAL CPD

    Increasingly, international and emerging markets are ‘professionalising’ their workforces and looking to the UK to benchmark educational standards. The undertaking of CPD is now increasingly expected of any individual employed within today’s global marketplace.

    CPD Certificates

    We can provide a certificate for all our accredited events. To request a CPD certificate for a conference , workshop, master classes you have attended please email events@smi-online.co.uk

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