Maximising The Human Capital in Malaysian Contact

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"Maximising The Human Capital
in Malaysian Contact Centres :
Recruitment & Retention"
Date : 10 th September 2015 (Thursday)
Time : 2.00pm - 6.00pm
Venue : Saloma Bistro & Theatre Restaurant,
Jalan Ampang, Kuala Lumpur
Forum Highlights
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Over and over, it has been shown that the single most important factor in contact centre success is – THE PEOPLE.
Advanced technology, market niche, business development strategy: all these are important, but it’s the human
talent – and our ability to find it and keep it... that makes our targets achievable.
The Panel Specialists...
DR. ALAN G. DOWNE
Faculty of Management
Multimedia University,
Cyberjaya, Selangor
MR. SAM HAGGAG
Director MSP & Sales –Asia Pac & Middle East
Country Manager, ManpowerGroup –
Malaysia & Indonesia
In the discussion...
specific skill-sets, attributes and talents in
greatest demand and shortest supply;
what are prospective staff members looking for
aim an organisation;
where to best target recruitment activities;
how to judge the appropriate levels of
qualification, training & experience for a job;
MS. SABRINA MOHD HARIS MAURICE
Head, Organisation Development &
Programme Management
RHB Banking Group
best practices for candidate selection
processes;
MS. CYNTHIA CHOK
Client Services Director
Teledirect Telecommerce Sdn Bhd
what can talent management technology do for
you, and what can it not;
MR. VIGNESWARAN SIVALINGAM
Experience Professional
Maxis Berhad
what it takes to retain the best talent;
what metrics give us the best view of human
capital depth and quality;
what does a successful human resource
strategy look like.
Email RSVP to CCAM Secretariat at
[email protected] or call 03 - 7874 5580
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In today’s fast-moving and competitive customer service environment, human capital
development and talent management are more important than ever before. Firms need to
ensure that the right people are in the right positions at the right times
The special CCAM INTERACTIVE NETWORKING FORUM titled “Maximising the Human
Capital in Malaysian Contact Centres: Recruitment & Retention” provides managers,
human resource practitioners, strategic planners and others with an opportunity to catch
up on emerging trends and developments within the talent marketplace. Through
fast-moving, relevant interactive sharing, participants will have an opportunity to hear
opinions from leading experts about building on successes, avoiding pitfalls and adopting
best practices for recruiting, selecting and retaining a world-class workforce.
Information flow in CCAM INTERACTIVE NETWORKING FORUMS is multi-directional.
Attendees are asked to bring with them their own experiences, viewpoints, frustrations and
solutions – and to offer ideas for how best to deliver people-skills, attributes and
performance needed for contact centre success. Your knowledge and expertise counts!
WHAT YOU WILL GAIN
An avenue to exchange views and information on key concepts of
human resources
Targeted discussions and networking opportunities with other
HR professionals
Skills to develop and nurture talent within your organisation
Best practices for people strategies
Insights into current markets, potential developments and key drivers
of banking growth in Asia Pacific
Strategies to change organisational culture toward one of being a
strategic partner in realising the organisation’s objectives
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THE ‘NOT TO BE MISSED’ HR EVENT OF THE YEAR
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DR. ALAN G. DOWNE
Faculty of Management
Multimedia University, Cyberjaya, Selangor
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Forum Moderator
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Dr Alan Downe is with the Faculty of Management at Malaysia’s Multimedia University in Cyberjaya, and
has been involved in the contact centre industry for over fifteen years.
Originally from Canada, Dr Downe has taught business administration at the university level in the
Multimedia SuperCorridor, in Perak and in East Malaysia, with consultancy projects and visiting
lectureships in Sri Lanka, Singapore and Vietnam. His main areas of specialisation have included
organisational behaviour & talent management, services marketing and business process outsourcing.
His work on service industry strategy and operations can be found in leading academic journals,
industry trade papers and non-academic publications.
He has been active in the CCAM since 2001, serving as a judge for the National Contact Centre Awards
on seven occasions and heading several industry association projects and committees. He has been a
frequent speaker, panel participant and moderator at both industry conferences & events.
Panellist 1
MR. SAM HAGGAG
Director MSP & Sales – Asia Pac & Middle East
Country Manager, ManpowerGroup – Malaysia & Indonesia
A Chemical Engineer by training; and over 20 years experience in the HR services industry in Europe,
the Middle East and Asia; Sam has a wealth of experience in the implementation of HR solutions and
best practices gained from working with a wide range of local and multi-national organisations.
Sam joined ManpowerGroup in 1999 and headed up the Manpower Singapore operation till March
2003. In 2003 Sam was appointed Regional Account Director with the Manpower Asia regional office
and promoted to Field Development Director for Asia Pacific in 2007.
In 2011, Sam was promoted to Managing Director of Experis, the ManpowerGroup’s professional
services arm, for Asia Pacific and the Middle East, whilst retaining responsibility for the ManpowerGroup
operations in Malaysia.
In 2014 Sam took over responsibility for ManpowerGroup’s Managed Services solutions including
development and delivery of MSP solutions in Asia Pac & the Middle East. He is the regional sponsor
for MSP and Sales.
Sam joined the executive committee of the Call Centre Council of Singapore (CCCS) in 1999, became
chairman in 2002 and led the formation of the Contact Centre Association of Singapore (CCAS)
and remained as Chairman till 2009 when he relocated to Malaysia.
Sam is a regular speaker on trends in the changing world of work including trends in talent attraction and
retention, how to drive productivity of the workforce and re-skilling talent to meet the demands of rapidly
changing work environment. Sam has advised government agencies on re-skilling workforces and
establishing long term strategies to address skill shortages.
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PANEL PROFILE
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Panellist 2
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MS. SABRINA MOHD HARIS MAURICE
Head, Organisation Development & Programme Management
RHB Banking Group
Sabrina Mohd Haris Maurice is currently with RHB Banking Group, overseeing organizational
development and program management for the Group.
In the course of her career, Sabrina had much exposure in leading recruitment in a business process
outsourcing industry, financial industry as well as a leading local construction/property conglomerate.
One of her biggest achievements in the field was the set-up of a recruitment centre for one of the local
banks as well as the revamp of their recruitment processes. Passionate in employer branding and talent
management, Sabrina had also led RHB to win the coveted “Employee of Choice Award” at the 14th
Malaysia HR Awards.
Being a Gen Y herself, Sabrina relates to the issues, challenges and needs of the growing workforce
population. She is a frequent speaker on graduate forums for various higher learning institutions.
Panellist 3
MS. CYNTHIA CHOK
Client Services Director
Teledirect Telecommerce Sdn Bhd
Cynthia has over 10 years in the contact centre industry; formerly with HP & Lenovo. She hails from
Sabah and possesses an MBA and Bachelor of Business with double majors in Marketing and MIS. She
has been with Teledirect for over 4 years and oversees 3 strategic accounts namely Google, Intel and
Facebook with a workforce of close to 300 Full Time Employees. The scope of these accounts are
Inbound Customer Service and Outbound Telesales across the Asia Pacific region covering 15 countries
and 13 different languages.
One of the many highlights of her career is growing the Google AdWords account from a team of 13
telesales agents to over 100 within 3 years. In August 2015, the team was awarded the Best External
Telesales Operator (ETO) award by Google for outperforming 25 vendors globally. On a personal level,
she was also recognized as Best Head of Contact Centre – Silver Award by the CCAM in 2014.
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PANEL PROFILE
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Panellist 4
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MR. VIGNESWARAN SIVALINGAM
Experience Professional
Maxis Berhad
Vigneswaran Sivalingam, better known as Vig, is an experienced Customer Service and Experience
professional.
He has been attached to the leading mobile telecommunication provider, Maxis, for the last 20 years and
instrumental in building a leading contact centre practice there – one that was decorated with multiple
accreditations, top CCAM and regional awards in the last decade.
After spending a good 9 years in managing the Contact and Customer Operations functions between
2004 to 2013, Vig is currently responsible for operational design, support and customer experience
functions covering all sales, retail and all customer touch-points.
A strong people leader with great enthusiasm for transformation, Vig also engages regularly in contact
centre, customer experience and telecoms conferences & forums as a speaker & panelist. He currently
is Executive Committee member of CCAM.
For his organizational leadership and contributions, Vig was recognized with some of the highest
accolades within this industry, which includes CCAM’s inaugural Best Head of Contact Centre award in
2012 as well the prestigious Career Achievement award in 2013.
After involvement in all areas and disciplines within customer operations and experience, his passion for
the business is still very centered on people and their ability to lift up this business.
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PANEL PROFILE
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Interactive Networking Forum 2015
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"Maximizing The Human Capital in Malaysian Contact Centres:
Issues in Recruitment & Retention"
Date : 10 th September 2015 (Thursday)
Time : 2.00pm - 6.00pm
Venue : Saloma Bistro & Theatre Restaurant,
Email RSVP to CCAM Secretariat at
[email protected] or call 03 - 7844 5580
Jalan Ampang, Kuala Lumpur
Fees : RM 88.00 including 6% GST per person
5 WAYS TO REGISTER
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Please complete in BLOCK LETTERS as information is used to produce delegate badges.
Please photocopy for multiple bookings.
EVENT FEE
NO. OF PAX
6(03) 7874 5580
[email protected]
6(03) 7865 9935
www.ccam.com.my
CCAM Secretariat
Block H-09-03, Plaza Kelana Jaya, Jalan SS7/13A,
47301, Petaling Jaya, Selangor Darul Ehsan, Malaysia.
RM 88.00 including 6% GST (per person)
Latitude: 3.095899 | Longitude: 101.598696
DELEGATES REGISTRATION DETAILS (1)
TERM & CONDITIONS
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CCAM CANCELLATION, POSTPONEMENT AND SUBSTITUTION
POLICY
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1) Notice of cancellation must be given in writing for confirmed registration up
to five (5) working days prior to event. There would be no refund to those
who do not cancel five (5) working days in advance.
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alteration or cancellation/postponement of the event. CCAM shall assume no
liability whatsoever in the event this event is cancelled, re-scheduled or
postponed due to a fortuitous event, Act of God, unforeseen occurrence or
any other event that renders performance of this event impracticable, illegal
or impossible. For purposes of this clause, a fortuitous event shall include,
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4) Please note that while speakers and topics were confirmed at the time of
publishing, circumstances beyond the control the organiser may necessitate
substitutions, alterations or cancellations of the speakers and/or topics if
necessary without any liability to you whatsoever. Any substitutions or
alterations will be updated on our website www.ccam.com.my as soon as
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PAYMENT METHOD
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Account Number: 5143 – 2913 – 6216
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1) All fields are mandatory to be completed. Email the completed form to
[email protected].
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143298000 Bukit Damansara
MBBEMYKL
Ground Floor, Block C,
Kompleks PejabatDamansara,
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50490 Kuala Lumpur.
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If you have not received an acknowledgement before the event please call us on
6(03) 7874 5580 to confirm your booking.
2) Seats are offered on a first come first served basis.
3) Closing date for payment are 15th October 2015 (Thursday).
4) Payment is due in full upon receipt of invoice. Full payment prior to the
event is mandatory for attendance.
5) A penalty of equivalent to the event price will be imposed on “NO SHOW”
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All bank charges to be borne by the payer. Please ensure that CCAM receives
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Company Stamp:
Contact Centre Association of Malaysia (CCAM)
Company Registration No: PPM-001-10-04071999
©Copyright 2015 CCAM. All rights reserved. This brochure may not be copied, photocopied,
reproduced, translated, or converted to any electronic or machine-readable form in whole or in part
without prior written approval of Contact Centre Association of Malaysia (CCAM).
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Unit H-09-03, Block H,
Plaza Kelana Jaya, Jalan SS7/13A,
47301 Petaling Jaya
Selangor Darul Ehsan,
Malaysia.
[email protected]
www.ccam.com.my
Contact Centre Association of Malaysia
@malaysia_ccam
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Tel : 6(03) 7874 5580
Fax : 6(03) 7865 9935
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CCAM Secretariat
Contact Centre Association of Malaysia (CCAM)