Another addition to the set of articles talking about how AgentBalance is performing in the world of customer services and contact centers is here. The most recent information comes from Manila, the Philippines. One of the most pulsating customer services hubs.
How was AgentBalance’s first exposure to this very specific environment? Very exciting, different and motivating. We were the sponsor of the 3rd Annual Contact Centers Philippines conference in Manila that featured representatives of many premium contact centers. From my point of view, the event was very well organized. As the main difference from other large scale conferences and seminars, I really appreciated the fact that emphasis was largely put on up and close interaction among basically all the participants. Yes, there were many very interesting lectures and presentations happening but what drew the most attention were various workshops overseen and managed by top managers from many of the large contact centers from the region. The topics of these workshops were carefully chosen and corresponded with the challenges faced by the industry every day. There was no difference made between sponsors and delegates which was the cause of many in depth and unexpectedly well balanced discussions and summaries. Situations when COOs and top managers from the likes of HSBC, Telus and SKY Cable engaged in discussions with systems integrators (ASPECT) and vendors (yes, AgentBalance, Collab) were the icing on the cake from my point of view since the inspiration and added value provided was unprecedented.
I have never gotten so much positive feedback to the added value potential of AgentBalance as I did in Manila. The fact that agent attrition can be effectively decreased while boosting sales and optimizing internal processes and correlating with standard KPIs – all in one SaaS solution – was perceived with much enthusiasm and is currently being translated into multiple PoCs and trials in the region. Well, no wonder taking into account the fact that annual attrition in some of the contact centers, I had the chance to personally visit, was as high as 180%!
A big thank you to the organizers of the event as well as our friends from the Czech embassies in the Philippines and in Indonesia. Looking forward to continuing on our endeavors.
I truly believe that AgentBalance will enlarge its operations in the region significantly in the upcoming months and our subsidiary in the region is already in the final stages of the planning phase. Stay tuned. More info on AgentBalance’s activities in the region coming soon. Let’s talk!
Premek Piska, COO AgentBalance