Regulatory Challenges for Establiching Contact Centre
1. Regulatory Challenges for Establishing Contact Centre Arief Hamdani Gunawan Main Conference: 26 – 27 January 2010 • Post-Conference Workshops: 28 January 2010 Goodwood Park Hotel, Singapore
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3. (R)Evolution Multi services Multi technologies Contact Centre – Contact Centre From Walk In To Phone in Video Instant Messenger Web In (Email) SMS In Call Centre Service Desk Help Desk Cost level Skill level Single technology and service
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7. Regulatory Perspectives Ex – Post and Ex – Ante Customer Complaints New Applications and Services Industry Disputes New Technologies and Infrastructures Incoming Hard Regulation Soft Regulation Challenges Handling Outgoing Incoming Hard Regulation Soft Regulation Challenges Handling Outgoing
8. Solving Customer Complaint Contact Centres Customer Complaints New Applications and Services Industry Disputes New Technologies and Infrastructures In Hard Soft Pricing Privacy Adult Services Advertisement QoS /QoE CHALLENGES Out In In Transparency Transparency Standardization Standardization HANDLING Soft Soft Soft
9. Solving Industry Disputes Contact Centres Customer Complaints New Applications and Services Industry Disputes New Technologies and Infrastructures In Hard Numbering Interconnection Broker CHALLENGES Out In License Standardization Fee HANDLING Soft Soft In Hard
10. Facing New Applications and Services Contact Centres Customer Complaints New Applications and Services Industry Disputes New Technologies and Infrastructures Soft Announcement Data base Adult Content QoS/QoE CHALLENGES In In Transparency Transparency Standardization Standardization HANDLING TENDENCY Soft Soft Soft In Soft Pricing Privacy Out Transparency Transparency Soft In Out Out
11. Facing New Technologies and Infrastructures Contact Centres New Applications and Services New Technologies and Infrastructures In Hard Identity CHALLENGES License HANDLING TENDENCY Customer Complaints Industry Disputes Inter-country Inter-media Out Standardization Fee Soft Soft In Hard Out Out Soft
12. Closing Major Regulatory Issues Hard Regulation Soft Regulation Regulatory Handling Outgoing: Privacy Incoming: Pricing and QoS/QoE Emerging/Next Regulatory Issues Intermedia Intercountry
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