Contact Centres World Africa 2011
Mr Aminudin Zainodin, speaking at Contact Centres World Africa 2011

Mr Aminudin Zainodin,
Head of Contact Centre
AmBank Contact Centre, Malaysia

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Appearing:
Day One Tuesday, 23rd of August 2011
11.30

Panel discussion: Encouraging customer loyalty through your call centre service delivery

  • Incorporating proactive care strategies into your service model to promote consumer loyalty
  • Transitioning your front line team from reactive to proactive care
  • Creating the right type of loyalty programme to cater for customer needs and expectations
  • How to increase your ROI through non-aggressive up sell strategies
Mr Ayo Oyedepo,
Head - Contact Centre, Customer Care Management,
Oceanic Bank International Plc, Nigeria
Ms Louretta Louw,
Head of Client Sevices,
Old Mutual, Namibia
Mr Morne Serfontein,
Head – Operational Support Services,
Standard Bank, South Africa
Mr William Price,
eBusiness Manager ,
South African Tourism, South Africa
Mr Aminudin Zainodin,
Head of Contact Centre,
AmBank Contact Centre, Malaysia
17.00

Case study: How Ambank Contact Centre improved its service level and abandon rate level by implementation of six sigma

Mr Aminudin Zainodin,
Head of Contact Centre,
AmBank Contact Centre, Malaysia
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