CONFERENCE DAY ONE – Thursday 23 September 2010 |
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| 9:00 |
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Registration & Refreshments |
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| 10:00 |
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Opening Remarks from the Chair |
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| Global BPO Competition |
| 10:10 |
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Mapping out the global BPO competitive landscape and identifying
lucrative expansion opportunities for Indian players |
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- Examining the paradigm shift from routine voice and back office service to
innovative integrated services to drive the growth of the BPO industry
- Assessing the threat from emerging market BPO players
- Grappling with the threat of anti-outsourcing in the US
- Preparing for the shift from the traditional first call resolution model to
resolution effectiveness model
- Driving the overall market for outsourcing through futuristic models such
as clinical research outsourcing (CRO), mobile applications, energy
efficiency and climate change
- Tapping new and emerging verticals that can be a new growth catalyst
- Foraying into new geographies for expansion
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Deepak Lal, Vice President |
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Deloitte Support Services |
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| Innovative Commercial Models |
| 10:40 |
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Capitalising on the fast evolving LPO sector to diversify your
service offering and secure longer term revenue streams |
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- Forecasting the demand for LPO services domestically and internationally
- Understanding the opportunities and complexities around servicing
international clients – understanding the legal frameworks of the US and
UK
- Establishing the optimal blend of manpower to support the successful
launch and expansion of your LPO services
- Understanding the risks attached to legal document management
- Achieving effective SLA management
- Maintaining high quality standards through sophisticated SLA
arrangements
- Ensuring cost-effective and manageable SOX compliance
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Sanjay Kamlani, Co-Chief Executive Officer
Pangea3 |
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| 11:10 |
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Driving innovation through the KPO business model to maximise
your client base |
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- Understanding the potential of the KPO service model and how traditional
BPOs can migrate their business towards this
- Effectively dealing with the talent shortfall in this burgeoning sector
- Gaining insights into the enormous potential of off-shoring R&D in
pharmaceuticals and biotechnology
- Mapping out the range of verticals and functions that the KPO operator
could leverage to drive business growth
Speaker to be confirmed
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| 11:40 |
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Morning refreshments and networking |
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| 12:10 |
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Structuring innovative pricing models to ensure competitive
advantage whilst protecting future revenue streams |
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- Understanding the evolution of the BPO industry from voice to non-voice
and platform based services
- Determining how to optimise the pricing model for different verticals in
the shift from input based pricing to transaction based pricing
- Re-aligning your business practices and resource allocation to maximise
your return and minimise business risk in the shift from hybrid pricing
models to pay-as-you-go
- Mitigating the risks around currency fluctuations on the potential of
offshore outsourcing deals
- Striking the balance between optimal pricing structures per vertical and
the resource base required to deliver
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Alok Misra, Chief Financial Officer
WNS Group |
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| 12:40 |
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Panel Discussion: Leveraging emerging verticals and functions to
fuel the growth of domestically focused BPOs in India |
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- Sizing up the domestic market opportunity and establishing strategies for
attracting and retaining Indian clients
- Differentiating your domestic and international service offerings to
optimise price-points, SLAs, and margins
- Effectively leveraging KPO, LPO and other leading edge BPO models to
drive the growth of your domestic business
- Understanding the service innovation models that will best serve Indian
clients - achieving employee engagement in driving innovation
- Leveraging cloud computing and social media as service differentiators for
Indian clients
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Deepak Lal, Vice President |
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Deloitte Support Services |
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Alok Misra, Chief Financial Officer |
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WNS Group |
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Sanjay Kamlani, Co-Chief Executive Officer |
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Pangea3 |
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Mudit Saxena, Senior Vice President and Business Leader |
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Genpact |
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Gaurav Gupta, Principal, Country Head, India |
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Everest Group |
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| 13:10 |
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Lunch and networking |
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| Innovative Vertical Service Models |
| 154:10 |
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Developing next generation BPO services that meet the needs of a
booming telecom sector |
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- Understanding the changing dynamics of the local, regional and global
telecoms sector and determining new business opportunities for BPOs
- Determining the specific challenges associated with dwindling average
revenue per user, rising operational costs, varying customer needs,
technological challenges and compliance to various regulations
- Analysing the strategic shift from voice focused service to data
management activities offering significant wage cost savings and overall
process improvement
- Critical insights into performance improvement by having the right
service, business metrics & analytics
- Staying ahead of the competition with innovations using new generation
telecom BPO services
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Padikkal Suchithran, Head Pre Sales and Solutions, Telecom BPO |
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Tata Consultancy Services |
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| 14:40 |
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Creating a diverse range of BPO services that meet the needs of a
competitive banking and financial services sector |
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- Mapping out future market opportunities in the banking and financial
services sector in India and overseas
- Determining the most profitable service niches to target in this sector
- Identifying how the shift in market dynamics is opening up new BPO
service and revenue opportunities
- Defining truly innovative and well-differentiated services to take BPO
services to the next level
- Applying effective operational processes and analytics to manage costs
and drive margins for price-sensitive domestic services
- Determining favourable commercial models to drive growth, development
and profitability of domestic services
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Mudit Saxena, Senior Vice President and Business Leader |
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Genpact |
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| 15:10 |
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Afternoon refreshments and networking |
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| 15:40 |
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Generating high-value low-cost BPO services to maintain a
foothold in the rising airline, travel and tourism sectors |
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- Understanding the complexities of the ever changing and fluctuating
airline, travel and tourism sectors
- Moving from basic sales and customer service focused services towards
sophisticated integrated service offerings
- Identifying new service models that could provide a cost-effective and
flexible offering to this sector
- Applying Six Sigma and Kaizen techniques to maximise the quality and
value of services
- Achieving rapid speed to market and enhanced turnaround time with new
services
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Rajneesh Tiwary, Senior Vice President, Operations |
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Sitel |
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| 16:10 |
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Defining innovative BPO services to meet the complex needs of
the fast emerging healthcare and insurance sectors |
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- Mapping out the opportunities in the healthcare and insurance sectors for
international and domestic markets
- Identifying the pros and cons of servicing international healthcare
organisations and applying lessons learnt to date to drive service
innovation
- Developing strategic menu pricing based on complexity levels
- Protecting US revenue streams through accurate predictive modeling and
revenue forecasting
- Identifying the optimal range of services to offer international and
domestic healthcare clients
- Applying process improvement and service innovation models to drive the
next phase of your healthcare service development
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Gopi Natarajan, Chief Executive Officer |
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Omega Healthcare Management Services |
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| 16:40 |
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Roundtable Discussions - an opportunity to join in with facilitated
group discussions around the key issues raised during the course of
the day. Come armed with your live challenges and take away practical
implementable solutions. |
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| 17:30 |
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Close of Conference Day One |
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CONFERENCE DAY TWO – Friday 24 September 2010 |
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| 9:00 |
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Registration & Refreshments |
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| 10:00 |
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Opening Remarks from the Chair |
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| Innovative Functional Service Models |
| 10:10 |
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Forecasting the opportunities in procurement outsourcing and
developing BPO services to capitalise on these |
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- Examining the critical drivers for procurement outsourcing and identifying
the longer term opportunities of this market
- Determining the optimal mix of internal and outsourced procurement
practices
- Sizing the market for procurement outsourcing and prioritising the niches
most likely to attract mass take-up
- Identifying innovative procurement services for key industry verticals
- Assessing the potential of E-procurement
- Maximising the potential of advanced spend analysis
- Leveraging the latest tools, technologies and processes for driving your
procurement outsourcing services forward
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Ravi Panchanadan, Strategic Business Practice Head, Sourcing and
Procurement |
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Infosys BPO |
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| 10:40 |
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Understanding the changing HR needs of corporates and
developing innovative services to meet these |
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- Determining the drivers for HR outsourcing and the extent to which this
trend is developing both domestically and internationally
- Identifying the key HR services and functions that best lend themselves to
outsourcing
- Driving innovation through HR services and adding tangible value to
outsourcing services
- Sizing up the market for HR outsourcing and developing a service
development strategy to capitalize on these
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E Balaji, Chief Executive Officer and Director
Ma Foi Randstad |
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| Innovative BPO Processes |
| 11:10 |
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Building systems and processes that maximise the quality and
security of BPO services |
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- Identifying emerging data security challenges across BPO services
- Determining the optimal range of technologies and solutions to guard
against internal and external security breaches
- Managing the security needs and expectations of international clients
- Building in cost-effective solutions to meet the needs of domestic clients
- Preparing for new verticals and functions with appropriate levels of service
security
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Srikant Balan, Function Head, Risk Management |
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Infosys BPO |
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Kamalraj Chadrasekaran, Head, Information Technology |
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Omega Healthcare Management Services |
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| 11:40 |
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Morning refreshments and networking |
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| 12:10 |
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Leveraging Six Sigma tools and techniques to drive strategic
advantage through BPO operational efficiency |
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- Clarifying the Six Sigma methodology and understanding how it is being
applied to drive operational efficiency
- Leveraging Six Sigma to harness innovations and service development
across emerging BPO verticals and functions
- Driving innovation through operational efficiency - where are the gaps and
low hanging fruit?
- Applying Six Sigma to energy and transportation management
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Rakesh Sharma, Executive Vice President, Corporate Affairs and
Infrastructure Services |
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Quatrro |
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| 12:40 |
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Capitalising on the emerging trends, opportunities and challenges
of rural BPOs to successfully expand your domestic BPO operation |
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- Understanding the drivers for rural shoring and understanding client
perceptions and preferences
- Determining the services and verticals that provide the best fit for a rural
BPO
- Overcoming the workforce and infrastructure challenges of establishing
and growing a rural BPO
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Murali Vullaganti, Founder and CEO |
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RuralShores |
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| 13:10 |
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Lunch and networking |
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| 15:40 |
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Panel Discussion: Positioning process innovation at the heart of
BPO R&D and service development |
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- Establishing the scope for driving process innovation across different BPO
verticals
- Determining the risks attached to process innovation and identifying costeffective
risk mitigation approaches
- Assessing the IT and regulatory compliance issues
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Murali Vullaganti, Founder and CEO |
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RuralShores |
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Rakesh Sharma, Executive Vice President, Corporate Affairs & Infrastructure Services |
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Quattro |
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Gopi Natarajan, Chief Executive Officer |
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Omega Healthcare Management Services |
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Srikant Balan, Function Head, Risk Management |
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Infosys BPO |
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Rajneesh Tiwary, Senior Vice President, Operations |
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Sitel |
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| Advanced Technologies and Solutions |
| 14:40 |
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Leveraging state-of-the-art security solutions to meet the
increasingly stringent demands of international and domestic
clients |
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- Assessing the value of security across a range of BPO services in terms of
achieving client confidence and ability to tie up new business with ease
- Identifying the main source of security risk for a range of BPO verticals and
services
- Evaluating advanced security solutions on the market and in development
- Striking the balance between security, costs, and protecting the business
long term
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Speaker to be confirmed |
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| 15:10 |
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Investing in data solutions to deliver fully integrated service
offerings that meet complex service needs |
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- Examining the shift of service demand from pure voice to integrated voice
and data services
- Selecting enhanced data solutions that are flexible, cost-effective, and
guarantee enhanced revenue opportunities
- Driving the development of innovative integrated voice and data services
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Sandeep Chinchane, Head, Solution Engineering & Development,
APAC Region |
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Siemens Enterprise Communications |
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| 15:40 |
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Afternoon refreshments and networking |
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| 16:10 |
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Taking call centre services further through next-generation voice
solutions |
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- Assessing the future of call centres through pure voice services in the
Indian BPO industry
- Identifying innovative voice-centric services that will open up new market
and revenue opportunities
- Assessing the potential of advanced voice solutions and determining costeffective
solutions that meet longer term service innovation objectives
Speaker to be confirmed
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| Workforce Development |
| 16:40 |
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Workforce Vision: Unleashing the potential of your BPO workforce
to drive competitive advantage |
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- Strategically linking HR with overall business objectives
- Critical insights into optimal hiring based on ratio-centric model
- Identifying innovative attrition management strategies to ensure an
engaged workforce to drive the growth of your BPO operation
- Keeping talent engaged and productive at every level of the organisation
- Navigating effectively through the cross cultural challenges that are a part
of the global BPO landscape
- Putting workforce development and talent management at the heart of your
BPO growth strategy
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S M Gupta, Chief People Officer & Global HR Head |
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Aegis |
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| 17:10 |
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Close of conference day two |
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