Outbound Forum

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Customer Strategy & Planning 2014 offered an inspiring, informative and action-packed agenda for Outbound specialists.

We outlined a suggested route through the conference agenda tailored to those particularly interested or involved in Outbound Contact. Take advantage of this opportunity to invite colleagues from other parts of your organisation to join other professionals and influential industry leaders in these key topic areas. 

We have uploaded the presentations, reports and articles from the sessions below. Just follow the links below and invite colleagues from other parts of your organisation to share this material.

Monday 28th April  - Outbound Pathway
09:00 Bridging the gap: people build success - The opening keynote presentations are hosted by Steve Woosey, CEO at the Professional Planning Forum. Darren Lawrenson, our keynote speaker, learns from models that drive success in areas like sports and performance, in order to help us focus on the gap we need to bridge in our own operations and the critical factors in making this a practical reality.  See the presentation slides.

11:00 Insight, analysis & planning

2 Award finalists share high-impact stories. Webhelp UK has scientifically brought data and people together to drive continuous improvement and pioneer a Discovery ‘lab’, which has already improved client NPS 30% and reduced calls 53%. At Echo Managed Services a comprehensive omni-channel contact strategy, including a proactive outbound campaign, has helped deliver RAF recruiters a 400% increase in career registrants.

  • See how omni-channel contact raises response
  • Hear about analysis & campaign planning 
  • Learn how a Discovery Lab challenges thinking and pinpoints improvement opportunities

​See the presentation slides.

14:00 Outbound contact clinics

Discuss your challenges with experts in 1 or 2 of these topics: Effective collections operations, Maximising sales revenue, Campaign planning, Multi-channel strategies, or Compliance. Hosts will include experienced practitioners from our PPF community of best practice. 

  • Gain insight from experienced practitioners 
  • Take time to focus on your biggest challenge
16:15 Closing Keynote
Growing professionalism in the industry:
Steve Woosey hosts our end-of-day keynote, by introducing experienced speakers to help us focus on the three pillars of professionalism: Learning and qualifications, Continuing professional development (and accreditation), Raising standards. Hear from senior leaders: Why do I invest? How do we understand the value we can create? How do we take a support function from good to great? This includes the chance to ask questions and contribute from the floor. See the presentation slides.
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