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www.callcenterph.com
Sponsor: Media partners: Researched and developed by
n	 Pre conference site tour:
	 2 June 2015
n	 Ma...
Dear Colleague,
The Philippines’ expanding call center industry is not just growing in numbers,
but reach too... With cust...
MEET THE SPEAKERS
Marck Viardo
Site Manager, Alltel
Jason Lock
Chief Operating Officer, Asia Pacific, Transcom
Katsumi Kub...
Global Call Centers
n	Expansion
n	 Attracting Talent
n	Balancing
n	 Company Culture
Moderator:
Jeffrey Uthoff, CEO,
Orange...
CONFERENCE DAY TWO
Thursday, 4th June 2015
09:00	 Opening Remarks for the Chairperson
Improving Company Culture, Workforce...
CONFERENCE DAY TWO
Thursday, 4th June 2015
16:30	 How can you better understand your customers? Deep 	
	 Dive into Data An...
Tuesday, 2nd June 2014 • 9am - 12pm
SITE TOUR & WORKSHOPS
Tuesday, 2nd June 2014 & Friday, 5th June 2015
Implementing Soci...
LIMITED SPONSORSHIP
OPPORTUNITIES AVAILABLE
2015 SPONSOR:
Can your company deliver efficiency and added value
to Call Cent...
5 WAYS TO REGISTER
+65 6720 3804
www.callcenterph.com IQPC Worldwide Pte Ltd, 	61 Robinson Road,
#14-01 Robinson Centre, S...
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Call Center Week Philippines 2015

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Call Center Week Philippines 2015

  1. 1. www.callcenterph.com Sponsor: Media partners: Researched and developed by n Pre conference site tour: 2 June 2015 n Main conference: 3 – 4 June 2015 n Post conference workshops: 5 June 2015 n Venue: Manila, Philippines Driving the Next Generation of Philippines Call Centers through Integrating Technology and Revenue Boosting Customer Experience to Service the Modern Customer Jeffrey Uthoff CEO, OrangeGorilla, Inc. Rudyard Von De Leon Director, Customer Care Operations, Western Union Jett L. Tinio President & CEO, PhilAm Call Center Services Siva Subramaniam General Manager - Asia Pacific, Transcom OUR HEADLINE SPEAKERS INCLUDE: Rajiv K Bose Vice President Training and Implementations Teleperformance The event was truly valuable for networking, getting to know new trends and a feel of what is happening in the Philippines call center industry.” T-ONE VISION 2015 HIGHLIGHTS: Hear from top Call Centers in your country-Teleperformance, Transcom, and more 3 KEY THEMES: Servicing across Multi Channels, Improving Company Culture, Workforce Management and Development, Customer Experience Enhancement 2 in-depth workshops to deep dive into hot topics such as Social Media and Company Culture 2 interactive roundtable discussions led by experts for better networking, deeper conversation and easier sharing Unprecedented all-star management panel putting decision makers on the spot to help you better understand how to create a 360 Degree Strategy for Exceptional Call Centre Performance
  2. 2. Dear Colleague, The Philippines’ expanding call center industry is not just growing in numbers, but reach too... With customer service moving beyond single channel private conservations and toward multi-channel complex delivery ecosystems. Adapting to this hyper-connected digital economy has never been more important. It is against this background that IQPC is proud to bring for the second time, Call Center Week Philippines which will give you an opportunity to hear best practice case studies and discuss reliable and proven strategies for improving the efficiency and effectiveness of your call centre. We understand you’re in the midst of extraordinary change with social, mobile and digital technology accelerating at an unprecedented speed. With this, customer rules of engagement are changing and so must your own. We know that to keep up with these changes and evolve your operations your company may require new skills, leadership, and definitive ROI. In order to better equip your self and keep ahead of the competition, the 2nd Annual Call Centre Week Philippines Conference will focus on these changing issues and provide you a platform to hear from giants of the industry - Teleperformance, Transcom, Western Union, Crawford and Company, Alltel, Bayview and more! I look forward to meeting you this June in Manila Rahul Soliwal Conference Manager It’s a very good venue to learn from the great minds in the industry. Being aware of the new technology and how the industry will change .” LEXMARK TOP TRENDS IMPACTING PHILIPPINES CALL CENTERS IN 2015 CUSTOMER EXPERIENCE AS THE TOP PRIORITY Most companies are just doing enough to get by when it comes to providing good customer service. But by 2020, customer experience will overtake price and product as the key brand differentiator. With this in mind and with loyalties easily slipping, executive leaders from across many of the best companies are mandating service excellence as their top business priority THE MULTI CHANNEL OPTION Customers will continue to be empowered by multi-channel choices. They might start on Twitter, switch to web chat and end with a phone call. Cross-training your agents to understand customer expectations and communication styles has never been more important. Therefore, a robust customer experience relates to the experience on the phone, web and social channels. WORKFORCE AND TALENT ATTRACTION Improving company culture, workforce management and development continue to be the core concerns in efficiently operating call centers. Also the very best contact centers separate themselves through culture. Explore how to retain those who can handle complex issues, find consistent resolution and delight customers. DATA, DATA AND MORE DATA Using data to drive decisions is no longer a luxury; it’s the expectation without exception. At Call Center Week explore real-time analytics, big data as it relates to call centers, social sentiment, behavioral data usage and more. YES, EVERY CLOUD HAS A SILVER LINING!!! Reduction in capital expenditure was the most commonly cited reason for a move to the Cloud (45%), followed by the belief that a Cloud-based system would aid a company’s growth (37%) and Cloud computing’s ability to bring faster deployment in their Call centers (28%). As technology continues to advance, so do your options to streamline your systems and platforms. Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg
  3. 3. MEET THE SPEAKERS Marck Viardo Site Manager, Alltel Jason Lock Chief Operating Officer, Asia Pacific, Transcom Katsumi Kubota COO, Fast Retailing Philippines Frederick Lontok Air France-KLM APAC Sales & Service Center Manager, International Airline Services Rookie Jonathan Camaclang Director, Head of Country Shared Sercives Operations, Crawford and Company Jardine Book Head of Contact Centre, Bayview Rajiv K Bose Vice President, WFM, Training, Transition and Client Servicing, Teleperformance Rajiv Bose is the Vice President for Training and Implementations in Teleperformance Philippines. He is responsible for the onboarding and continuous development of ~36,000 agents across 16 business verticals housing 90 accounts. Rajiv joined Teleperformance when it acquired Aegis in August of 2014. Prior to the acquisition, Rajiv functioned for three years as the Vice President for Workforce Management, Training, Transitions, and Client Servicing. He joined the Aegis family in India as the Vice President for International Operations and was responsible formanaging Collections, Recoveries, and Customer Service. Rosauro Misayah Operations Manager, Convergys Philippines Fritzie Jane Fuertes Site Director / Director of Operations, Teleperformance Philippines Jett L. Tinio President & CEO, PhilAm Call Center Services Jeffrey Uthoff CEO, OrangeGorilla, Inc. Jeffrey is a Proven Executive Contact Center leader with over 25 years of global experience in the US, Canada, Mexico, Central America and the Philippines. His responsiblities include board seats, executive operations, sales leadership and client relationship management. Serves on the Call Center Association of the Philippines (CCAP) Board of Directors for years 2011 to 2014. Simon Lee Head of Sales, Interactive Intelligence Siva Subramaniam General Manager - Asia Pacific, Transcom Siva had over 25 years of Senior Management experience across Asia Pacific with expertise in the areas of Call Center Management, Sales, Channel and Marketing Management, Customer Relationship Management, Operational Management including Professional Services, Customer Care touch points, Supply Chain & Logistics and P&L Management in major industries including Financial Services Industry, Transportation, Information Technology and Outsourcing. Rudyard Von De Leon Director, Customer Care Operations, Western Union Von has a decade of solid experience in the call center industry, spanning Training, Quality, Operations, Vendor Management and Global Care Process Management. He has grown quite significantly in Western Unionwherehehandledregionalandglobal capabilities, particularly on launching new products and services, supporting customer care transformation and streamlining end- to-end business processes. He has a strong track record of developing effective teams in online and offline environments (for both captive and outsourced sites), while consistently championing process improvements and managing CSC volume / demand. Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg
  4. 4. Global Call Centers n Expansion n Attracting Talent n Balancing n Company Culture Moderator: Jeffrey Uthoff, CEO, OrangeGorilla, Inc. CONFERENCE DAY ONE Wednesday, 3rd June2015 12:00 Adding Channels, Expanding Reach: Deep Dive into the New Technologies Revolutionizing Philippines Contact Centers In today’s market, customers want more than just a good product and a timely response; they want to be communicated with instantly, and on their chosen device. They want exceptional customer service, and they want it at a time that’s convenient to them. According to Bain & Company, a customer is 4 times more likely to defect to a competitor if a problem is service related rather than price or product related-proving that customer service really is everything! This session will deep dive into the technologies that can help your contact Center achieve this: n Voice mining n Tech mining n Intelligent virtual agents (IVAs) n Automatic Answering Machines n VOC for Asian voices Fritzie Jane Fuertes Site Director / Director of Operations, Teleperformance Philippines 12:45 Lunch Break 13:45 Making change work for you: Best practice within the people side of change n Understanding and preparing for organizational change n Preparing your people to cope with change and stop the spread of discontentment n Coping with attrition, absenteeism and a moving value proposition n Monitoring employee engagement through change and acting on it swiftly n A change can do you good! Positioning your company to promote and take advantage of the opportunities within change management Jett L. Tinio President & CEO, PhilAm Call Center Services 14:30 With 1.3 million workers by 2016, how is the Philippines shaping up to deal with serious health risks faced by the call Center workers n Best practices in maintaining a work-life balance or the health of call Center workers n Work-life balance as a way to combat health risk and simultaneously address key challenges in keeping staff and preventing attrition n Agent work place is not only about salaries-do companies/ personal realize this? n Deep diving into rules of the Occupational Safety and Health Center of the labor department n How can the country dissuade it self from being non competitive in the near future with focus on the most basic international labor standards Jason Lock Chief Operating Officer, Asia Pacific, Transcom 15:15 Scope and opportunity of expansion beyond Metro Manila to “second wave” cities n Yes this has been an on-going talk but is the industry up to meet its challenges? n How are companies developing a location strategy to meet your specific objectives relative to labour pool availability, languages, costs and risks n Rural BPO-eye opener on job expansions outside the metro? Simon Lee Head of Sales, Interactive Intelligence 16:00 Afternoon Break and Networking 16:30 Local vs Global: Maximizing the opportunities in both The call Center industry in the Philippines is united in many ways, however there are different challenges Filipino owned companies face to that of global companies. These deep dive roundtables give you the opportunity to explore the challenges affecting your sector of choice. Each facilitated by an expert moderator, you will be able to network with regional experts working in local and global call Centers. Network. Benchmark. And come away from this session with ideas for change. Local Call Centers n Funding n Attracting Talent n Growth n Company Culture Moderator: TBA 17:30 Closing Remarks from Chairperson 17:40 End of Conference Day One 09:00 Opening Remarks for the Chairperson The Modern Customer-Servicing across Multi Channels 09:15 Establishing a road map to a happy modern customer : Servicing the way they want it n Creating the Multi-Channel Contact Center of the Future n Strategizing on implementing channels beyond voice n How do you set appropriate KPIs to effectively measure the progress of implementation of multi channels? n How do you optimize experience across multi channels? Jeffrey Uthoff, CEO, OrangeGorilla, Inc. 10:00 Migrating to multichannel platforms-Do you need to? How can you overcome challenges in doing so? What do you need to know? n Enhancing call center efficiency and improving customer service at the same time n Developing a strategy to implement effective KPI’s across multiple touch points n Creating a structure to assist your existing work force to spread across channels n Overcoming the challenges of migrating to a multichannel platform Frederick Lontok Air France-KLM APAC Sales & Service Center Manager, International Airline Services SivaSubramaniam,GeneralManager-AsiaPacific,Transcom 10:45 Morning Break and Networking Current and Future Call Center Trends in the Philippines 11:15 Integrating and maintaining a robust social media strategy in your existing call center set up n Identifying the right channels for your company- twitter, community forums, YouTube, Facebook, blogs, LinkedIn- how does your customer want to connect? n Understanding your social customer in order to build a valuable, long lasting relationship n Following social media etiquette to avoid negative associations to your brand n Best practices in setting KPI’s to monitor social media n Analyzing social feedback- developing social analytics and dashboards to provide insight into relevant data Rudyard Von De Leon Director, Customer Care Operations, Western Union ROUNDTABLEDISCUSSION PANELDISCUSSION Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg
  5. 5. CONFERENCE DAY TWO Thursday, 4th June 2015 09:00 Opening Remarks for the Chairperson Improving Company Culture, Workforce Management and Development 09:10 Enhancing company culture: Motivation and Leadership n Having a robust process in place in order to have seamless internal operations avoiding conflicts n People empowerment – including the operations team in the process n Utilizing the culture of your workforce and implementing appropriate incentives n Recognizing the fun and positive reinforcement that Gamification can bring to customers and employees alike n Delving into the latest Gamification and e-learning software’s and assessing the true value of implementation n Promoting your leadership program to attract young people and improve Gen Y engagement Jardine Book Head of Contact Centre, Bayview 09:55 Enhancing company performance by incorporating effective employee training. n Linking trainer performance to operational performance n How to make training relevant to operations n Learning about systems that can be put in place to support change and drive consistency Rajiv K Bose Vice President Training and Implementations Teleperformance 10:40 Morning Break and Networking 11:10 Looking for seamless growth in the number of agents? Growing leaders is your go-to solution n Are you really developing your leaders? How can companies ensure that they are building good leaders n Aligning your leadership programmes to your growth plans n What are the best practices in monitoring leadership credentials n Making it meaningful for talent to stay in the organization- allowing leaders to understand where they fit in the grand scheme n Opening up the channels of communication to allow feedback 11:55 Change management- Adapting to changes to suit the needs of your company n In the fast paced, furious call center world things can change overnight- Be ready and strategize to manage changes in customer needs n Coping with changes in technology adaptation n Understanding how change in management will impact your talent n Keeping up with the shifting goals and readdressing manpower needs accordingly- how leaders can adapt n Fostering a collaborative culture and improved working relationships Marck Viardo Site Manager, Alltel 12:40 Lunch Break 13:40 Integration in the Cloud: An important appeal to your Contact Center? Reduction in capital expenditure was the most commonly cited reason for a move to the Cloud (45%), followed by the belief that a Cloud-based system would aid a company’s growth (37%) and Cloud computing’s ability to bring faster deployment in their contact Center (28%). What’s your reason? Have you made the move? Do you need to? What you need to consider and what’s next? n Evaluating the benefits of integrating Cloud and its service ability for exceptional Contact Center Performance n Integrating cloud with other collaboration tools, social media tools and CRM systems n Addressing flexibility and scalability parameters for Cloud-based contact Center n Evaluating whether a move to the Cloud may or may not be the right solution for your contact Center n How important is selecting an efficient cloud provider? Excellent talk from Steve Riddell! Other speakers gave additional insights on how to improve effectiveness and efficiency of the contact center” ACE Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg
  6. 6. CONFERENCE DAY TWO Thursday, 4th June 2015 16:30 How can you better understand your customers? Deep Dive into Data Analytics Big data and data analytics have long been buzzwords in contact center strategy, but for many of us an excess of data is an inconvenience to be disposed of safely, rather than a valuable mine of information to be tapped. But times are changing and organizations are more ready now to adopt analytics as more realize its productivity benefits. n Understanding the analytics value chain- how data can drive decisions and improve performance n Deep dive into analytics techniques- regression, time series models, scoring, scenario based models and probabilistic estimations n Measuring your delivery approach- enabling valuable insights and better decisions through effective collection, storage analysis and management of quality information n Relaying information back to the business- accurately forecasting what data will impact the business’s bottom line and relaying that in a clear 17:15 Closing Remarks from Chairperson 17:20 End of Conference Customer Experience Enhancement 14:25 Improving customer loyalty- Skill improvement equates to performance n Working towards exceeding customer expectations to drive customer loyalty n Fully analyze your existing service and highlight where you can increase customer satisfaction n Navigating the fine line between pushing your agents to achieve maximum operational productivity and brushing your customer aside Katsumi Kubota COO, Fast Retailing Philippines 15:20 Afternoon Break and Networking 15:50 How to enhance customer experience, increase consumer engagement and loyalty in the call centers without losing track of operational efficiency? n Monetising the customer experience journey beyond the current package to unlock value related to customer core demand n Delivering a unique promise to distinguish your offering so customers become loyal advocates n Changing call centers’ identity from cost centers to sales centers Rosauro Misayah Operations Manager, Convergys Philippines The call center week event really helps the industry calibrate and ensure that the industry stay focused” TELEDEVELOPMENT This conference has been a great opportunity to network and meet peers in the call center Philippines industry” GENERAL MOTORS PANELDISCUSSION Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg
  7. 7. Tuesday, 2nd June 2014 • 9am - 12pm SITE TOUR & WORKSHOPS Tuesday, 2nd June 2014 & Friday, 5th June 2015 Implementing Social Media into Your Existing Platform to Drive Customer Engagement and Reduce Operating Costs Social customer service is a great new opportunity to drive customer satisfaction and loyalty and reduce contact center operating cost. In Asia, many companies have attempted to adapt social media into their multi-channel platform, but how many have got it right? n Identifying the right channels for your company- twitter, community forums, YouTube, Facebook, blogs, LinkedIn- how does your customer want to connect? n Setting appropriate KPIs to effectively measure the progress of implementation n Understanding your social customer to build a valuable, long lasting relationship n Following social media etiquette to avoid negative associations to your brand n Analyzing social feedback- developing social analytics and dashboards to provide insight into relevant data Rudyard Von De Leon Director, Customer Care Operations, Western Union Friday, 5th June 2015 • 9am - 12pm The Intangibles of Executive Leadership This workshop is intended to focus on non-quantifiable measures that can help shift paradigms from the traditional performance management approach. This workshop addresses executive development by touching success-profiling and leadership-profiling. The half-day program will help leaders and executives develop a flexible and resilient strategy that is executable and aims to create measurable alternatives to non-objective goals. This workshop aims to: n Improve managing and mitigating risks assessment n Gaining new insight into active-profiling n Effective ways to earn trust and build coalitions between executives n Driving the organisations strategic direction n Learning new perspectives on internal management issues n Expanding executive insight and turning opportunities into profit Rookie Jonathan Camaclang Director, Head of Country Shared Sercives Operations, Crawford and Company Friday, 5th June 2015 • 1pm - 4pm A B SITE TOUR WORKSHOPS Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. They have 29,000 customer experience specialists at 54 contact centers across 23 countries, delivering services in 33 languages to over 400 international brands in various industry verticals. We are where your customers are. Transcom has four office locations in the Philippines and capacity totaling over 6800 seats. Transcom’s centers are located in three different areas of the region (Metro Manila, Bacolod City, and Iloilo City). Transcom offers a full range of services to an international client base. Transcom’s clients in the Philippines include companies in the following sectors: n Financial and Insurance n Telecoms/Entertainment n IT n Retail n Government Site tour will be for 3 hrs and will include: n Corporate Presentation n Contact Centre Presentation and Q&A n Tour of the operating premises Benefits of attending n Understand the operational ins and outs of running a best-in-class Contact Centre n Acquire first-hand knowledge by speaking to the head of Contact Centre n Share your thoughts and questions about the technological solutions and their practical ROI n Network with Contact centre professionals from your region in a more relaxed setting Who is the site tour for? n Site tours are accessible for Contact Centre practitioners and solutions providers only. n Slots are limited to 20 for each tour, so book now to secure you place! Spaces are limited so book early to avoid missing out Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg
  8. 8. LIMITED SPONSORSHIP OPPORTUNITIES AVAILABLE 2015 SPONSOR: Can your company deliver efficiency and added value to Call Center functions? Are you looking to establish footprint in fast-growing Philippines market? Call Center Week Philippines 2015 gives you a plethora of opportunities to meet Philippine decision makers looking to drive efficiency in their call Centers The right event to get involved Engage directly with 80+ attendees across industries from Philippines, who are actively seeking better products and solutions to help enhance their call Center performance Branding exposure guaranteed: leverage on our print and online advertisements, website, brochures and weekly email campaigns to reach the right Call Center audience to your business Tailored business development arrangements: simply let us know which organizations and job titles you are targeting and we will help you research, qualify and invite the specific prospects you are targeting to attend the conference Contact us now at sponsorship@iqpc.com.sg or call +65 6722 9388 to discuss how we can tailor our sponsorship packages to suit your business objectives. Interactive Intelligence Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of software and services designed to improve the customer experience. The company’s 6,000-plus customers worldwide have benefitted from its cloud and on-premises solutions for contact center, unified communications, and business process automation. Interactive Intelligence is among Software Magazine’s 2013 Top 500 Global Software and Service Providers, and has received a Frost & Sullivan Company of the Year Award for the last five consecutive years. In addition, Glassdoor honored Interactive Intelligence with its 2014 Employees’ Choice Award as one of the Best Places to Work in the U.S., and Mashable ranked Interactive Intelligence second on its 2014 list of the Seven Best Tech Companies to Work For. The company was founded in 1994 and employs more than 1,900 people worldwide. Interactive Intelligence is headquartered in Indianapolis, Indiana and has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. www.inin.commy Past sponsors included: SPONSORSHIP OPPORTUNITIES Phone: +65 6722 9388 n Mobile: +65 9245 1291 n Fax: +65 6720 3804 n Email: Nathan.Arumugam@iqpc.com.sg
  9. 9. 5 WAYS TO REGISTER +65 6720 3804 www.callcenterph.com IQPC Worldwide Pte Ltd, 61 Robinson Road, #14-01 Robinson Centre, Singapore 068893 DELEGATES REGISTRATION DETAILS Mr. Mrs. Ms. Dr. OtherTitle: Country: Postcode: First name: Surname: First name: Surname: Address: Job Title: Department: Telephone:EmailAddress: Company:EmailAddress: Approving Managers Name:  I agree to IQPC’s payment terms. Date:Approving Managers Signature: Delegates Signature: EmailAddress: If the invoice is to be addressed for the attention of a different person than the delegate, please complete the details below: If you have not received an acknowledgement before the conference please call us on +65 6722 9388 to confirm your booking. OFFICE Fax:Telephone: OFFICE MOBILE DD / MM / YYYY Hotel accommodation and travel costs are not included in the registration fee. A reduced corporate room rate has been arranged for attendees at this conference. To take advantage of this special rate, please process the hotel room reservation form provided upon confirmation of your attendance. VENUE & ACCOMODATION IQPC recognises the value of learning in teams. Group bookings at the same time from the same company receive these discounts:  3 or more 7%  5 or more 10%  8 or more 15% This offer is exclusive of the early bird discount. Call us for a special discount rate for teams of 10 and above. Not applicable to workshop(s) only bookings. TEAM DISCOUNTS I am registering as a delegate, please send me an extra set of Conference Documentation with Audio CD with a USD100 discount: USD699. I cannot attend the event, please send me the Conference Documentation and Audio CD at USD799. I cannot attend the event, please send me the Conference Documentation only at USD549. Orders without immediate payment or credit card details will incur a processing fee of USD99 per delegate. (N.B.Advance orders will determine whether or not this conference will be recorded - Please enclose payment with your order.) Any custom duties & taxes imposed on the shipment of order/s shall be borne by the recipient. CONFERENCE DOCUMENTATION IQPC CANCELLATION, POSTPONEMENT AND SUBSTITUTION POLICY •You may substitute delegates at any time by providing reasonable advance notice to IQPC. • For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference. • In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend in on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement. • Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances. • IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fire, labor strike, extreme weather or other emergency. • Please note that while speakers and topics were confirmed at the time of publishing, circumstances beyond the control of the organizers may necessitate substitutions, alterations or cancellations of the speakers and/ or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary without any liability to you whatsoever. Any substitutions or alterations will be updated on our web page as soon as possible. DISCOUNTS: All ‘Early Bird’ Discounts require payment at time of registration and before the cut-off date in order to receive any discount. Any discounts offered whether by IQPC (including team discounts) must also require payment at the time of registration. All discount offers cannot be combined with any other offer. YOUR DETAILS: Please email our Database Manager at enquiry@iqpc. com.sg and inform them of any incorrect details which will be amended accordingly. DATA PROTECTION: Personal data is gathered in accordance with the Data Protection Act 1984.Your data may be passed to other companies who wish to communicate with you offers related to your business activities. If you do not wish to receive these offers, please tick the box below. Please do not pass my information to any third party. Registrations/orders received without immediate payment or credit card details will incur a processing fee of USD99 per delegate. Payment is due in full upon receipt of invoice. Full payment prior to the event is mandatory for attendance. PAYMENT TERMS IQPC WORLDWIDE PTE. LTD. Company Registration No: 199702288Z ©Copyright 2015 IQPC Worldwide Pte. Ltd. All rights reserved. This brochure may not be copied, photocopied, reproduced, translated, or converted to any electronic or machine-readable form in whole or in part without prior written approval of IQPC Worldwide Pte. Ltd IQPC Bank Details: Account Name: IQPC Worldwide Pte Ltd Bank Number: 7232 Account Number: 260-085824-690 Swift Code: HSBCSGSG Bank Address: The Hong Kong and Shanghai Banking Coporation, 21 Collyer Quay, #08-01 HSBC Building, Singapore 049320 Correspondent Bank: HSBC Bank USA, New York Swift Code for Correspondent Bank: MRMDUS33 All bank charges to be borne by the payer. Please ensure that IQPC receives the full invoiced amount.  BY DIRECT TRANSFER Please quote 24258.002 with remittance advice PAYMENT METHOD  I WISH TO PAY BY CHECK / BANK DRAFT: MADE PAYABLE TO IQPC WORLDWIDE PTE LTD Signature: Date:  I WISH TO PAY BY CREDIT CARD: PLEASE DEBIT MY CREDIT CARD Name Printed on the Card: Card Number: / / / Visa MasterCard American ExpressCard Type: M M / Y Y Y YExpiry Date: DD / MM / YYYY • Discounts DO NOT apply to workshop(s)-only bookings • Registrations without immediate payment or credit card details will incur a processing fee of USD99 per delegate CONFERENCE PACKAGES ALL PRICES SHOWN ARE IN US DOLLARS STANDARD PRICING PACKAGES A LA CARTE 2,696 (SAVE 400) 599 Conference + Full Day Workshops + Site Tour Site Tour Only Conference + Full Day Workshops Workshops only 2,297 (SAVE 200) 499 Conference 1,499 n Pre conference site tour: 2 June 2015 n Main conference: 3 – 4 June 2015 n Post conference workshops: 5 June 2015 n Venue: Manila, Philippines Please complete in BLOCK CAPITALS as information is used to produce delegate badges. Please photocopy for multiple bookings. Your priority registration code is printed below. Please quote it when registering. EVENT CODE: 24258.002 EQ +65 6722 9388 / +65 9245 1291 Nathan.Arumugam@iqpc.com.sg

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