1. (Customer Center Industry Research Center-KOREA)
2013 APCCAL EXPO
“Keen to Market, Obsess to Customers!!”
November 11-13, 2013
CIRC-Korea
(Customer Center Industry Research Center-KOREA)

2. CONTENTS 1. Introduction 2. Overview of 2013 APCCAL EXPO
3. Programs by Date
4. Hotel (Lodging) Information
5. Transportation (Arrivals & Departures)
6. Application for Participation
7. Application for Awards (Trophies)

3. 1. Introduction “2013 APCCAL EXPO KOREA! ! Welcome to KOREA ! - 1 -
Dear Leaders, Delegates and Vendors !
This is KJ Cheong, chairman of Korea Callcenter Information Research Center (CIRC- Korea) . It is our great honor to host the 6th APCCAL EXPO.
This event will be held from November 11th to 13th in Grand Hilton Convention Centre in Seoul. More than 600 Korean participants along with other 200 delegates from the Asia Pacific countries will be together and share a variety of programs from a half day tour to DMZ and special seminar on call center management, main conference, technology exhibition, gala networking dining, call center site visits, and even enjoy an optional tour of Seoul.
Our staff of CIRC-KOREA will do our best to make our domestic and foreign participants and vendors satisfied. We will provide you with Korean style hospitalities! We look forward to meeting you in Korea this coming November!
Chairman of CIRC
K.J. Cheong.
- 1 -

4. 2. OVERVIEW of 2013 APCCAL EXPO-1
2013 Expo Overview
Date : Nov. 11th ~ 13th (Conference & EXPO will only be held on Nov. 12th)
Place : Grand Hilton Convention Center 4th Floor, Hongeun-dong, Seoul, Korea
Auspice : APCCAL (Asia Pacific Call Center Association Leaders)
Host: CIRC-KOREA(Korea Call Center Information Research Center)
Supporting agencies: MOTIE, Korea Tourism Organization, Hyosung ITX, ININ etc..
Participants: Around 800 (Local: 600 and Asia-Pacific area: 200)
Agenda
Agenda
Participants
Mon.(11)
Tue.(12)
Wed.(13)
APCCAL Leaders Meeting
APCCAL Leaders
Morning
Cultural Tour
Delegates
Afternoon
Special Seminar
APCCAL Conference & EXPO
All day
Gala Dinner Networking
Evening
Call Center Tour
- 2 -

5. 2. OVERVIEW of 2013 APCCAL EXPO-2
Programs - Nov. 11th
APCCAL
Leaders Meeting
Cultural Tour
Special Seminar
Date : Nov. 11th (Mon.)
09:00 ~ 13:00
Place : 2nd Floor.
Grand Hilton Crane Room
Participants : APCCAL Leaders
Agenda
- Next APCCAL EXPO Place
- Operational Guidelines
Date : Nov. 11th (Mon.)
13:30 ~ 21:00
Place : Seoul, Korea
(Gyeongbokgung Palace,
Myeong-dong, etc.)
Participants : Approx.200
Main Program
- Cultural Tour
- Shopping & Dinner
Date : Nov. 11th (Mon.)
13:30 ~ 18:00
Place : 3rd Floor. Grand Hilton
Convention Center
Diamond Hall
Speaker : Brad Cleveland
(ICMI Representative)
Main Topics: Call & Trunk
Forecasting, Staffing
and Budgeting in the
inbound call center
Max Capacity : Approx. 70
Early Reservation Required
- 3 -

6. 2. OVERVIEW of 2013 APCCAL EXPO-3
Program – Nov. 12th, 13th
APCCAL
Conference & Expo
Gala Dinner
Networking
Call Center Tours
Date : Nov. 12th (Tue.)
08:30 ~ 18:00
Place : 4th Floor. Convention
Center, Grand Hilton
Major Program
- Keynote
( APCCAL Sidney Yuen,
ICMI Brad Cleveland)
- Panel Discussion
- P.M. Session Presentations
(Overseas Trends, Management
& Strategy, Enabling Services
- Exhibitions (All Day)
Participants : Approx. 900
( Korean/APCCAL)
Date : Nov. 12th (Tue.)
18:20 ~ 21:00
Place : 2nd Floor
Grand Hilton Grand Ballroom
Major Program
- Awarding Ceremony
- Dinner & Intl. Networking
- Entertainment
Participants : Approx. 250
( Korean/APCCAL)
Date : Nov. 13th (Wed.)
10:00 ~ 17:00
Place : Seoul/Gyeong-Gi
Types : 4 different programs
Participants : Approx. 150
- each 3 Centers (4 Groups)
- essential to reservations
- free lunch will be provided
Types of Sites to visit
- Public & Private Centers
- Outsourcing
- Technology
- 4 -

7. 3. Programs by Date-1 Cultural Tour (Nov. 11th) - 5 -
Date : Nov. 11th (Mon.) 13:30 ~ 21:00
Place : Seoul, Korea - Gyeongbokgung Palace, Myeong-dong, etc.)
Participants : Approx. 200
Program Schedules
Area
Time
Agenda
Remark
Seoul
13:30
14:00
16:00
18:00
20:00
Guide meeting (Grand Hilton Hotel)
Trip to Gyeongbokgung Palace, Namsangol
(Village of Korean Traditional House)
Myeong-dong Shopping Town
Move to dinner place / dinner time
Back to Grand ilton Hotel and Dissolution
Vehicle:
Exclusive
bus
- 5 -

8. 3. Programs by Date-2
Special Seminar with Brad Cleveland - (Nov. 11th)
Date : Nov. 11th (Mon.) 13:30 ~ 18:00
Place : 3rd Floor. Diamond Hall, Convention Center, Grand Hilton
“Mastering the Heartbeat of Call Center Management: Service Level with Quality”
(The call center profession’s most popular seminar is coming to Korea!)
This world-renowned seminar has been an industry favorite for over two decades, and for good reason: it covers the skills and knowledge you absolutely, positively must have to run an effective call center. In step-by-step format, Brad Cleveland walks you through principles that will remain with you throughout your career!
Topics include:
The immutable laws and service dynamics that are part of any call center
The 9 planning steps of effective call center management
What it takes to accurately forecast, staff and schedule
The tradeoffs between service level, agent occupancy, staff and costs
How service level and quality are highly interrelated
How to apply time-tested management principles to new contact channels
How to explain these principles to others in your organization and get them on board.
Speaker (Brad Cleveland, ICMI Representative)
▹ Customer Strategy and Management Division Global exchange
▹ Major Clients and Consulting:AMEX, Apple, Coca-Cola,   HP, the American / Canadian /
German government
▹ The New York Times, The Wall Street Journal  For lecture / Consulting / Contributor
- 6 -

9. Networking Dinner / Exhibition Visit
3. Programs by Date-3
Conference & EXPO (Nov. 12th)
Date : Nov. 12th (Tue.) 08:30 ~ 18:00
Place : 4th Floor. Convention Center Grand Hilton
Participants : Approx. 800 ( Korean 600, APCCAL 200)
Program 1 <Morning Session>
Time
Topic of Speech
08:30 ~ 09:00
Registration
09:00 ~ 09:30
Opening Ceremony
- Opening Remarks (APCCAL, CIRC)
- Congratulatory Speech (Ministry of Commerce, Industry and Energy etc.)
- Awarding Ceremony
09:40 ~ 10:20
Keynote Brad Cleveland (ICMI Representative)
“How to Create Customer Obsession in a Contact Center”
10:30 ~ 11:10
Keynote Sidney Yuen (APCCAL Chairman)
“Current Situations, Progress Directions, and Alliance Strategies of Asia Pacific"
11:20 ~ 12:00
Panel Discussion – Trends and best practice of Call Center Markets in Asia
- Moderated by one of the association leaders
12:00 ~ 13:10
Networking Dinner / Exhibition Visit
- 7 -

10. Major Topic of the Sessions
3. Programs by Date-4
Conference & EXPO (Nov. 12th)
Program 2 <Afternoon Session>
Time
Major Topic of the Sessions
Overseas Trends
Management & Strategy
Enabling Services
13:10 ~ 13:50
How to enter into the
Philippines Call Center Market?
<CCAP-Philippines>
A story of L&C Customer Center values customer interaction
<KYOWON Call center>
Upgrading a Call Center to CRM Center
<Kong-Young DBM>
14:00 ~ 14:40
The future of Indonesia
Call Center Industry
<ICCA - Indonesia>
Call Center KMS (Knowledge Management System)
<KYOBO Life Insurance>
The Value of Interaction Process Automation
<ININ>
14:50 ~ 15:30
Overview of Malaysian
Call Center Markets
<CCAM – Malaysia>
A Case story of constructing Health Care CRM Customer Center
<National Health Insurance>
Smart Contact Center
<Nexus Community>
15:30 ~ 16:00
Coffee Break &International Networking / Exhibition Visiting
16:00 ~ 16:40
Understanding Call Center
Markets of Hong Kong
<HKCCA – Hong Kong>
Customer Service Operation Strategy of Slow Growth Period
<STM Consulting>
Operational efficiency and technology in the Call Center
<MPC>
16:50 ~ 17:30
How to understand Australian
<CCMA, ATA- Australia>
The Importance of Service Quality and Improvement Strategy
<Core Consulting >
Development of enhanced operational measures in customer center – beyond the BSC framework
<Meritz Fire Insurance>
17:30 ~ 18:00
Closing
- 8 -

11. 3. Programs by Date-5 Exhibitions (Nov. 12th) - 9 -
Nov. 12th (Tue.) 08:30 ~ 18:00
Place : 4th Floor. Convention Center Grand Hilton
Participants : about 800 (Korean 600, APCCAL 200)
Booth scope : 3*3 fifteen booth (for booking)
The main exhibition items
- Call Center solution (CTI, PBX, IVR)
- Call Center other equipment (head set, IP phone)
- Software (soft phone, WFMS)
- Office furnitures and environmental facilities
(Furniture, noise reduction, etc.)
- Counselor’s health care products and facilities
- Customer Service Training and Consulting Programs
- Other company products and image promotion
- National public authorities and local governments
- 9 -

12. Sector and key technologies
3. Programs by Date-6
APCCAL Expo (전시회)
Callcenter Visit (Nov. 13th)
Date : Nov. 13th (Wed.) 10:00 ~ 17:00
Place : Seoul/Gyeong-Gi
Participants : Approx each, 3 Centers (3 Groups) (Pre-Reservation Required)
Sites to visit : Public & Private Center, Outsourcing, Technology
Visit group
Time
Orgnization
Sector and key technologies G1
10:00 ~ 11:30
UBASE
Outsourcing Operations
13:30 ~ 15:00
SKTelecom
Telecom
15:30 ~ 17:00
Samsung Fire Insurance
Fire Insurance G2
Hyosung ITX
Outsourcing
CJ Telenix
Call center Operation, Outsourcing
KYOBO life
Life insurance G3
MPC
KEB
(Korean Exchange Bank)
Financial/Bank
NEXUS community
Technology Company(Contact Solution)
* The groups & sites can be changeable.
- 10 -

13. Call Center Visit Information (Group 1)
3. Programs by Date-7
APCCAL Expo (전시회)
Call Center Visit Information (Group 1)
Time
Origination
Sector
Employee
Center info
10:00 ~
11:30
UBASE
Outsourcing
Operating
total 8,600
visit center 4,300
Representative in Gyeong-Gi Captive Outsourcing,
Ebay, Hyundai Card, Samsung, GS Home Shopping,
KB Card and call center services outsourcing company operating more than 60
13:30
15:00
SK Telecom
Telecom
total 2,872
visit center 357
South Korea's largest mobile operator, the call center multi-channel (voice, screen ARS services, etc.),
providing high- quality services and representing
a center of excellence
15:30
17:00
Samsung
Fire Insurance
total 1,176
visit center 557
Anycar Services founded in 2002, is the best auto insurance brand in Korea. Based upon honesty and trust, Anycar Service is staffed with 1,100 counselling agents, the largest in Korea and operates 24 hours
a day. Anycar Services is also equipped with the most advanced technologies such as IPCC, LBS, and unmaned report systems. At all, Anycar Services propose standard model in call center operations in Korea.
- 11 -

14. Call Center Visit Information (Group 2)
3. Programs by Date-8
APCCAL Expo (전시회)
Call Center Visit Information (Group 2)
Time
Origination
Sector
Employee
Center info
10:00 ~
11:30
Hyosung ITX
Outsourcing
Operating
total : 6,000
Visit center:
2,400
Business Solution providing company, providing busi- nesses and customers, to manage the Communication Channel Contact Center Network Infra with a variety of projects and companies that provides technology to perform as Business IT Service.
13:30
15:00
CJ Telenix
Call Center
Operation,
Consulting,
Outsourcing,
IT management
total 2,850
(19 centers)
visit center 985
CJ Telenix, founded in 1995, the first home-shopping call center in Korea, is currently processing all the call center business of CJ group. From TV home-shopping, delivery services, wired & wireless telecommunications, food services, entertainment/media, CJ Telenix manages customer interactions, group VOC, construction and consulting of overseas customer centers. Since 2004, CJ Telenix has been ranked as No.1 at NCSI in TV home-shopping business. CJ Telenix also was awarded of presidential awards for operating especially with physically impaired persons.
15:30
17:00
KYOBO Life
Life Insurance
total : 800
visit center : 270
Life insurance representatives in Korea, Inbound Customer Service, Outbound, Customer Satisfaction, and perform monitoring tasks. Maintenance services to our customers by providing differentiated customer
loyalty ensure strength and contribute to increase
the value of the company.
- 12 -

15. Call Center Visit Information (Group 3)
3. Programs by Date-9
APCCAL Expo (전시회)
Call Center Visit Information (Group 3)
Time
Origination
Sector
Employee
Center info
10:00 ~
11:30
MPC
utsourcing
Operating
Total : 3,600
(5 Centers)
visit center:
MPC, founded in 1991, has grown to the best enterprises’ marketing partner for enhancing customers’ value. MPC launched business with database marketing and grown to CRM solutions & services, comprehensive marketing solution provider. MPC has accumulated
22 years abundant biz know-how for domestic-first call center
outsourcing.
13:30
15:00
KEB
Financial/Bank
780
Korea with the highest quality financial professional
call center through Six Sigma projects and maintain
the highest quality available. Dedicated to marketing, banking, inbound / outbound, credit card inbound /
outbound conducting business
15:30
17:00
NEXUS
Community
Technology
company
(Contact
Solution) 92
Contact Center CTI M / W, Cloud Solution, UC (Unified Comm-
unications) Solution, EMS (Energy Management System)
Solution as expertise in the company's call center.
China, (Shanghai, Beijing), Japan (Tokyo) are operated offices in China as a partner of the SI channel Gransys (Taiwan),
IBM China, etc., and SI channel partners in Japan NESIC (NEC Series), CTC, Tsuzuki, etc.
- 13 -

16. Can buy items from nearby 24- hour convenient stores
4. Hotel (Lodging) Information-1
Designated Hotel
Building Type
Name
Grade
Cost/per night
Distance
& others
Website M
Grand
Hilton
Hotel
(Main
Building)
5 Stars
Deluxe Single
: 217,800 KRW per day
(200 USD)
*Includes 1 Breakfast ticket
Within the
Same Building R
Residence
2 bedrooms
(2 rooms, 1 Single bed,
1 Double Bed)
: 193,600 KRW (180 USD)
2) 3 bedrooms
(3 rooms, 2 Single beds,
: 242,000 KRW (222 USD)
3) 4 bedrooms
(4 rooms, 2 Single beds,
1 Double Bed, 1 Twin Beds)
: 290,400 KRW (270 USD)
* Exclude Breakfast,
* Can add 24,200 KRW (23 USD)
per person if necessary
About 50m away
Can cook by yourselves
Can buy items from nearby 24- hour convenient stores
Room Rates may change as the exchange rate of USD.
Breakfast at the Residence Hall will be reserved prior to arrival to be guaranteed at that price.
- 14 -

17. 4. Hotel (Lodging) Information-2
Grand Hilton Hotel
Grade
5 stars
Address
353 Yeonhui-ro, Seodaemun-gu, Seoul, , South Korea
Distance to Event Hall
Near by event Hall (Same Building)
Distance to Inchon Airport
Take the airport expressway to Jayuro road junction and take the inter-city expressway. Exit at Hongje ramp and then make a U-turn at the intersection traffic lights. The Grand Hilton Seoul hotel is located on the right
Contact Info.
Web-page
Lodging Cost
Deluxe Single : KRW 217,800 per day (USD 200) *Include 1 Breakfast
Reservation
Do it Website Directly
Early reservation is essential as November is peak season
- 15 -

18. Grand Hilton Hotel Residence
4. Hotel (Lodging) Information -3
Grand Hilton Hotel Residence
Reservation
Do it Directly “2013 APCCAL EXPO KOREA ATTENDENT”
Kellymoon, ~9
Room Type
2bedrooms (96m2)
(1 Single bed,
1 Double Bed)
3bedrooms (148m2)
(2 Single beds,
4bedrooms (182m2)
1 Double Bed, 1 Twin Beds)
Lodging Cost
KRW 193,600 (USD 180)
KRW 242,000 (USD 222)
KRW 290,400 (USD 270)
Structure
Location, Contact & Reservation is the same as grand Hilton Hotel
Exclude Breakfast, may add KRW 24,200 (USD 23) per person
Early reservation is recommended as it is high season.
5/14/2018
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19. Bus Time Table (AIRPORT → Grand Hilton)
5. Transportations : Arrivals & Departures-1
INFORMATION OF TRASPORTATION (Airport Bus)
- Bus Number: 6005
- Stop station 5B, 12A
- The Time Required: around 45 mins
- Fare: KW 10,000 (about USD $ 9)
Further more information:
The Bus Station Stop Point (Passenger Terminal 1st Floor)
Bus Time Table (AIRPORT → Grand Hilton)
Hour / Mins
MON ~ FRI
SUN & Holidays 05 45 06
10 / 38
15 / 45 07
03/ 30 08
00 / 25 / 53
10 / 37 09
20 / 51
02 / 27 /55 10
20 / 50
23 / 55 11
25 / 56 12
17 / 40
21 / 45 13
09 / 30 / 56
11 / 38 14
20 / 48
02 / 25 / 50 15
17 / 50 16
13 / 40 17
05 / 38
18 / 45 18
11 / 43
18 / 47 19
15 / 44 20
03 / 27 / 56
10 / 35 21
23 / 50
00 / 25 / 50 22
22/ 50
5/14/2018
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20. 5. Transportations : Arrivals & Departures-2
INFORMATION OF TRASPORTATION (Airport Taxi)
The Taxi Stop Point
(Passenger Terminal 1st Floor)
Notice
Above Fares are included Expressway fees.
Expressway fees (9,000 Won each way) will be the passenger’s responsibility.
The estimated fares are based on no traffic congestion, so the actual rates may vary.
Section
Platform Number
Estimated
travel time
Estimated Fare
(KW)
Remark
Standard Taxi 6C 45
60,000
- ~ additional 20% late night premium.
-Receipt issue and Translation is a basic service provided.
Prestige Taxi 8C
80,000
-Car Phone Service / No late night premium fee.
-No late night premium fee.
5/14/2018
- 18 -

21. 6. Application for participation-1
Fees for Delegation
Events
Base
Fee
Over 10
Participants
Over 20
Specifics
Conference Package
(Conference, Customer Center Site Tours,
Shopping &
Cultural Tour, etc.)
USD $270
USD $ 150
USD $ 100
Conference( Nov.) : Conference Booklets, Luncheon, Exhibition Hall Visit Simultaneous Translations, Souvenirs, CD etc.
Cultural Tour( Nov) : Surroundings Of Seoul (Transportation, Tour)
Site Tour ( Nov.11) : Call Center visit (3 sites) with Free Lunch
Gala Dinner
USD $135
USD $ 60
Award Ceremony, Dinner,
Cultural Entertainment
Special Seminar
USD $225
USD $ 200
Seminar Booklets, Certificate of Completion of ICMI-CIRC CCAMC, copy of updated version of the Brad' book
- 19 -

22. 6. Application for participation-2
Country & Personal Information
Country
Association Name
Name
Phone/Mobile
SNS address
Participant Information No
Association
Position
(individuals)
Options to attend
(Check below)
Preferred Group of Site Visit
①G1 ②G2
③G3 ④G4
Preferred Lodging
Type
①M ②R-2beds
③R-3beds ④R-4beds)
Conference
Gala Dinner
Special
Seminar
2013 APCCAL EXPO to apply for the above.
November 2013.
To CIRC Preparation Team 
* please send your application by to
- 20 -

23. To Korean Customer Center Industry Research Center (CIRC)
7. Application for Awards
2013 APCCAL Award (Plaque, Trophy) Application
Organization Name
KOREA/CIRC
Representative/
Ki-Ju, Cheong /
Award 1
Award Name
Best Outsourcer
Awarded Company
Hyosung ITX
Plaque Descriptions
We award the best outsourcer to Tran cosmos for its reputations and superb performance.
Award 2
Award Name
Award 3
Award 4
* Up to 4 awardees are possible per organization/association.
* Essential to submit “Award Name” and “Plaque descriptions”
* Must be returned by 27th of September for proper process to (CIRC Ki-Ju, Cheong : Jane :
As above, we submit "2013 APCCAL Award application.
___ Day ____ Month _____________ (Signed)
To Korean Customer Center Industry Research Center (CIRC)
5/14/2018
- 22 -

24. We will do our best for the success of 2013 APCCAL EXPO KOREA!!
Thank You !!!