Simon Kriss

Simon Kriss

Sagatori
Simon Kriss is the president and CEO of the Hong Kong-based specialist consulting firm, Sagatori. He is widely regarded as one of the world's senior thought leaders on contact centers and is an "Official Overseas Consultant" to the Committee for Call Centers of the Chinese Government.
  • 5 comments 6,710 reads
    Posted on 2007-05-21

    Recently I spent some time with a group of leading executives from various industries across Asia. I asked each of them to remember back to when they wore the clothes of a younger person and they were just starting out in life, probably only teenagers looking for some extra money when they devised some sort of plan to sell something to somebody.

    While many of the executives joked about their first teenage move into the business world, without exception each one said that he had had some degree of success—no total failures. Interesting, isn't it? They all made the right moves with no training or prior knowledge.

    I then asked each of them to look back at how they answered that very first, all important question: "Will anyone buy this?" They all said that they just thought about it from their own perspective (themselves as potential customers) to see if the product or service was worthwhile and of value. Jackpot!

    ...

  • 0 comments 3,706 reads
    Posted on 2006-08-06

    While many of the countries in the Western world are fairly well-developed in regard to controlling and legislating telemarketing activities, Asia is well behind. The ground here is fertile for both legitimate, well-planned telemarketing activity and, unfortunately, the kind of scams and unethical behavior that drove many other countries straight into heavy legislation by government bodies.

    I should point out that I am not a lawyer, and the information I'm about to share with you comes from what I have gathered from working around the region.

    Leading the push around actual law is Australia. Just recently, the Australian government passed legislation mandating a do-not-call list, along very similar lines to the United States' policy. Interestingly, telemarketing to do with political parties is exempt from the list. I guess we should not be surprised.

    This do-not-call registry will complicate an already diverse myriad of laws that exist at a state level. That...

  • 2 comments 3,671 reads
    Posted on 2006-05-21

    Many years ago, Charles Darwin produced his theory of natural selection. The basic rule that "an organism live or dies by its ability to adapt" is probably the greatest truism for business today. Businesses that are not constantly changing and adapting to the world around them are destined for extinction!

    Darwin is not the only person to come back into focus in this modern age. Many people are now turning to the work done by Geert Hofstede between 1967 and 1973. Working for IBM at the time, the professor collected and analyzed data from more than 100,000 individuals in 50 countries to develop his Cultural Dimensions model.

    So much easier for Westerners to comprehend than Sun Tzu's The Art of War, the Cultural Dimensions model gives a very quick (and rather blunt) indicator of just how different the Chinese culture is to that of the United Kingdom, the United States, Australia and other Western nations.

    In his then groundbreaking research,...

  • 2 comments 44,794 reads
    Posted on 2006-05-21

    Many people are now turning to the work done by Geert Hofstede between 1967 and 1973. Working for IBM at the time, the professor collected and analyzed data from more than 100,000 individuals in 50 countries to develop his Cultural Dimensions model.

    IDV, the first dimension
    Individualism focuses on the degree to which the society reinforces individual or collective achievement. The Individualism (IDV) Dimension for China was scored at just 15 (the Asian average is 24). By comparison, the U.S. score for IDV is 91! Figure 1Figure 1

    The abnormally low IDV score is shown through very close and committed member groups, be they family, work or sport teams. Loyalty is a highly regarded...

  • 0 comments 2,591 reads
    Posted on 2005-04-04

    The China call center industry is set to experience some of the most rampant growth ever seen in call centers anywhere in the world. In a recent white paper, The China Call Centre Industry (which you can download below), I showed how the industry in China will grow by at least 300,000 seats in the next five years. This is at a minimum. That equates to a staggering 1,200 new seats per week, every week for the next five years!

    This kind of growth is, of course, not without many problems and potential threats. Just one of these threats is China's long-standing single-child policy. China still maintains the policy of allowing only one child per couple for most mainland couples in an effort to control the population. (I should note that the one-child policy does not apply in Hong Kong, Macau and Taiwan, all of which collectively constitute Greater China.) That policy puts a unique spin on China's call center industry, both in terms of hiring and in terms of operations...