Session: The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program
Session: Registration, Breakfast, and Exhibition
Since early 2016, Jan Smets heads bposts mass channels: the physical network, customer care contact centers and digital channel.
bposts physical retail network consists of over 1300 postal presences, half of which fully owned and self-operated post offices. This 2500+ FTE proximity network, which manages over 35 million transactions per year, logically remains a key partner in bpost/bpost bank operational activities, but has over the years also evolved into a performing sales engine, targeting the residential and SME segments.
Customer Care combines B-2-C and B-2-B contact centers, with some 500 contact center agents. It has a primary focus on inbound service, which earned the World Mail award for service in 2015.
Jan also remains responsible for the digital channels, and keeps a transversal role to monitor bposts overall customer loyalty and satisfaction. Jan has final responsibility over all philatelist activities of bpost, including the printing facilities in Mechelen.
Jan Smets originally joined bpost in 2008, to head the residential contact centers for both bpost and bpost Bank. Between 2010 and 2013 he combined this with the responsibility for residential marketing.
Prior to bpost, Jan worked 10 years for Belgiums telecom operator Belgacom, heading both the residential and B2B customer care organisation. This 1700 FTE strong organization focused on both servicing and selling, and was awarded Belgiums very first Contact Center Award in 2007.
He started his career 7 years earlier with Andersen consulting, with focus mainly on strategic transformation projects in governmental organisations.
Jan is a frequently asked speaker and lecturer on the topics of contact center management and customer experience. He is the author of “Contact Center Management” (Lannoo Campus, 2016)
Jan Smets holds a degree of commercial engineer from the Vrije Universiteit Brussel.
He and his wife Carla and son Jonas (°2003) live in Lier, Belgium.