People Site Certification
 Best-in-Class CRM
     Benchmarking Program

Best in Class (BIC)
Chairman's Introduction
Overview & Benefits
2012 Best in Class Winners
2007 Best in Class Winners
2006 Best in Class Winners
2005 Best in Class Winners
2004 Best in Class Winners
Press Release

CRM Benchmarking
Contact Center
Service Portal
Customer Service Center
Corporate Client Servicing Center
Contact Center Salary and HR Policy Survey

Global Certification

Customer Service
Quality Standard (CSQS)

APCSC Summit

CRE Awards

Introduction and Overview of the Best-in-Class CRM Benchmarking

It is every company’s goal to provide their customers with the best customer experience. The BIC recognition is awarded on annual basis to participants of the Regional CRM Benchmarking Program. The Benchmarking is an on-going program which allows companies to benchmark their business and service operations, enabling them to identify key market trend, best practices and set investment plans. The benchmarking includes CRM Contact Center and Customer Service Center business performance, as well as areas in which participating companies need attention. APCSC has formulated this program to help companies identify areas in which improvements can greatly increase customer retention and repeat business.

Customer Service Quality Standard (CSQS)

The benchmarking self assessment is integrated with the Customer Service Quality Standard (CSQS) framework in order to both improve the categorization of the extensive benchmarking areas and to help companies to easily assess themselves from a customer service management perspective. The CSQS has been developed jointly by the Asia Pacific Customer Service Consortium (APCSC) and the researchers at the University of Hong Kong (HKU), with industry support by the CSQS Committee Asia Pacific. The integrated benchmarking with the quality standard will provide a new perspective for developing future strategies.

Endorsed and Supported by International Bodies

Through a strategic partnership the Customer Service Institute of Australia (, APCSC has combined the expertise and knowledge required to develop, deliver and manage the 2012 BIC CRM Benchmarking.

Benefits of Participation
  • A key performance indicator for corporate business success and continuous health check

  • Strategic business assessment and audit to identify gaps in CRM and customer service business performance

  • KPI measures for service excellence and the processes of measurement to enable improvement

  • Enable continuous improvement and benchmarking of organizations’ Customer Service efforts

  • Marketing knowledge on customer segmentation for excellent service delivery

  • Ensure service and business excellence while improve return on investment (ROI)

  • Improve resource allocation and schedule to meet customer needs

  • Help companies to identify areas where improvements can greatly improve customer experience, satisfaction and loyalty

  • Facilitate and refine the benchmarking process for best practice, market trends and business process break through

  • Ensures companies’ consistency in delivering quality, timely service efficiently to customers

  • Greater focus on Customer Service throughout the entire organization

  • Best-in-Class Recognition for outstanding participating organization’s achievements

  • Increase customer perception and confidence in dealing with the organization

Best-in-Class Benchmarking Participants

Participants by industry are described below:-

  • Consumer Market

  • Financial Services

  • Insurance

  • Property Management & Development

  • Hospitality

  • Supply Chain & Logistic

  • Telecommunications

  • Mobile Communications

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