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Asia Pacific Customer Service and
Contact Center
Salary Increase Forecast
Survey 2009 |
We are inviting
Best-in-Class companies from all customer
service sectors to participate in the
Customer Service and Contact Centers
Salary Increase Forecast 2009,
with reference date: 1st of April 2009.
Cost:
Free of charge
Benefit:
After analyzing the data, the
market staff turnover and salary increase rate
will be provided for you
to compare your own pay structure, get a
competitive compensation policy, attract,
motivate and retain your employees.
Please click here to download the introduction and survey
form
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Best-in-Class CRM Customer Service and
Contact Center
Benchmarking 2008 |
 Please let us know if you would like to join
Best-in-Class CRM Customer Service and Contact
Center
Benchmarking 2008
so that we could provide a
free BIC self-assessment questionnaire
for you and some important information about the
benchmarking and you could have an earlier
preparation.
Also, if
you join Best-in-Class CRM Customer Service
Center Benchmarking 2008
by 20 April 2009,
you could enjoy Early Bird with
One CCCM worth
HK$8,800
or
One CCSA
worth HK$7800!
(Limited Offer)
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"With
an aim to build a long term relationship with customers, Hong Kong
Boardband Networks Ltd (HKBN) adopts "Account Servicing" concept in
call centre operation for a mass market - residential customers. By
adopting this concept, HKBN is able to enhance customer experience
in every interaction and build a long term relationship with
customers. The result can be reflected by higher spending per
customer, low complaint rate, and higher customer satisfaction. The
Account Servicing Team is named as SDU (Special Duty Unit), which
implies team members are multi-skilled, have a tracked record of
good performance, and are able to build a stronger relationship with
customers at all contacts. Team members of SDU team come from
Telesales team and Customer Service team. Through a series of
intensive training on mindset, product, and skills training, the two
teams are integrated successfully and achieve outstanding business
results."
Mr. William Yeung, Chief Operating
Officer
Hong Kong Broadband Network Limited
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The Key to
Achieve Customer Relationship Excellence - Hong Kong Broadband
Network Ltd.
In
this knowledge email, we would like to share how Hong Kong
Broadband Network Ltd. the winner of Integrated Support Team of the
Year 2006 (Telecommunications) achieves Customer
Relationship Excellence.
Mr. William Yeung, the Chief
Operating Officer of Hong Kong Broadband Network Ltd., pointed out
that the revolutionary success of their company resided in three
main factors: the system, the staff and the workflow.
Integrated Operation System
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Set up a Special Duty Unit
(SDU), to provide personalized and customized quality service to
each residential broadband customer;
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Assign personal customer care
executives to provide one-stop service to simplify the hotline
dialing procedures and save customers.
Comprehensively Trained Staff
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Launch customized training
programs to develop the traditional customer services and sales
staff to personal customer care executive handling both
customers service and products promotion;
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Equip customer service staff
with knowledge and skills on selling, product and market trends
while uplifting their proactive service delivery;
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Provide sales staff the
follow-up services and tactful communication training and train
them to be more patient and customer-based;
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Train middle management and
team leaders to motivate the subordinates to excel.
Streamlined Workflow on Customer Service and Communication
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Streamline workflow in
customer service operation by minimizing the number of steps and
transfers;
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Upgrade and improve the
operation system for information updates and better
communication between customers and respective customer services
executives;
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Promote the internal
communication constantly, the communication between the
headquarter and contact centre in different regions in
particular.
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Customer Relationship Excellence Awards:
The most prestigious and well recognized
awards on Customer Relationship Excellence
internationally!
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Congratulations to all the Individual Winners
for CRE Awards 2007!
REGISTRATION
CRE Awards 2008
NOMINATION |
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The Application of CRE
Awards 2008 is now opened!
The CRE Awards 2008 Welcome Pack can be
downloaded from the following link:
CRE Awards 2008 Welcome Pack
Latest Application Deadline:
24th January 2009 (Corporate)
30th April 2009 (Individual)
The CRE Awards Supplement:
21 July 2008
The Standard 28 July 2008
SingTao Daily G1-G12
The CRE Awards presentations took place on 27
June 2008.
2007 Winner Photos and
Winner Statement
Learn more about
the Customer Service Quality Standard (CSQS) for
CRE Awards Model and Assessment Process through
the following Global Certifications: CCSA and
CCSM
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Certified
Customer Service Analyst and Auditor (CCSA) |
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Hong
Kong, April 28-29, 2009
This
two-day CCSA course will cover the basic and advanced topics
in the latest development of Contact Center in terms of
technology as well as management concept, where the students
are able to learn how to interpret data gathered at the
Customer Service Center and leverage on the findings. The
CCSA class will guide you through the jungle of metrics to
enable you to take pro-active action, enabling Customer
Service Managers & Professional to deliver the best possible
service to your customers. |
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Key Benefits |
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Covering advanced analytical techniques used in the
customer service centers, data interpretation and
how to take action based on this analysis
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Providing a real life case study of the benchmarking
of customer service centers in Hong Kong, Taiwan,
Singapore and Malaysia
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Sharing knowledge through Peer-to-Peer consulting
opportunities and exercises to gain more insights
and visions towards customer service excellence
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Improving the participants understanding of the
need to perform periodic audits and how to measure
success
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Providing techniques on data preparation and
presentation to management for extensive customer
service performance reporting
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Equipping the participants with a comprehensive
understanding of auditing techniques used in
customer service and contact centers and to ensure
CSQS are implemented and followed
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Achieving internationally endorsed and recognized
Certificate on Customer Service and Contact Center
management, brining higher prospect to career
development
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The Essential Topics |
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Best-in-Class CRM Benchmarking
360
Degree Benchmarking & Improving for World Class
Standards
Customer Satisfaction Measurement
Mystery Calls and Mystery Shopping
Process & Performance
Technology
Quality Assurance
QA Systems, Tools and Implementation
QA Problems and Preventions
Mystery Shopping Program Success Factors
Customer Feedback and Reporting
Compliance Measurement
Review Frequency
Customer Service Statistics and Numbers
Key Performance Indicators and Metrics
Definitions, Measurement & Improvement
Analysis and Reporting for Management Review
CSQS and Site Audit
International Quality Standards and Certifications
Audit Technique and Score Card
Management Responsibilities
Resource Management
Process Management
Performance Measurement
Integration with the Balanced Score Card
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Process Improvement and Problem Solving
Creating and Mapping Customer Service Processes and
Workflow
Measuring Process Performance
Business Process Improvement
Business Process Reengineering (BPR)
Problem Solving and Root Cause Analysis
Customer Service Center Analysis
Customer Metrics and Measures
Calculating call / customer service transaction volume &
staffing requirements
Customer Experience Audit
Customer Contingency Plan
Customer Behaviour Analysis
Trend Analysis, Prediction and Prevention
World-Class Customer Service Framework
Strategic Value of Customer Service
World
Class Foundations
The
Need and Benefits of Standard
Customer Communication Strategy
Knowledge Management
Knowledge Management Key Success Factors
Successful Measures and KPIs for KM
Develop the Customer Service Knowledge Management (CSKM)
ROI on Knowledge Management
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View
the brochure to learn more about CCSA
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Testimonials |
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"The
topics and the course materials are well organized. The most
valuable topics to me are the CSQS and Knowledge Management. The
instructor is knowledgeable to the training topics. He is able to
answer the questions effectively and can use good examples to
explain the concepts."
Eddy Lam, Manager
Customer Account Servicing (Corporate), Cascade Ltd
"The CCSA is a very good lesson. The most valuable topic to me is
Quality Assurance and the instructor is most effective in his skill
in leading the participants to give their opinion."
William Ip, Chief Property
Manager
Hang Yick Properties Management Limited
The most valuable topic to me is CSQS. The instructor can
effectively explain the concepts."
Esther Fong, Total Quality
Manager
Eaton Hotel
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"CCSA is a Well Structured, Comprehensive tool appropriate for
modern customer centric, service oriented organization"
Ayomal Gunasekera,
Manager Service Integration &
Compliance
Group Service Delivery Management
"The contribution of the introduction of CSQS to telecom service
provider is three fold. Firstly, this validates and recognizes the
ongoing passion and effort in searching the excellent customer
service standards within the daily call center operation. Secondly,
it represents a pioneer effort to practically recognize the impact
and usefulness of CSQS standard in supporting the call center
auditing and continuous improvement. Finally, the implementation of
various analysis methods enables telecom service provider to perform
even better of the customer service management in the competitive
environment in both Hong Kong and China."
Simon Lau, Unit Manager
Customer Service, New World Telecommunications Limited
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Global Certification Mini-Schedule |
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TESTIMONIALS
REGISTRATION
GLOBAL CERTIFICATION
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Tel:(852)
2174 1428 |
Fax:(852)
2174 1438 |
Email: enquiry@apcsc.com |
Website: http://www.apcsc.com |
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(c) 2009 Asia
Pacific Customer Service Consortium Ltd. All
Rights Reserved
The information contained in this
email is copyright of APCSC and may not be
duplicated or distributed without the express
permission in writing from APCSC, unless the
layout, content and formatting remains unchanged
or modified. |
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Tip of The Month
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continue to receive our Tip of The Month, we invite you to try a
FREE 3-month Individual Membership,
with no obligation. Please visit
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