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During a special Luncheon at the APCSC Summit on September
23rd 2004, APCSC presented various companies with a Best in
Class (BIC) recognition for performing well in a particular
area of the CRM & Call Center Benchmarking. The
Best-in-Class categories and winners are:- |
Ms. Macy Lim accepted the BIC Certificate on behalf of Dao
Heng Insurance |
• CRM
Transformation Management-
Dao Heng Insurance
“I highly recommend the CRM & Call Centre Benchmarking
because it provides valuable knowledge about industry trends
and best practices. Also, through the benchmarking exercise,
we understand
feedback and comments of our customers, and our company’s
strengths and weaknesses. The information practically helps
us to develop and refine our customer relationship
excellence strategies.” said Ms. Macy Lim, Personal
Insurance Manager of Dao Heng Insurance. |
Ms. Cecilia Hung accepted the BIC Certificate on behalf of
SmarTone |
• Customer
Satisfaction Management-
SmarTone
“We
are committed to our ‘get closer’ customer proposition and
customer service has always been one of the three pillars of
SmarTone’s business. SmarTone is honoured to be lauded by
the APCSC as having the Best-in-Class Customer Satisfaction
Management. This award not only advances our market
recognition for customer service excellence and consistency,
but also encourages us to introduce further enhancements to
extend our lead in customer service.” said Mr. William
Yeung, Director of Customers Division of SmarTone. |
Ms. Frienty Ko
accepted the BIC Certificate on behalf of SUNDAY |
•
Customer Service Level Management
- SUNDAY
“We are very honoured
to receive the Best-in-Class ’CustomerService Level
Management’ Award from the Asia Pacific Customer Service
Consortium. In recent years, SUNDAY has launched a number of
initiatives designed to improve quality across all facets of
its business. This award recognizes the effort we have made
to improve overall customers' experience with SUNDAY. As we
rollout full-fledged multimedia services, SUNDAY's customers
should experience improving Customer Service quality
excellence and a suite of comprehensive Customer Care
solutions.” said Bruce Hicks, Group Managing Director,
SUNDAY Communications Limited. |
Mr. Aptree Kwan accepted the BIC
Certificate on behalf of HKCSL |
•
Proactive Service Management
- HKCSL
“Hong
Kong CSL is delighted to receive ‘Best in Class’ recognition
for ‘Proactive Service Management’. Being proactive on a
daily basis is critical in exceeding our customers'
expectations, identifying new opportunities, fostering
greater loyalty, and increasing our knowledge of the market.
Our eCRM Solutions proactively identify customers’
behavioural patterns, so that relevant services can be
introduced to the right customers. This not only efficiently
uses company resources, but also greatly enhances customer
satisfaction. CSL will continue to provide the best service
and be the benchmark for the industry.” said Charlotte Chin,
General Manager, Customer Relationship Management of CSL. |
Mr. Peter Chan accepted the BIC Certificate on behalf of
PCCW |
•
Sales Management
- PCCW
“PCCW is devoted to
creating industry's best customer experience with effective
sales management, and there can be no greater affirmation
than being recognized best in class in APCSC, the reputable
customer
service consortium in the Asia-Pacific region. We are
honored by this recognition and pledge to work even harder
to exceed our customers' expectations.” said Peter Chan,
Director of Call Center Sales, PCCW Limited. |
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