Best-in-Class Presentation 2004

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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

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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