Best-in-Class Presentation 2005

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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 the BIC Luncheon at the APCSC Summit on December 7th 2005, 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. Wallis Tam accepted the BIC Certificate on behalf of PCCW

• Technical Support Management - PCCW Limited, Call Center Sales

“PCCW is committed to creating the industry's best customer experience through effective customer service management. For the past several years, we have adopted a long-term vision to excel in generating customer satisfaction. Customers will stay loyal to PCCW provided they enjoy a happy experience while using our services, and are likely to "spread the word" to prospective customers. Our commitment to deliver high-quality customer service has been reinforced by the Best in Class Award in Technical Support Management from the Asia Pacific Customer Service Consortium.” said Ms. Wallis Tam, Call Center Sales Assistant General Manager, PCCW Ltd

Ms. Macy Lim accepted the BIC Certificate on behalf of Dao Heng Insurance

Customer Retention Management - Dao Heng Insurance Co., Ltd.

“It is a great honour to receive the Best-in-Class recognition for Customer Retention Management. We have dedicated a lot of heart and energy in the past few years to transform ourselves to a loyalty driven business model. We strongly believe customer retention is a critical contributor to our business growth. Today, we put customer in the centre of our business operation. We shall continue committing to deliver excellent customer service to meet or even exceed our customers’ expectations. I would also like to share this moment of glory with my team. Without their trust and support, I do not think we could make it.” said Ms. Macy Lim, Senior Manager, Personal Insurance, Dao Heng Insurance Co. Ltd.

Ms. Janet Fung accepted the BIC Certificate on behalf of Sunday

Proactive Service Management - SUNDAY Communications Limited

“SUNDAY is honoured to receive the Proactive Service Management Best-in-Class at the CRE & CSQS Summit. We have made a commitment to set the highest customer service standards in our industry, and it's rewarding to be recognized for our efforts.” said Mr. Bruce Hicks, Chief Executive Officer, SUNDAY Communications Limited.

Ms. Anita Tam accepted the BIC Certificate on behalf of NWT

• Corporate Service Management - New World Telecommunications Limited

"NWT's Customer Service is endeavoured to deliver quality customer service for pre-and after-sales activities of state-of-the-art IP solutions to our customers. Blending high efficiency in service provision, staff training and development with customized service support enables NWT to continuously excel the customer relationship in today's competitive service industry." said Ms. Anita Tam, General Manager, Customer Services, NWT.

Ms. Helen Chan accepted the BIC Certificate on behalf of DHL

• Service Level Management - DHL Express (Hong Kong) Limited

“It is our great honour to be here and get the award. Every member of the DHL team is committed to continuously exceed standards for customer service excellence. The Best-in-Class ‘Service Level Management’ Award is an encouragement and source of satisfaction, as the Award recognizes the outstanding contributions of our staff and their relentless pursuit of service excellence. The award also assures DHL’s efforts in continuous enhancement of our call center’s operations and investment in staff. It serves to inspire and encourage us to explore more service enhancement initiatives in future. Once again, thanks for AP Customer Service Consortium for giving us the award and their efforts in raising service excellence in service industry.” said Ms. Helen Chan, Customer Contact Centre Manager, DHL Express (Hong Kong) Limited.

Mr. Aptree Kwan accepted the BIC Certificate on behalf of HKCSL

• Personalized Service Management - Hong Kong CSL Limited

“Hong Kong CSL is delighted to be recognised as ‘Best in Class’ for its ‘Personalised Service Management’. In today’s highly competitive mobile communications market, personalised customer service is essential in maintaining long-term customer relationships. By using an integrated CRM solution — eCRMä, in which sales, customer service, marketing, service provisioning, billing and planning are incorporated into one single platform, CSL is able to better understand customer needs and effectively develop timely, personalised marketing programmes. In addition, our well-trained Customer Ambassadors provide professional advice and personalised service to further enhance customer satisfaction. CSL will continue to provide the best service and be the benchmark for the industry.” said Ms. Charlotte Chin, General Manager, Customer Relationship Management, Hong Kong CSL Limited.

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