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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
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• Technical Support Management
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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
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• Customer
Retention Management
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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
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•
Proactive Service Management
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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
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• Corporate Service Management
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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
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•
Service Level Management
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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
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• Personalized Service Management
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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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