Best-in-Class Presentation 2006

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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 July 5th 2007, APCSC presented various companies with a Best in Class (BIC) recognition for performing well in a particular area of the CRM & Contact Center Benchmarking. The Best-in-Class categories and winners are:-

Mr. Chan Wing Wa accepted the BIC Certificate on behalf of Cascade

• Customer Satisfaction Management (Commercial Market) - CASCADE LIMITED

“It is a great honor CASCADE’s corporate customer service to be recognized as this year's Best-In-Class for “Customer Satisfaction Management (Commercial Market)”. With the previous awards "Customer Relationship Excellence (CRE) Award - Outstanding Achievement” 2004 and "Customer Service Quality Standard (CSQS) - Top Level Strategic Business Unit" 2005, CASCADE once again demonstrated its core value to continuously strike for service excellency. As always, we are committed to invest in people development and innovative technology deployment to deliver world class customer service to our valued customers both in Hong Kong and overseas.” said Mr. Chan Wing-Wa, Managing Director, CASCADE LIMITED.

Ms. Sandra De Zoysa accepted the BIC Certificate on behalf of

Proactive Service Management (Customer Service Center) - Dialog Telekom Ltd.

“Our Customers and our employees are our most valued assets. We strive to deliver World Class Customer Service and direct our journey in search of excellence along a path of continuous improvement. While aiming to delight our customers with the warmth of caring service, our teams are committed to unfailing compliance to quality standards, and best in class customer centric service delivery processes. Our investments in human resource development & performance management systems empower us to deliver sustainable performance across multiple service dimensions. This achievement will encourage us to continue and improve our efforts in service delivery with single minded focus on the customer. We appreciate the support and guidance received from APCSC throughout our CSQS journey.” said Ms. Sandra De Zoysa, Head of Customer Service & Contact Management of Dialog Telekom Ltd.

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

Sales Management - Dao Heng Insurance Co., Limited

“It is a great honour for Dao Heng Insurance to receive the Best-in-Class recognition for Sales Management. The award recognised our continued efforts in resources, process and performance management to transform our Contact Center into a profit center in the past several years. We successfully developed a good CRM system to understand our customers’ preference and behaviours. In future, we will continue to exceed customers’ expectations by delivering excellent customer service and quality products.” said Ms. Macy Lim, Senior Manager of Personal Insurance of Dao Heng Insurance.

Ms. Fanny Wong accepted the BIC Certificate on behalf of TNT

• Corporate Service Management - TNT Express Worldwide (HK) Ltd.

"We are honored to have been presented with ‘Corporate Service Management’Award which reflects the recognition to our efforts and commitment to, and strength in, providing top quality corporate client service. We have the client at the heart of our business and deploy and manage our resources to most effectively meet the needs of our clientele. This award exemplifies our on-going refinement and devotion to corporate client service and how seriously we take our responsibilities to provide professional and reliable services to our clients. With our reputation for top notched worldwide network operations and innovative solutions, we add considerable long term value to the clients we serve, always striving for excellence in meeting the specific needs of everyone of them.” said Ms. Fanny Wong, Customer Service Manager, TNT Express Worldwide (HK) Ltd.

Dr. Damien Marmion accepted the BIC Certificate on behalf of BUPA

• Customer Retention Management - BUPA (Asia) Ltd

“It is a great honor for BUPA Health Insurance to receive the Best-in-Class Award for Customer Retention Management. BUPA has a long term Customer Service strategy in place with a commitment to deliver excellent customer service to our Customers. Health and wellness is important to all individuals and to deliver this help and support is essential, especially when people are sick. To focus on long term customer relationships, BUPA pioneered lifelong guaranteed renewal to give peace of mind, a no claims bonus to reward customers if they take care of the health and stay healthy. We are not able to deliver excellent service without the support from out staffs. I am pleased that the dedication shown by all of our staff has been recognized by APCSC and we will continue to invest in improving our service.” said Damien Marmion, Managing Director of BUPA Health Insurance.

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

• Service Level Management - New World Telecommunications Ltd.

“New World Telecom (NWT) is honoured to receive the Best-in-Class ‘Service Level Management’ Award this year. NWT is committed to deliver an array of diversified IP and telecom services that satisfy different communications needs of consumers and business customers. This revitalizes their lives while enabling them to stay ahead in today’s dynamic business environment. Our service standards and commitment in pursuing service excellence compose the Service Level Management. Moreover, regular benchmarking with both local and international competitors ensures our consistency in delivering quality, timely service efficiently to our customers. We believe that quality customer services are our competitive advantage. This certainly will win the trust from our valued-customers and bring our company sustainable growth.” said Ms. Anita Tam, General Manager, Customer Service, New World Telecom.

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