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During the BIC
Luncheon at the APCSC Summit on June 27th 2008, 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. Kapil Sharma, Head -
Group Service Delivery, Dialog Telekom PLC, accepted
the BIC Certificate on behalf of Dialog Telekom PLC |
“Providing our customers with
a best in class service experience is a paradigm central to
the business ethos of the Dialog Telekom Group. Securing
CSQS Level 3 certification and Best in Class recognition in
Proactive Service Management for the second consecutive
year, and additionally being awarded Best in Class
recognition for Multi-channel Contact Management bears
testimony of the commitment of our service team towards the
achievement of this ideal.” said Dr. Hans Wijayasuriya,
Group Chief Executive, Dialog Telekom PLC.
“We are proud to have our service achievements recognized by
receiving these awards at the Asia Pacific Customer Service
Consortium Annual Summit 2008 for the second consecutive
year. Organizations such as ours Sell ‘Experience’ as
against Products & Services,
Innovation/Convenience/Commitment reflect few of the
offerings we provide customers through our diverse
portfolio. ‘Service Excellence’ has been a culture at Dialog
& over the years we have delivered successive enhancements
to our Service capabilities through all channels. We strive
to set new benchmarks in Service Quality to delight our
Customers as well as the employees who deliver this to them.
This achievement not only reflects our commitment to deliver
World Class service to customers but also encourages the
entire team to be the ‘Best in Class Always’ We appreciate
APCSC for the efforts in establishing BIC awards as a
platform for driving Customer Relationship Excellence within
the Region.” said Mr. Kapil Sharma, Head - Group
Service Delivery, Dialog Telekom PLC. |
Mr. Bruce
Lam, General Manager, Hong Kong & Macau Customer and Market
Operations, accepted the BIC Certificate on behalf of NOKIA |
-
Service Level
Management
- Multi-Lingual
Service Management
NOKIA
“It is a
great honor for NOKIA to receive the Best-in-Class
recognitions of ‘Service Level Management’ for our China
team in Guangzhou Contact Center, and ‘Multi Lingual Service
Management’ for our Singapore Team in Kuala Lumpur Contact
Center. Our global Contact Center network handles tens of
millions consumer contacts yearly and they are in central
role in driving our customer satisfaction. We have pride
ourselves in developing our contact center network in the
most efficient and effective way, and these awards are
testimonial to our efforts. Our aim is that our customers
feel always connected, satisfied, safe and confident
throughout the whole lifecycle of their mobile device
usage.” said Ms. Sharon Lee, Director, Contact Center
Services, NOKIA |
Ms. Annette Cheung, Head of
Personal Insurance, accepted
the BIC Certificate on behalf of Dao Heng Insurance Co.,
Limited |
-
Sales Management
Dao Heng
Insurance Co., Limited
“We are honored to receive
the Best-in-Class for Sales Management award again. Dao Heng
Insurance has been investing resources to provide the
excellent customer service through effective sales
management. During these years we strive for continued
improvement and are pleased that our professional service
standard and effort have been recognized by our customers
and APCSC. I would like to take this opportunity to thank
our team members for their concerted effort. ” said Mr.
Harry Wong, Director & General Manager, Dao Heng Insurance
Co., Ltd. |
Ms. Fanny
Wong, Customer Service Manager, accepted the BIC Certificate on behalf of TNT Express
Worldwide (HK) Ltd |
- Corporate
Service Management
TNT Express Worldwide (HK) Ltd.
“It is a great honor for TNT
to have been presented with the coveted ‘Corporate Service
Management’ Award for the second time running in the
Best-in-Class Benchmarking. This award is recognition of our
efforts and commitment to providing top quality corporate
client service. With the dedicated Major Account Helpdesk to
serve our VIP clients, TNT makes total customer satisfaction
a reality. Moreover, having established a Control Tower
concept, particularly in hi-tech sector, our central team in
Asia Pacific region proactively monitors the whole supply
chain for our global clients. All of which adds up a
positive total customer experience. 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. |
Ms. Andy Lee,Director of
Fulfillment Services (Asia Region), Time Asia (HK) Ltd -
publishes TIME and FORTUNE magazines in Asia, accepted the
BIC Certificate on behalf of Time Asia (Hong Kong) Ltd |
Fulfillment
Service Management
Time Asia
(Hong Kong) Ltd
“We are proud to receive the
Best-in-Class Award under the Fulfillment Services
Management category. Delivering the best quality of service
has always been our commitment to the readers. We could not
have achieved this goal without our group of dedicated and
well trained staff members. It is an encouragement that our
in-house training program and quality assurance measures
have been recognized. Under the stimulus of this inspiring
motive, we are confident that we will continue to maintain
as one of the market leaders in the fulfillment industry.”
said Ms. Andy Lee, Director of Fulfillment Services
(Asia Region), Time Asia (HK) Ltd - publishes TIME and
FORTUNE magazines in Asia. |
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