Best-in-Class Presentation 2007

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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 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

  • Multi-Channel Contact Management (Contact Center

  • Proactive Service Management (Customer Service Center)
    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

“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

Ÿ             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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