International CRE Awards
Dinner Ceremony Highlight
CRE Awards Winners Corporate & Individual Photo
Hong Kong, China
– At the International CRE Awards Dinner Ceremony,
Asia Pacific Customer Service Consortium (APCSC) has announced the list of Winners for
the Customer
Relationship Excellence Awards (CRE
Awards). They are selected through a comprehensive balanced
score card of self assessment benchmarking, business case presentations,
mystery calls, CSQS site assessment by the judging panel based on the
Customer Service Quality Standard (CSQS), public
webvoting and a final round of judging by a panel of customer
relationship excellence experts.
The
Most Important Asia Pacific Award of its Kind 2020 Winner's list
The goal of the CRE Awards is to promote service quality and
customer relationship excellence in international cities across Asia
Pacific and to recognize companies, business units, teams, and
individuals that have contributed to the success of both their
customers and the organizations that they serve.
The CRE Awards Welcome Pack will be downloaded from
the following link:
In
this knowledge email, we would like to share how
DHL Express (Hong Kong) Limited,
the winner
of 2017 Customer Relationship
Excellence Awards in the category of
"Contact Centre of the Year", "Global Support Services of the Year", "Best Customer Experience Management of the Year" and "Customer Satisfaction Quality System of the Year", achieves
Customer Relationship Excellence (CRE) Awards for 8 Consecutive
Years.
DHL Express strives to be the “Provider of choice” in logistic industry. To achieve the goal, all staff work AS ONE and ensure quality is everyone’s responsibility. We are proud to share one of our key successes – Employee Motivation.
The
Customer Service Quality Standard (CSQS) has been developed in
conjunction with the Asia Pacific Customer Service Consortium
and research members from The University of Hong Kong, lead
by Professor George Huang to assess the overall service
quality, best practice compliance and performance of the customer
service operation as well as the entire service organization. It is
the most comprehensive certification dedicated to a robust customer
centric world class service framework awarded to organizations that
excel in customer relationship excellence.
Senior
Executives from Henderson Land
Group and Hang Lung Properties received CSQS Certificate
and Trophy from
Mr. Jason Chu, Chairman of APCSC
Hong Kong, China – The Asia Pacific Customer
Service Consortium (APCSC) presents the
International Customer Service
Quality Standard (CSQS) site certificate
to
Henderson Land Group Property Management Department (Hang Yick,
Well Born and H-Privilege) and Hang Lung Properties Limited
in recognition of their achievements and high level of
compliance to CSQS in 2018. Customers of the
properties, property management sectors will experience higher
quality and professional customer service standard.
The
People Site Certification (PSC) is awarded to organizations that have over
ninety percent of their Customer Service and Contact Center staff
certified under APCSC’s Global Certification program, which includes
Certified Contact Center / Customer Service Center Manager (CCCM)/(CSCM), Certified Contact Center
Supervisor (CCCS) and Certified Contact Center Professional (CCCP)
and others.
Delegates from
Mead Johnson and
Quality HealthCare
Medical Services Ltd., received People Site
Certificate and Trophy from Mr. Jason Chu, Chairman of APCSC
Hong Kong, China – Two
leading companies have been awarded the People Site
Certification (PSC)
from Asia Pacific Customer
Service Consortium (APCSC),
in recognition of their people development and commitment in
providing world-class professional services covering Hong Kong,
Asia Pacific markets.
Ms. Viola
Lam, Founder & CEO of Find Solution Ai (middle)
and Ms. Ada Ng, Marketing Manager of Continuous Technologies
(right) received The Expo Innovation Awards Certificate and Trophy
from Mr.
Jason Chu, Chairman of APCSC
Hong Kong – The 7th Hong Kong
International Customer Relationship Excellence (CRE) &
Innovation Expo Awards focused on the theme ofBig Data, Mobile, Digital, Social & Cloud,
CRM, contact center, BPO, eCom & Artificial Intelligence.
International keynote speakers addressed the expo theme with
their enterprise innovation case studies to contribute to the
frontier of the big data, AI, digital, mobile, and Internet Plus
economy.
Our Global Certification has been adopted by leading
corporations throughout the regions. Our certification enables
organizations to build World-Class Customer Service
Standards. The
certifications are recognized in the region and are endorsed by
local universities as well as international bodies.
On Site Training in Malaysia
CCSA and CCCM On Site Training
in Malaysia
APCSC has conducted a CCSA and CCCM On Site Training in Malaysia
in February. Some well-know universities in Malaysia, e.g. INTI
University College, APIIT/UCTI,Malaysian Maritime Academy Sdn
Bhd, HELP University College, International College of Music,
TAFE College, HELP University College, HELP International
College of technology, KBU International College, International
Medical University, KDU College have attended the on site
training.
Ms. Amy Lee, Vice President, Customer Care, from DBS Bank
Taiwan, received Best-in-Class Certification from Mr. Jason
Chu, Chairman of APCSC
Hong Kong, China – The Asia Pacific
Customer Service Consortium (APCSC) presents the Best-in-Class
Certificationduring the
Customer Relationship Excellence (CRE) & Customer
Service Quality Standard (CSQS) Leadership Summit to DBS Bank
(Taiwan) Ltd.DBS Bank
(Taiwan) Ltd has performed well in the Best-in-Class CRM
Contact Center Benchmarking Program,
which is organized by APCSC annually, and receives the Best-in-Class
Certification in the area of Integrated Financial Service Management. Press Release: ENG/中文
Customer Care Excellence Best
Practices Study Mission
Hong
Kong – organized by the Asia Pacific Customer
Service Consortium (APCSC) in Hong Kong, the Customer Care Excellence Best Practices
Study Tour (the Study Tour) delegates visited several
Customer Relationship Excellence Awards (CRE Awards) winners,
the leading companies in Hong Kong. The purpose of this study tour
is to examine, study and exchange information of support/service
related subjects between Asian excellent support centers and Abu
Dhabi Department of Transport (DoT).
Press Release:
ENG
Asia Pacific Customer Service Consortium (APCSC) organizes
this Compensation & Retention Strategy Benchmarking Program to
provide human resources intelligence for contact centers in the
region. The objective is to reduce staff turnover rate and to
elevate the customer service quality and productivity in the region.
Market data and analysis on the benchmark data are prerequisites for
a competitive compensation policy that can effectively reduce staff
turnover.
Reference Date: 1 Jan
& 1 July
Fee: HKD25,000
or
Reference Date: 1 Jan
Fee: HKD15,000
The Information can be downloaded from here
APCSC
has members serving different client segments, and delivering
services in different formats and settings. Because of this
diversity, participants will be stimulated and inspired to
revolutionize their services. Companies can learn from one
another.
The objective is to find solutions that member companies can
adapt for use in their own business contexts, so that together
we may:
• Learn faster from the best practices of other companies across
industry, and
• Pool resources to innovate where no one has yet found an
acceptable solution.
International Customer Relationship Excellence Awards 2020
Public Web Voting
8th June - 8th July 2020
We sincerely
invite you to participate in the public webvoting for the
18th Int’l CRE Awards,
staring on June 8
for one month to vote for the CRE
Awards participating firms. Please take part in this international
brand event together, and select the most outstanding customer
relationship and quality service firms to cast your important vote
for this year's finalists.
Global Certification Program
Our Global Certification has been adopted by leading corporations throughout the regions. Our certification enables organizations to build World-Class Customer Service Standards. The certifications are recognized in the region and are endorsed by local universities as well as international bodies.
Striving for
continuous service enhancement for Hong Kong, Asia Pacific Customer
Service Consortium (APCSC) and Hong Kong University of Science
and Technology (HKUST) together will launch the first
Hong Kong Customer Relationship Excellence
Index (HKCREI) by conducting a customer satisfaction survey
on the quality of customer services provided in 2019.
We greatly appreciate
it if you can complete the online questionnaire by the HKUST Department
of Industrial Engineering & Decision Analytics (IEDA) on or before
30 June 2020. Information provided
will only be used anonymously for aggregated analysis purpose.
Should you have any queries, please feel free to call the HKCREI
Research Team, APCSC at 21741428 within office hours from 9am to 5pm.
The HKCREI
Research Consortium will publish the inaugural HKCREI for
the insurance, telecom, eCommerce and attraction industries on
August 21 during the annual
International CRE & CSQS Leadership Summit at the HKCREI Press
Conference inviting news media, senior business leaders, and government
officials to share the research finding.
Guangzhou
–
AsiaPacific Customer Service Consortium (APCSC) held the
Asia Pacific Customer Loyalty Award Forum together with
Infinitus (China) Company Ltd..The Asia
Pacific Customer Loyalty Award Forum with the theme of “Development of Core Brand Value for International Market
Leaders and Design Thinking”
have attracted C-level executives and directors from cross
industries including e-commerce, IT, hospitality, telecom,
direct marketing, logistics, retail, entertainment, financial,
public service, healthcare, and media sectors from
Asia Pacific to
explore innovation and shape leadership in Customer Relationship
Excellence in order to elevate Service Brand Loyalty in
the New Economy.
Shenzhen–
AsiaPacific Customer Service Consortium (APCSC) held the
Asia Pacific Customer Loyalty Award Forum together with
Shenzhen Top Brand Corporate Federation, Shenzhen Brand
Building Promotion Association.The Asia
Pacific Customer Loyalty Award Forum with the theme of “Development of Core Brand Value for International Market
Leaders and Design Thinking”
have attracted C-level executives and directors from cross
industries including e-commerce, IT, hospitality, telecom,
direct marketing, logistics, retail, entertainment, financial,
public service, healthcare, and media sectors from
Asia Pacific to
explore innovation and shape leadership in Customer Relationship
Excellence in order to elevate Service Brand Loyalty in
the New Economy.
Shanghai–
AsiaPacific Customer Service Consortium (APCSC) held the
Asia Pacific Customer Loyalty Award Forum together with
AIA China.The Asia
Pacific Customer Loyalty Award Forum with the theme of “Artificial Intelligent and Human Customer Service, Sales
and Marketing”
have attracted C-level executives and directors from cross
industries including e-commerce, IT, hospitality, telecom,
direct marketing, logistics, retail, entertainment, financial,
public service, healthcare, and media sectors from
Asia Pacific to
explore innovation and shape leadership in Customer Relationship
Excellence in order to elevate Service Brand Loyalty in
the New Economy.
Beijing
–
AsiaPacific Customer Service Consortium (APCSC) held the
Asia Pacific Customer Loyalty Award Forum together with
Teleperformance China.The Asia
Pacific Customer Loyalty Award Forum with the theme of “Artificial Intelligent and Human Customer Service, Sales
and Marketing”
have attracted C-level executives and directors from cross
industries including e-commerce, IT, hospitality, telecom,
direct marketing, logistics, retail, entertainment, financial,
public service, healthcare, and media sectors from
Asia Pacific to
explore innovation and shape leadership in Customer Relationship
Excellence in order to elevate Service Brand Loyalty in
the New Economy.
Guangzhou–
AsiaPacific Customer Service Consortium (APCSC) held the
Asia Pacific Customer Loyalty Award Forum together with
Channel Beyond Customer Care Co., Ltd..The Asia
Pacific Customer Loyalty Award Forum with the theme of “Internet+ Experience & Sharing Economy to Engage Brand
Loyalty”
have attracted C-level executives and directors from cross
industries including e-commerce, IT, hospitality, telecom,
direct marketing, logistics, retail, entertainment, financial,
public service, healthcare, and media sectors from
Asia Pacific to
explore innovation and shape leadership in Customer Relationship
Excellence in order to elevate Service Brand Loyalty in
the New Economy.
Taipei –
Asia Pacific Customer Service Consortium (APCSC)
held the Customer Relationship Excellence (CRE)
& Customer Service Quality Standard (CSQS) Roundtable
together with Far EasTone Telecommunications. The
CRE & CSQS Roundtable, with the theme of
“Develop
Future New Retail Experience & Competitive Edge in the
Omnichannel Age”,
has attracted C-level executives and directors from cross
industries including telecommunications, insurance, outsourcing
Service, banking, information technology, public service,
property, direct marketing, e-commerce, logistics, retail,
entertainment, financial, healthcare, and media sectors from
Hong Kong to explore innovation and shape leadership in Customer
Relationship Excellence and Service Quality in order to elevate
Service Standard in the industry.
Hong Kong –
Asia Pacific Customer Service Consortium (APCSC)
held the Customer Relationship Excellence (CRE)
& Customer Service Quality Standard (CSQS) Roundtable
together with HKU SPACE Executive Academy. The
CRE & CSQS Roundtable, with the theme of
“Artificial
Intelligent and Human Customer Service, Sales and Marketing”,
has attracted C-level executives and directors from cross
industries including insurance, telecommunications, outsourcing
Service, banking, information technology, public service,
property, direct marketing, e-commerce, logistics, retail,
entertainment, financial, healthcare, and media sectors from
Hong Kong to explore innovation and shape leadership in Customer
Relationship Excellence and Service Quality in order to elevate
Service Standard in the industry.
Guangzhou -
Asia Pacific Customer Service Consortium (APCSC)
held the Customer Relationship Excellence (CRE)
& Customer Service Quality Standard (CSQS) Roundtable
together with China Telecom Guangzhou Branch. The
CRE & CSQS Roundtable, with the theme of
“Artificial
Intelligent and Human Customer Service, Sales and Marketing”,
has attracted C-level executives and directors from cross
industries including telecommunications, outsourcing Service,
insurance, banking, information technology, public service,
property, direct marketing, e-commerce, logistics, retail,
entertainment, financial, healthcare, and media sectors from
Guangzhou to explore innovation and shape leadership in Customer
Relationship Excellence and Service Quality in order to elevate
Service Standard in the industry.
Photos of participants of
Reinventing Loyalty and Retention Workshop
APCSC has conducted a Reinventing Loyalty and Retention Workshop
in Kula Lumper in April. Leading companies from different
industries in Malaysia, e.g. POS Malaysia, Plus Expressways
Berhad, Esso Malaysia, AmAssurance Berhad, AmBank (M) Berhad,
Proton Edar Sdn Bhd, Boustead Petroleum, Maybank and etc., have attended the informative
workshop.
FREE 3-month Individual Membership
Want to get free tips about customer service industry or tip of the month, we invite you to try a FREE 3-month Individual Membership, with no obligation.
Please complete the membership registration page and select the TRIAL option from the membership type drop-down box.
The
Most Important Asia Pacific Award of its Kind 2020 Winner's list
Excellence Awards in the category of
"Contact Centre of the Year", "Global Support Services of the Year", "Best Customer Experience Management of the Year" and "Customer Satisfaction Quality System of the Year", achieves
Customer Relationship Excellence (CRE) Awards for 8 Consecutive
Years.
