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Call
Centre Association
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E-newsletter
- Jun, 2002
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Forum
on Turn your staff on - training & development
26 July 2002
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| "Your
staffˇKare the most precious resource in your company.
Come and discover the tools and methods you can use to
help them reach their maximum potential. Attend this special
Seminar and find out how to get the most out of your employees."
We will explore Training, Development, Coaching and Motivation |
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| People
buy people not technology, see how technology as an enabler
can enhance performance which in turn will effect profitability. |
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| Using
technology we explore how ETM can gather, share and improve
knowledge management for creating a sustainable competitive
advantage. Customer information that is retained within
a company will be collated and analyzed in a timely manor
for decision making. |
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| Programme
Rundown: |
| 5:45
pm |
Registration |
| 6:00
pm - 7:00 pm |
Tools
for training & development |
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Ms
Claudia Schlesinger, Managing Director CCS International |
| 7:00
pm - 8:00 pm |
Enterprise
Talent management |
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Mr.
Daniel Cheah, Regional Sales Director, iContaQ |
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| Programme
Details: |
| Who
Should Attend |
CEOs,
CIOs, Call centre managers, agents, IT personnel,
CRM & CSM practitioners, HR Managers. |
| Date |
26
July 2002 |
| Time |
6:00
P.M. - 8:00 P.M. |
| Language |
English
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| Admission
Fee |
HK$200/Free
for Call Centre Association Members
Please retun this enrolment form together with a
crossed cheque payable to "Call Centre Association
Limited", of the appropriate amount, to the
following address via mail or in person: 3/F., Powerhouse,
HKPC Bldg., 78 Tat Chee Avenue, Kln (Attn.: Ms.
Amy Wong)
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| Venue |
Powerhouse, 1/F, HKPC Building, 78 Tat Chee Avenue,
Kowloon Tong, Kowloon |
| Enquiry |
Ms.
Amy Wong,
Tel: 2788 5753 Fax 2788 6056
E-mail: amywong@hkpc.org |
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|
 Seminar |
| Last
month, the Call Centre Association organised two successful
seminars. |
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| The
"In-/Outsourcing for Service Excellence Seminar"
held on 24th May 2002 introduced today's corporate trends
in outsourcing call centre services to external vendors.
Discussions also focused on how to in/outsource call centres
in Hong Kong in order to meet business needs and develop
superior services for customers. Speakers from prestigious
companies were invited, including CLP TeleCom, ComSense
Management Ltd. and Galaxy Satellite Broadcasting Ltd.
They shared their thoughts, opinions and experiences with
attendees. |
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| In
the "Call Centre Technology for Enhanced Hotline
Utility and Efficiency Seminar" held on 10th May
2002, industry professionals were invited to introduce
some of the latest call centre technologies and solutions.
Moreover they illustrated how to leverage these technologies
to maximize resources in order to enhance hotline utility
and efficiency. The aim was to provide more help to people
in need. |
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Site
Visit
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On
13th June, the Call Centre Association organised a site
visit to the "1823 Citizen's
Easy Link" of the HKSAR Government's Efficiency
Unit. During the visit, CCA members learned how the
Link delivers its services to the public. CCA members
and representatives of the Efficiency Unit also shared
opinions and experiences on operational issues related
to the running of a call centre. This event was organised
free of charge exclusively for CCA members and the response
was indeed enthusiastic. In view of this, the Call Centre
Association will organise another site visit to the
"1823 Citizen's Easy Link" again in July.
Interested members should look for more information
in the Call Centre Association's e-newsletter or browse
our website for the latest updates.
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"Customer
Contact World China" Symposium and
Study Mission in Shanghai
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24-27
September 2002
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| This
highly awaited event will offer attendees an in-depth
grasp of the latest trends and challenges facing call
centres in China. Prominent speakers from existing enterprises
will be invited to share their implementation experience
and insights. Also a major focus will be put on the importance
of call centres in developing CRM strategies in China.
Moreover, an on-site visit in China has been arranged
to allow everyone to better understand the overall operational
details and learn about call centre practices on the mainland.
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more programmes details, please click
here |
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Customer
Management of OglivyOne
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| Those
who deal with the day-to-day challenges of acquiring,
keeping and selling to customers know just how difficult
it is to constantly think about new ways to improve results.
This is especially true when clients or senior management
are being asked to cut costs and do more for less. Part
of the difficulties of working in a CRM-focused business
is managing the entire spectrum of activities, not only
implementing new technologies for those lucky enough to
have access to it. It's also important to improve propositions
while getting the right team in place and analysing response
groups within the main base. Delivering proper everyday
communications to customers and prospects is the key to
building a sound business strategy. |
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| In
light of these hurdles, OgilvyOne's unique Customer Management
benchmarking methodology (CMAT) has recently been launched
in Aisa. CMAT helps businesses build sustainable and profitable
relationships with customers while improving acquisition
approaches. It is a powerful, in-depth assessment system
that compares organisations against global best practices
and approaches used by competitors. There is a very high
correlation between high performing CMAT organisations
and bottom line results. |
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| CMAT
also introduces the important customer relationship management
concept of not only understanding competitors and the
customer's experience, but also to make use of internal
resources and information. After gaining a thorough understanding,
companies must categorise customers and potential customers
into different groups in order to facilitate customer-centric
activities. This creates a focus on retention, efficiency
and recruitment of new customers as well as building value-added
market penetration. |
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| To
learn more about CMAT, click
here |
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| More
News From the Call Centre Sector |
China
/ Beijing - Call Centre & CRM China 2002 2-4th July
Please visit the web site: www.cc-china.com
/ http://www.cc-china.com |
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For
enquiry and more programmes details, please email to:
joe_zhou@idg.com.cn,
Joe Zhou from IDG Beijing. |
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