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Call
Centre Association
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E-newsletter
- Jan, 2003
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| Index |
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Upcoming
Event |
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1.
Call Centre Industry Research |
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2.
Site Visits to the Award-winning Call Centres |
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3. Upcoming activities in
year 2003 |
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Events
Review |
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AGM 2002 |
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Site
Visits to the Award-winning Call Centres |
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Special
Event |
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Call Centre Industry Research
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More
News From the Call Centre Sector |
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1.
COPC -2000 Registered Coordinator Certification
Training - the First of Its Kind in Hong Kong |
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2. Customer Contact World
2003 |
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3.
Microsoft CRM |
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| 1.
Call Centre Industry Research |
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| As
many of our members voted the "Statistics of Call
Centres in Hong Kong" as the most sought after information,
we realise a clear picture of the industry is crucial
to Hong Kong practitioners. Therefore, the CCA will conduct
our first call centre industry-wide survey in February
after Chinese New Year. See the Special
Event section in this new for details. |
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| 2.
Site Visits to the Award-winning Call Centres |
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800 TeleServices (HK) Ltd. |
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Bank of Bermunda |
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Hongkong Post |
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Invesco Asia Limited |
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(Visit
dates to be confirmed) |
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| 3.
Upcoming activities in year 2003 |
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Date
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Event Topics |
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Jan-03
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AGM |
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Jan
& Feb 03
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Call Centre Visits to CCA Award 2002 Winning Companies |
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Feb-03
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Call Centre Industry Research Launch |
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Mar-03
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PRC Call Centre Visits |
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Mar-03
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Forum
on "Integration of Call Centres in Greater
China" |
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Apr-03
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Forum
on "Call Centre Career Development" |
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Apr-03
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Call
Centre Industry Research Finding Sharing |
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May-03
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Forum
on "Call Centre Technologies - CRM" |
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May-03
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Forum
on "Workforce Management Seminar" |
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Jun-03
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Networking
gathering and Best Practice Sharing |
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Jul-03
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CCA
Award 2003 Launch |
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Aug-03
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Forum
on "Call Centre Technologies - Telephony Technology" |
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Aug-03
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Forum
on "CS Professional Selection" |
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Sep-03
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Forum
on "Incentives for Telemarketers" |
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Oct-03
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CCA
Award Presentation Ceremony and Annual Symposium |
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Nov-03
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Networking
event |
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Nov-03
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Forum
on "Keeping Customer Services up When Times
are Down" |
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Dec-03
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Forum
on "Call Centre Technologies - Knowledge Management" |
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AGM
2002
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The
Annual
General Meeting 2002 was held on 10 Jan 03 evening at
the Hong Kong Productivity Council. Our Chairman and Treasurer
reported the Association activities and financial status
for the year 2002 during the meeting.
Also, two guest speakers including Mr. John Wan, Associate
Director -General of Invest Hong Kong and Mr. Tony Bruno,
Vice President of COPC Asia Pacific Inc shared their views
in the event.
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Site
Visits to the Award-winning Call Centres
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Hong Kong Trade Development Council
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Shangri-la Hotel
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| The
Call Centre Association has invited the 3rd Annual Call
Centre Award winners to arrange on-site visits at their
call centres for our members to learn more about world-class
operations and management practices and to discuss the
success factors and positive experiences they have encountered.
January was a busy month with two site visits arranged. |
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| 7
Jan 2003 (Tue) AM |
Hong
Kong Trade Development Council |
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| 22
Jan 2003 (Wed) AM |
Shangri-la
Hotels & Resorts |
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Call
Centre Industry Research
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In
our last newsletter, we mentioned that we are going
to launch an industry-wide survey in Hong Kong. Using
the results of the survey, we expect to have a better
understanding of the call centre industry in Hong Kong,
developing trends and changes within the industry and
to better plan our Association activities, awards and
various supporting efforts to our member and the industry.
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| Special
thanks go to our Research Sponsor, Dun & Bradstreet
(HK) Ltd., whose generous support will help to make this
industry survey even more targeted and precise. |
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| This
industry survey targets more than 1,500 participants,
both Hong Kong CCA member and non-member companies, who
are providing structured over-the-phone services to their
customers and business partners. The questionnaire will
focus on several areas such as operations, costs, staffing,
KPIs, management, technology and planning. |
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| The
survey will commence in February and by April, we hope
to hold a press conference to announce the results our
very first industry survey. Please participate in the
research and show your full support to the call centre
industry in Hong Kong. |
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| All
HK CCA Member To ensure your company name is included
in the mailing, please contact CCA Secretariat for details. |
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| More
News From the Call Centre Sector |
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1.
COPC-2000® Registered Coordinator Certification
Training-the First of Its Kind in Hong Kong
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Take
the Exclusive Advantage to Enroll for the
COPC-2000® Registered Coordinator Certification
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| The
programme is applying for approval from the HKSAR
Government's New Technology Training Scheme (NTTS)
up to 50% of the course fee can be reimbursed for
those participants who satisfy the NTTS requirements.
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| COPC-2000®
is a performance standard specially designed for call
centre operations and been recognised internationally
by a wide range of enterprises and call centers. In many
large enterprises in Europe and U.S., the COPC-2000®
Registered Coordinator Certification has even become the
indispensable capacity for most of the call centre practitioners.
In Asia, and in Hong Kong as well, this qualification
is becoming highly popular among large enterprises and
call centers. |
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| In
view of this, the Hong Kong Productivity Council have
introduced a new "COPC-2000® Registered Coordinator
Training Programme" which is the first of its kind
in Hong Kong. Through a well-structured and comprehensive
training, call centre practitioners like yourself can
learn the techniques of achieving world-class high performance
using the COPC-2000® Standard. After completing the
course and passing the corresponding examinations, you
will then become a COPC-2000® Registered Coordinator.
This qualification proves that you are competent in applying
world-class practices and techniques to enhance call centre
performance. |
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| Now,
as a privilege Call Centre Association member, you can
enjoy an exclusive 10% off the course fee when you apply
to the COPC-2000® Registered Coordinator Training |
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| Interested
members please click here to read details and apply
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2.
Customer Contact World 2003
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3.
Microsoft CRM
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By
Stacy Cowley
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IDG
News Service, New York Bureau
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Microsoft Corp released to
manufacturing Tuesday the Microsoft CRM (customer relationship
management) software that's had the industry buzzing since
its announcement a year ago. |
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| Originally
scheduled to ship by the end of 2002, the software's street
date slipped as Microsoft continued working on the front-to-back
integration it has promised. Microsoft CRM is intended
as a low-cost, entry-level product for smaller businesses
seeking a CRM package that will easily connect to ubiquitous
Microsoft products such as Word and Outlook. |
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| The
software should be shipping in North America in about
a week from several hundred resellers, according to Microsoft.
More than 200 customer orders are already waiting, a spokeswoman
said. |
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| Microsoft
CRM is only available for purchase now in the U.S. and
Canada, but localized versions for Europe, the Middle
East, Asia-Pacific and Latin America are scheduled for
release in the second half of 2003, Microsoft said. |
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Pricing for the software
ranges from US$395 per user, plus $995 for the server,
to $1,295 per user and $1,990 for the server, depending
on the package chosen. |
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