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Call
Centre Association
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E-newsletter
- Apr, 2003
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1.
Call Centre Annual Award 2003
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| Continuing
on last year's huge success, the Hong Kong Call Centre
Association is currently preparing the 4th Annual Call
Centre Awards, the only and most prestigious event on
the annual industry calendar. |
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| Business
diversity and technological advancement are helping to
drive the rapid growth of the call centre industry both
in Hong Kong and in neighbouring areas. Based on the encouraging
feedback from the industry last year, the Call Centre
awards will aim not only to acknowledge and give recognition
to individuals and business providing outstanding levels
of customer service, but also to accommodate a more diverse
spectrum of contact centre solution including technology
and even offshore calls centres servicing the Hong Kong
market.. |
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"Call
Centre Annual Award 2003 -
the only and the most prestigious event on
our industry calendar"
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participation in the awards reflects your commitment to
achieving Customer Services Excellence and identifies
you as one who has set themselves to perform at a high
level. |
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| You
may wish to visit our website at www.hkcca.com
or send e-mail to Amy
Wong or telephone: +852 2788 6011 if you have any
queries. The details schedule including award categories
will be announced shortly, so keep your eyes posted. |
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2.
China Event in June 2003
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Contact
Centres Integration in China
Late June 2003 (Tentative)
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| Sponsor: |
Supporter: |
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| Introduction |
| Contact
centers are on the move. With the ever-increasing contacts
between Hong Kong and the Mainland, integration of businesses
has become more mature. This is especially true in the
contact centre industry. |
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| How
can integration of contact centre across the border help
your business? How can you balance the investment and
return? How should your management strategy go and how
can you leverage it to maximize your customer satisfaction
and profit growth? |
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| Now
you can find the answers from the market players on how
they build and strengthen their leading roles in the field
of contact centre and customer service. Also you will
learn about the techniques for achieving equal benefit
between customer and business interests. You will also
be showcased on how successful organizations improve their
performance with tailored customer offerings.
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| Program
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The
event will include a half day seminar with the speakers
from PacificNet, China Unicom and PCCW and 1 day visit
to Guangzhou with the site visit to PCCW Limited - Guangzhou
Call Centre (電訊盈科廣州電話中心) & China Elite Information
Co., Ltd, Guangzhou
(廣州盛華信息有限公司). |
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| The
detailed program run-down will be announced soon. |
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Site Visits to the Award-winning Call Centres |
- 1823 Citizen's Easy Link (Efficiency Unit of SAR
HK Government)
- INVESCO Asia Limited |
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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.
Two site visits are arranged as follows: |
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| 14
Mar 2003 (Friday) PM |
1823 Citizen's Easy Link |
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(Efficiency
Unit of SAR HK Government) |
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| 25
Mar 2003 (Tuesday) AM |
INVESCO
Asia Limited |
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| Call
Centre Industry Research |
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supported by
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| Dear
Participant |
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| Thank
you for taking
part in the Hong Kong Call Centre Association (CCA) Call
Centre Industry Research 2003. The objective of this survey
is to collect information about call centre operations
in Hong Kong in order to share with practitioners data
on current trends, as well as the future direction of
the industry in Hong Kong. |
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| The
survey
covers different aspects of the call centre including:
size, staff, technology, key performance indicators (KPIs),
training and development. The questionnaire will require
approximately 15 minutes to complete by the appropriate
personnel managing your operations who have sufficient
knowledge and information regarding how your centre is
run. |
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After
collecting a reasonable number of responses and carrying
out analyses on the data, the survey results will be
announced in May 2003.
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| Please
make sure that correct contact information such as your
CCA 2003 membership number and electronic mail address
are provided at the beginning of this survey so that we
can forward you a copy of the final research report. |
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| The
Survey
is divided into 2 parts: Contact Information and Centre
Profile. Participants are required to supply Contact Information
marked with *. In the Centre Profile section, there are
no mandatory fields that you must fill in, however, we
highly recommend that you complete as many as fields as
possible in the survey. In the case where selecting multiple
answers are required, hold down the CTRL key while clicking
selections. |
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| Survey
data
will only be analysed in aggregate and no individual company
data will be released or used outside the scope of the
survey. The analysis and the report compiling will be
conducted by Hong Kong Productivity Council. Strict
confidence will be maintained at all times. |
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| To
begin the survey, please visit http://www.hkcca.com/html/survey.htm |
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Please feel free to contact
us for any queries regarding this survey. |
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| Thank
you again for taking the time to contribute to this important
industry endeavour. |
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| Sidney
Yuen |
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| Chairman |
| Hong
Kong Call Centre Association |
| Tel:
+852 2788 6011 |
| Fax:
+852 2788 6056 |
| Email:
ccainfo@hkcca.com |
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PCCW
Customer Management Services is a high-quality regional
integrated communications operator, providing best-in-class
contact-centre solutions that entail customized
CTI and CRM solutions, system development, multi-media
call-centre technology support to serve clients
from a wide range of industries, including banking,
finance, insurance, telecommunications and travel.
To cope with our business growth, we invite enthusiastic
and achievement-oriented young talents to join our
dynamic telemarketing team. Comprehensive training
in sales will be provided.
Ref: E-mail :ycktrain@pccw.com Fax
: 2637-7227 |
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| Position
: Part-time Telesales Executive (Wanchai/Tsuen Wan)
Your
role is to promote various products or services
and close sales order over the phone for a targeted
customer base. You will be working in our call
centres at Wanchai or Tsuen Wan.
Successful
applicant:
- Available to work during;
1900 - 22:00 , Mon - Sat, Perform minimum of
12 working hours per week
- Form 5 or above, 1-2 years experience in Sales
- Sales-oriented with excellent communication
and interpersonal skills
- Good command of Cantonese, English.
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If
you have the desire to create an exciting and rewarding
career, then send us your resume immediately, quoting
the reference number, your present and expected
salary via email/fax as posted under each position
to: People Management, 4/F Yuen Chau Kok Engineering
Centre, 16-18 Siu Lek Yuen Road, Shatin
PCCW is an equal opportunity employer and welcomes
applications from all qualified candidates. Information
provided will be treated in strict confidence and
only be used for recruitment related purposes. Personal
data provided by job applicants will be used strictly
in accordance with the employer's personal data
policies, a copy of which will be provided immediately
upon request.
www.pccw.com
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