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Call
Centre Association
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E-newsletter
- Nov, 2003
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1.
Call Centre Site Visits - Hong Kong & Guangzhou
in Dec 03
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| Call
Centre Site Visits Exclusively for CCA Members |
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| Beginning
this month the Call Centre Association will organize regular
site visits to leading call centers (winners of HKCCA
Award 2003) in Guangzhou and Hong Kong. The visits are
organized exclusively for CCA Members and provide opportunities
for mutual learning and networking. |
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| This
visit will last about one and a half hours for Hong Kong
call center and half-day visit for Guangzhou visit. The
exact time and place of gathering will be notified once
the arrangements have been confirmed with the host organization.
The visit group is limited to 13 persons, seats are reserved
on a first-come-first-served based, act now to secure
a place. |
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visit schedule is as following: |
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| Date |
Time |
Site
Visits |
| 9
December 2003 |
08:25
am - 4:00 pm |
Guangzhou
Channelbeyond Customer Care Co., Ltd |
| 16
December 2003 |
To
be confirm
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TNT
Express Worldwide (HK) Ltd |
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| Fee:
Guangzhou site visit @HK$580/per participant, including
round trip Through Train tickets, lunch and transportation
in Guangzhou. And the visit to TNT Express Worldwide (HK)
Ltd is free. |
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| Please
click here for the response form and fax back to us for
reservation. |
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1. The Call Centre Management Symposium & The 4th
Annual Call Centre Awards Presentation Ceremony 2003 |
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The Call Centre Management Sympsoium & The 4th Annual
Call Centre Awards Presentation Ceremony 2003 was held
on 30 Oct 03 in Langham Hotel . The event was a great
success with over 130 participants. Besides the renowned
speakers from China, Hong Kong and Australia to share
their highly informative speeches in the morning session.
The 4th Annual Award presentation ceremony was arranged
in the luncheon time. Total 27 winning companies received
the winner trophies. The Winners Showcase is presented
in the PM session. |
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| To
review the winners' list and their profiles, as well as
the photos for the award presentation ceremony please
click
here. |
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| 2.
Asia Pacific Call Centre Research Seminar |
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| An
Asia Pacific Call Centre Industry Research study was conducted
in 2003 covering numerous aspects of the call center industry
management in the region. Mr Martin Conboy of the Callcentres.net,
Australia is invited to share the results of the survey
and in particular the findings with regards to Hong Kong
call centers on 31 Oct 03. |
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those who missed the seminar, please click
here to read the presentation from the speakers. |
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| Call
Centre Industry Research 2003 |
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| Please
click here to read the Executive Summary of Call Centre
Industry Research 2003. |
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| More
News from the Call Centre Sector |
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| 1.
Xpedite |
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| Free
Trial of Xpedite voiceREACH - Low cost method to increase
outbound call volume and optimize Call Centre productivity |
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| Members
of Call Centre Association can now enjoy Free Trial Offer
of Xpedite audio messaging services. Xpedite voiceREACH
enables delivering of audio messages to hundreds or thousands
of people at once through mobile phones, land line or
answering machines. This works as a cost-effective way
for Call Centres to increase outbound call volume and
agents productivity without capital outlay or additional
staffing. |
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| Click
this link for details |
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| Please
contact Ms Maureen Chang at 2353-3500 or email to
marketing@xpedite.com.hk for free trial arrangement. |
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| 2.
Call Center Telephone Survey Tool Benchmarking Survey |
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purpose of this study is to benchmark companies who have
had success with an automated telephone survey product
for the purposes of measuring customer satisfaction after
a telephone servicing event. We would like to collect
information on the pluses and deltas of various tools
in use in the market today and understand lessons learned
from companies who choose to outsource this tool and effort
and those who chose to build the tool internally. |
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| The
data collected through this benchmarking study will be
used for internal process improvement purposes. Your response
will be kept confidential and your organization will not
be identified as a participant to others. The data will
be compiled and a brief report will be sent to the participating
companies within two weeks of the completion of the survey
run. |
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| Survey
Subject: |
Call
Center Telephone Survey Tools Benchmarking Survey
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| Sponsor: |
Bank
of America |
| Time
to complete: |
15
minutes |
| Accessible: |
Public
access - Everyone can participate |
| Results
shared: |
January
5, 2004 |
| To
participate visit: |
Call
Center Telephone Survey Tools Benchmarking Survey
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If
your browser is unable to access the link above,
please
visit http://www.benchdb.com/Surveys/boa5/start.htm
or go to
www.industrymetrics.com then select this survey
from the list. |
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| Everyday
we hear from business professionals seeking those ever-elusive
"metrics". It's been virtually impossible to
obtain accurate and current quantifiable data on any process.
Until now that is. With the launch of the TBE Surveyor,
we're receiving fresh metrics by the minute! |
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To
see a complete list of surveys in progress please visit:
Current List of Surveys
To conduct a survey of your own please visit: Run Your
Own Survey |
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Post:
Inside Sales Manager (10 positions open)
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| Company:
a global MNC Computer & IT Equipment (Fortune
500) |
| Location:
Beijing, Shanghai or Xiamen |
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| JOB
DESCRIPTION |
The
position will require the candidate to manage a
sales team in a call centre to perform and meet
company objectives in the Relationship business
of "The Client" in China and HK.
This person would take charge for one of the business
segments and would be likely to lead and manage
a number of small teams within the segments.
The candidate must have a proven sales track record
in a disciplined sales environment with face to
face customer interaction, preferably good knowledge
of China markets. Minimum of 5 years of related
experience and more than 2 years of management experience.
Preferably in sales call center environment. The
person must have proven success in consistently
managing a sales group to achieve goals. He should
also have a strong background and understanding
of financial management.
He must be ready to take challenges to perform the
expected growth targets of the company. In term
of skills, he must have good grasp of account management,
funnel management and ready to work out sales recovery
plan in a timely manner when the sales fall short.
He must be very action-oriented, quick to act and
able to work in an intense, quick, dynamic, highly
result-oriented environment. He must be able to
deal with ambiguity, works under pressures with
limited resources.
What makes him successful will be his strong sense
of business acumen, ability to drive the results,
manage finances in terms of growth, profitability
and liquidity, learning on the fly, dealing with
ambiguity and work with other departments, e.g.
Marketing, Sales Operation and Planning, etc effectively
to deliver results. He must be organizational agile
to make strategic decision that have positive impact
on the business. He must possess excellent written,
oral communication and presentation skills to influence.
He must be also be good at people development as
he needs to spend time coaching and sizing up his
team. A working knowledge of key metrics to drive
sales would be a necessity.
Interested parties, please send resume and expected
salary to cv@powerskill.com.hk
All information received will be kept in strict
confidence and only for employment-related purpose.
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