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Call
Centre Association
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E-newsletter
- Mar, 2004
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| Index |
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| New
Executive Committee for year 2004 has been selected in
the AGM on 16 Jan 04 |
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| Position |
Name |
Working
Company / Title / Email |
| Chairman |
Mr.
Sidney Yuen |
HK
Benchmarking Clearinghouse
Chairman & CEO
sidyuen@hkbc.org.hk |
| Vice-Chairman |
Mr.
John Chiu |
AT
Group Ltd
Managing Director
johnchiu@atgroup.com.hk |
| Secretary |
Mr.
Peter Leung |
BT
Hong Kong Ltd
Business Development Director
North East Asia
peter.leung@bt.com |
| Treasurer |
Mr.
Ambrose Linn |
TNT
Express Worldwide (HK) Ltd
Deputy Country General Manager
ambrose.linn@tnt.com |
| Marketing
& PR |
Mr.
Michael Cowell |
Teledirect
Hong Kong Ltd
Managing Director
michael.cowell@teledirect.com.hk |
| Liaison |
Mr.
Bennie Ho |
bennieho@yahoo.com |
| Work
Process Improvement |
Mr.
Chapman Lam |
Galaxy
Satellite Broadcasting Ltd
Manager, Service Operations
chapmanlam@gsbhk.com |
| Work
Process Improvement |
Ms.
Sally Fong |
Saggio
(Hong Kong) Company Ltd
Customer Service Manager
sally.fong@saggio.com.hk |
| Technology |
Mr.
Albert Chan |
Jardine
OneSolution
Consultant Manager Telephony Application
awhchan@jos.com.hk |
| Professional
Development & Training |
Mr.
Rayland Chan |
1823
Citizen;s Easy Link (Efficiency Unit, HKSAR Government)
Executive Manager
raylandchan@1823.gov.hk
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| Programs
& Activities |
Mr.
Ignatius Wong |
PCCW
Contact Center Business
Assistant Vice President Regional Business
Ignatius.ys.wong@pccw.com |
| Call
Centre Awards |
Ms.
Claudia Schlesinger |
claudiaschlesingerhk@hotmail.com |
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Upcoming
Events (Year 2004)
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activity calendar in Year 2004 is listed as below. Welcome
your participation. |
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| March
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Evening
Seminar - Enhance the customer loyalty through
better utilization of IVRS |
| March |
PRC
Call Centre Site Visit - China Unicom Shenzhen
Call Center |
| March |
HK
Call Centre Site Visit - 1823 Citizen's Easy Link
(Efficiency Unit, HKSAR Government) |
| April
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Call
Centre Industry Research Launch |
| April
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Evening
Seminar - How to re-energize the workforce, increase
loyalty and reduce staff turnover |
| May |
Call
Centre Visit |
| May |
Evening
Seminar - Incentives for Telemarketers |
| Jun |
CCA
Award 2004 Launch & Briefing |
| Jun |
Evening
Seminar - Call Centre Technologies |
| July |
Briefing
of CCA Award 2004 |
| July |
Evening
Seminar - CS Professional Selection |
| August |
Networking
Event |
| September |
Call
Centre Industry Research Result Announcement |
| October |
CCA
Award Presentation Ceremony |
| November |
CCA
Award Winners Sharing Symposium |
| December |
Network
Event + User Case Sharing |
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1. Call Centre Visit to HK and Shenzhen |
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The Call Centre Association will organize regular site
visits to leading call centres in Hong Kong and PRC. The
visits are organized exclusively for CCA Members and provide
opportunities for mutual learning and networking.
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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 20 persons,
seats are reserved on a first-come-first-served based,
act now to secure a place. |
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| The
visits schedule is as following: |
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| (exactly
date to be confirm) |
Time |
Site
Visits |
| March
2004 |
To
be confirm |
China
Unicom Shenzhen Call Center |
| March
2004 |
To
be confirm |
1823
Citizen's Easy Link
(Efficiency Unit, HKSAR Government) |
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| The
visits are free. Please click
here for seat reservation. |
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| 2.
Evening Seminar in March & April |
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Evening
Seminar - Enhance the customer loyalty through better
utilization of IVRS (March 2004)
Evening Seminar - How to re-energize the workforce, increase
loyalty and reduce staff turnover (April 2004)
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| Please
click
here for seat reservation. |
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| AGM |
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| Our
5th Annual General Meeting plus Forum on Call Centre Industry
Research was held on 16 Jan 04. Besides the AGM hosted
by our Chairman, Mr Sidney Yuen, Treasurer, Mr John Chiu
and the Secretariat. We invited Mr. Michael Cowell, our
Marketing & PR presented the Call Centre Industry
Research 2003. Also the speaker from EPRO Telecom Services
Ltd, Mr Terry Leung, Software Manager shared us the topic
" Double Your manpower, Half the Price" |
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The
New Executive Committee of Call Centre Association
(Year 2004-2006)
Mr. John Chiu, Mr. Ignatius Wong, Mr. Albert
Chan, Mr. Michael Cowell, Mr. Sidney Yuen, Mr.
Peter Leung, Mr. Bennie Ho, Mr. Chapman Lam,
Mr. Rayland Chan, Ms. Sally Fong and Ms. Cindy
Lui
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Mr.
Terry Leung, Software Manager of EPRO Telecom
Services Ltd
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Mr.
Michael Cowell, Managing Director of Teledirect
Hong Kong Limited
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| Call
Centre Site Visit |
| Series
of Call Centre Visits have been organised from Dec., 03
to Feb., 04 |
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| 9
December 2003 |
Guangzhou
Call Centre Site Visit
Guangzhou Channelbeyond Customer Care Co., Ltd |
| 16
December 2003 |
Call
Centre Site Visit
TNT Express Worldwide (HK) Ltd |
| 6
January 2004 |
Call
Centre Site Visit
PCCW Limited |
| 12
February 2004 |
Call
Centre Site Visit
INVESCO Asia Limited |
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Guangzhou
Call Centre Site Visit
- Guangzhou Channelbeyond Customer Care Co.,
Ltd - 9 December 03
Ms. Michelle M. Yuan and Mr. Chapman Lam
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Call
Centre Site Visit - TNT Express Worldwide (HK)
Ltd - 16 December 2003
Mr. Albert Chan and Mr. Ambrose Linn
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Call
Centre Site Visit - PCCW Limited - 6 January
2004
Mr. Albert Chan and Mr. Herbert Chee
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Call
Centre Site Visit - INVESCO Asia Limited - 12
February 2004
Ms. Hazel Cheng and Ms. Kerry Ching
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| Evening
Seminar |
| A
evening seminar on " The Best Service is no Service
- The Amazon.com case study" was organized on 12
Jan 04 with the HK Direct Marketing Association. We invited
Mr Bill Price, Founder and President of Driva Solutions
to present his valuable experience on the Amazon contact
analysis and techniques. |
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| Interested
members please click here to read the photos for the above-mentioned
events. |
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Evening
Seminar - "The Best Service in no Service
- The Amazon.com case study" - 12 January
2004
Mr. Bill Price, Founder and President of Driva
Solutions
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Evening
Seminar - "The Best Service in no Service
- The Amazon.com case study" - 12 January
2004
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| Special
News |
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Click-to-Chat
web chat demonstration - CosmoCall Universe (CCU) IP based
call centre solution was installed in our web-site. It
aims at enhancing the website functionality with interactive
chat feature for live service. With this enhanced feature,
our association could provide online visitors with live,
real-time, personalized customer service over the Internet
by the state-of-the-art technology.
Please visit our website www.hkcca.com |
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| More
News from the Call Centre Sector |
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| 1.
Customer Contact World - CRM & Contact Centres |
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31
March - 2 April 2004, Mandarin Oriental, Kuala Lumpur,
Malaysia
http://www.customercontactworld.com/2004/ccwa_MY
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| 2.
The 2nd Year China CRM Forum 2004 |
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30-31
March 2004, Shanghai Hilton Hotel
http://www.greaterchinacrm.org/eng/forum2004/index.htm
http://www.greaterchinacrm.org/gb/forum2004/index.htm
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