Asia Pacific Customer Service Consortium

Customer Relationship Excellence & Customer Service Quality Standard Leadership Summit 2009

2007 Award Winners Group Photo

2007 Award Winners Individual Photo

At this CRE Leadership Summit, distinguished speakers from government, academia, market leaders and CRE Awards winners in Hong Kong and the Asia Pacific Region will inspire you with the innovative ideas and wisdom on Customer Service and Customer Relationship Management.

þ  How do you retain your valuable customers during recession?
þ  How do you maintain your competitiveness in the global crisis?
þ  How do you achieve leadership in different areas to survive with growth?
þ How do you create sustainable business success with innovation and CRM?
þ How to reduce business costs with self services and environmental
     strategies?

Don't hesitate to register for the Leadership Summit 2009 to get the answers NOW and enjoy a 30% early bird discount!

Click HERE for more Information

Customer Relationship Excellence Awards 2008

Application of CRE Awards 2008 is now open!

The CRE Awards 2008 Welcome Pack can be downloaded from the following link:

CRE Awards 2008 Welcome Pack

Latest Application Deadline:

24^th January 2009 (Corporate)

30^th April 2009 (Individual)

REGISTRATION / NOMINATION

The CRE Awards Supplement:

21 July 2008 The Standard

28 July 2008 SingTao Daily G1-G12

Tips of the Month

The Key to Achieve Customer Relationship Excellence -

Citybase Property Management Ltd.

In this knowledge email, we would like to share about how Citybase Property Management Ltd. (Citybase), the winner of People Development of the Year in 2010, aims at achieving the Customer Relationship Excellence.

(Eng / 中文)

Asia Pacific Customer Service Contact Center (CSCC) Salary & HR Policy & Retention Survey

Asia Pacific Customer Service Consortium (APCSC) organizes this Compensation & Retention Strategy Benchmarking Program to provide human resources intelligence for contact centers in the region. The objective is to reduce staff turnover rate and to elevate the customer service quality and productivity in the region. Market data and analysis on the benchmark data are prerequisites for a competitive compensation policy that can effectively reduce staff turnover.

Reference Date: 1 Jan & 1 July

Fee: HKD25,000 or

Reference Date: 1 Jan

Fee: HKD15,000

The Information can be downloaded from here

BIC CRM Benchmarking

BIC CRM & Contact Center Benchmarking Program 2008

BIC CRM Corporate Client Servicing Center Benchmarking Program 2008

BIC CRM Telemarketing Center Benchmarking Program 2008

BIC CRM Customer Service Center Benchmarking Program 2008

Asia Pacific Customer Service Contact Center Salary & HR Policy Survey

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APCSC Customer Service Quality Standard

(CSQS) Roundtables

Ningbo, 24 March Shanghai, 26 March Guangzhou, 27 March

Mr. Yin Zi Li, , Vice General Manager of Customer Services Department of China Pacific Life Insurance Co., Ltd., shared the best practices of excellent customer service of their company during the Ningbo CSQS Roundtable.

Photo of participants of APCSC CSQS Roundtables in Shanghai

Hong Kong, China – March 27 2009 – Asia Pacific Customer Service Consortium (APCSC) held three Customer Service Quality Standard (CSQS) Roundtables in Ningbo, Shanghai and Guangzhou in late March. The Roundtables, with the theme of “How to revive consumer's market confidence by delivering excellent customer services”, have attracted experts and senior managerial level of the Customer Service field from different industries including Finance, Property Management, Telecommunication and Insurance to join and have warm discussion.

Click HERE for more Information:

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Asia Pacific Customer Service and Contact Center 2009 Salary Increase Forecast & Staff Turnover Survey Report 2008

With increasing deployment of customer service and contact centers operations in Asia Pacific, many companies are keen to recruit and attract customer service and contact centers professionals who are capable of delivering high quality customer service and generating sales through customer contact.

We have collected and analyzed the data from companies in Asia Pacific Region. The market staff turnover and salary increase rate is now provided for you to compare your own pay structure, get a competitive compensation policy, attract, motivate and retain your employees.

Please click here to download the survey report

Please click here to download Salary Increase Forecast Survey Form

Customer Loyalty Award Forum 2009

18-19 February 2009 - Hong Kong

Relationship Excellence is Your Way Forward!

Ms. Zhao Jie Jun, Deputy Director of China Unionpay Co., Ltd (CUP) demonstrated the advantages of RMB credit card supported by CUP.

Mr. Sunny Yeung, Executive Director of Sino Land and Head of Sino Property Services, shared their customer-oriented strategy.

Hong Kong, China – February 18, 2009 -- The Asia Pacific Customer Service Consortium (APCSC) organized The Customer Loyalty Award Forum (the Forum) for Asia Pacific business communities, member companies with a two-day program consisted of the Business Case Presentations from the Customer Relationship Excellence Awards (CRE Awards) participants. The presentations are part of the CRE Awards assessment process.

Click HERE for more Information:

Press Release

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Press Release

APCSC PRESENTS CRM BENCHMARKING OUTSTANDING PERFORMANCE COMPANIES WITH THE REGION'S “BEST-IN-CLASS” RECOGNITION

APCSC presented the Best-in-Class recognition for outstanding performance on the BIC CRM Contact Center and Customer Service Center Benchmarking Program at the Summit 2008

Hong Kong, China – June 27, 2008 – The Asia Pacific Customer Service Consortium (APCSC) presents the Best-in-Class (BIC) recognition to the companies who have performed well in the Regional BIC CRM Benchmarking (The Benchmarking) program, which is organized by APCSC annually.
The BIC recognition was awarded to the benchmarking participants during the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Summit, who have performed well in different areas of The Benchmarking.

ENG/中文

Please click following links to see our Supplement and upcoming promotion:
- The Standard
- SingTao Daily

Customer Relationship Excellence Awards

The Most Important Asia Pacific Award of its Kind
The goal of the CRE Awards is to promote service quality and customer relationship excellence in international cities across Asia Pacific and to recognize companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve.

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Customer Service Quality Standard (CSQS)

The Customer Service Quality Standard (CSQS) has been developed in conjunction with the Asia Pacific Customer Service Consortium and the University of Hong Kong with industry support by the CSQS Committee Asia to asses the overall service quality, best practice compliance and performance of your Contact Center / customer service department. It is the highest certification awarded to customer service organizations that strive to develop customer relationship excellence.

Press Release:

Henderson Land Group Property Management Department Receives CSQS Site Certification from APCSC

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Global Certification Program

CCCM Class Photo on Aug 29-30 2006

Our Global Certification has been adopted by leading corporations throughout the regions. Our certification enables organizations to build World-Class Customer Service Standards. The certifications are recognized in the region and are endorsed by local universities as well as international bodies.

Selected courses provided by Hong Kong Customer Service Consortium are registered as reimbursable programs under the Continuing Education Fund (CEF):

Certificate in Customer Service Management (CCSM)

Certificate in Service Excellence Leadership (CSEL)

Certificate in Professional Customer Service (CPCS)

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Customer Testimonials

Many leading organisations throughout Asia Pacific are familiar with APCSC's high quality Certification courses. The next sessions are detailed below. Join us for a World-Class experience and start improving your service quality.

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Membership

APCSC has members serving different client segments, and delivering services in different formats and settings. Because of this diversity, participants will be stimulated and inspired to revolutionize their services. Companies can learn from one another.
The objective is to find solutions that member companies can adapt for use in their own business contexts, so that together we may:
• Learn faster from the best practices of other companies across industry, and
• Pool resources to innovate where no one has yet found an acceptable solution.

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People Site Certification

The People Site Certification is awarded to organizations that have over ninety percent of their Customer Service and Contact Center staff certified under APCSC’s Global Certification program, which includes Certified Contact Center Manager (CCCM), Certified Contact Center Supervisor (CCCS) and Certified Contact Center Professional (CCCP) and others.

Press Release:

Bax Global Receives People Site Certification Award
Dao Heng Insurance Receives People Site Certification Award
DHL Global Forwarding Receives People Site Certification Award
Quality Healthcare Receives People Site Certification Award
SWIFT Receives People Site Certification Award

Global Certification Mini-Schedule
Certified CRM Director (CRMD) (inclusive of the CRE Summit and Award Dinner)			Certified Customer Service Professional (CCSP)
25-26, 29-30 June 2009	Hong Kong (English)	CRMD4011HK	14-15 May 2009	Hong Kong (Cantonese)	CCSP4012HK
Certified Contact Center Manager (CCCM)			Certified Contact Center Professional (CCCP)
29-30 June 2009	Hong Kong (English)	CCCM4028HK	13-14 May 2009	Hong Kong (Cantonese)	CCCP4046HK
Certified Customer Service Analyst & Auditor (CCSA)			Effective Telemarketing & Objection Handling (ETOH)
28-29 April 2009 1-2 July 2009	Hong Kong (English) Hong Kong (English)	CCSA4035HK CCSA4036HK	13 May 2009	Hong Kong (Cantonese)	ETOH4046HK
Certified Contact Center Supervisor (CCCS)			Complaint Handling & Stress Management (CHSM)
4-5 June 2009	Hong Kong (Cantonese)	CCCS4036HK	14 May 2009	Hong Kong (Cantonese)	CHSM4046HK
Certified Telemarketing Supervisor (CTMS)
11-12 June 2009	Hong Kong (English)	CTMS4003HK

Certificate in Customer Service Management (CCSM) CEF Reimbursable

21C04911-5

28-29 April 2009 & 29-30 June 2009

1-2 July 2009 & 29-30 June 2009

Hong Kong (English)

CCSM4006HK

CCSM4007HK

Certificate in Service Excellence Leadership (CSEL) CEF Reimbursable

21C05006-7

4-5 June 2009 + elective module

Hong Kong (English & Cantonese)

CSEL4003HK

Certificate in Professional Customer Service (CPCS) CEF Reimbursable

21C05127-6

14-15 May 2009 + elective module

Hong Kong (English & Cantonese)

CPCS4002HK

Education Partners

FREE 3-month Individual Membership

Want to get free tips about customer service industry or tip of the month, we invite you to try a FREE 3-month Individual Membership, with no obligation. Please complete the membership registration page and select the TRIAL option from the membership type drop-down box. http://www.apcsc.com/HKCSC/membership/membership.htm