For Corporate and Service Providers
Customer Relationship Excellence – Outstanding Achievement
Organizations that have a world-class customer support infrastructure, continuous improvement of customer satisfaction and relationship excellence will be awarded the Outstanding Achievement Award. This is in recognition of their superior and unparalleled service to their customers and their contribution to the success of the organization. Please kindly note that in order to apply for the “CRE Outstanding Achievement” you will need to enroll in at least 3 other corporate categories to ensure comprehensive assessment to reflect the Outstanding Achievement.

 

Corporate Environmental & Social Leadership of the Year

Organizations who have demonstrated leadership in corporate social responsibility and environmental management achievements will be awarded with recognition on their commitment to supporting both responsible environmental and social best business practices including environmentally sustainable practices company-wide, including water conservation; paper, carbon and waste reduction; energy efficiency, green management and employee awareness training to ensure the sustainable long term growth and development of business and community. Applicants need to apply for 1 additional CRE Awards Corporate Category in order to apply for the Corporate Environmental & Social Leadership of the Year.

Global Support Services of the Year
Global support organizations that are providing excellent global support to their customers will be awarded in recognition for their seamless global and regional coordination, support around the globe, multi-site systems and multi-language capabilities.

Contact Center of the Year
Contact Centers that utilize innovative methods, metrics and ideas to provide quality support to their customers with strong business performance will be awarded recognition. Internal management of the Contact Center, creative staff incentive programs and telemarketing strategies will also be taken into consideration.

Customer Service Center of the Year
Customer Service Centers that provide superior face-to-face services to their customers as well as their service environment in which customers are supported with high quality services will be awarded recognition.

Outsourcing Team of the Year
Companies who are providing excellent outsourcing services will be awarded recognition on their efforts in supporting their clients' customers. Internal management, creative staff incentive programs, training, quality assurance and effective telemarketing also will be taken into consideration.

Integrated Support Team of the Year
Organizations who work together as an integrated team to deliver World-Class support to their customers will be awarded recognition. These include, but are not limited to, Help Desks, IT Support, Marketing, Customer Service Department, Internal Support Teams etc.

Corporate Service Team of the Year
Corporate Service deals with internal or intra-office functional services offered across departments in the company including but not limited to finance and accounting, human resources, legal council, marketing and communications. Large scale support teams providing excellent service on a particular corporate service will be awarded recognition on their efforts in building customer-centric value at the forefront of their mission.

Service Portal of the Year
Companies who are utilizing the Internet as a strategic channel of excellent customer support will be awarded recognition on their efforts in providing an easy-to-navigate website as well as support content and feedback channels. In addition, response time, self-services, automation, knowledge management and service delivery will also be taken into consideration.

Customer Loyalty Program of the Year
Companies who provide successful loyalty programs for their customers will be awarded the recognition for their design, value, incentives and beneficial content. In addition, overall management of the loyalty program will be evaluated together with logistical aspects of the program.

Customer Satisfaction Quality System of the Year
Companies who regularly monitor their customer feedback and use this feedback to implement corrective actions will be awarded recognition on their efforts in placing customer satisfaction as an important aspect of their service performance.

People Development Program of the Year
Companies who have implemented a comprehensive staff training and development program will be awarded the recognition on their efforts in elevating the quality, competence and standards of their Customer Service professionals. In addition, companies who provide retention and channels for career development programs will also be taken into consideration.

Best Use of Knowledge Management of the Year
Companies who apply and adopt effective and systematic knowledge management discipline, program, systems and process that add value to the Customer Service professionals in supporting the customers and create sustained Customer Relationship and affiliation with different segments of the customer base will be awarded recognition.

Best Customer Experience Management of the Year
Companies in the retail, tourism, high street shops, chain stores, department stores, supermarkets and hotels who are consistently providing interactive and friendly customer service in a face-to-face environment will be awarded recognition. In addition, service encounter, service culture, team spirit, product knowledge, and customer service best practices will be taken into consideration.

Best Use of Technology of the Year
Companies who have made the best use of technologies as a core strategy of their commitment to elevate the overall system efficiency, resources management and Customer Service quality will be awarded recognition. In addition, connectivity and harmonization of these technologies will also be taken into consideration.

Innovative Technology of the Year
Service providers and vendors who have engineered technologies innovatively to prove the delivery of convenient products and services with the enhancement of customer service will be awarded recognition for their efforts and contribution to Customer Relationship Management.

High Speed Customer Service of the Year
Companies who have high volumes and/or make outbound calls will be awarded recognition for their efficiency and ability to serve customers. Response times and first call resolution rates will be a primary consideration as part of the assessment process.

Consumer Relationship Marketing Service of the Year
Companies who offer effective relationship marketing programs and execution teams that continue to offer sustained customer relationship and affiliation with different segments of the customer base will be awarded recognition.

Mission Critical Support Service of the Year
Companies that are providing mission critical support services that require an extraordinary degree of reliability, sustainability and availability will be awarded recognition. In addition, the scope of the services provided, the level of knowledge required, the response time to customer requests, contingency measures and disaster recovery processes will all be key areas of assessment. Companies will have to demonstrate their ability to handle and solve the most complex problems, highlighting the importance of the business impact to their customers.

Field Support Team of the Year
Companies who are providing excellent field support services will be awarded recognition on their efforts in providing operational, maintenance, installation, repair, engineering and technical services on the field that fulfill the requirements and enhance satisfactions of the clients efficiently at the field.

Public Service of the Year

Public services that improve efficiency, transparency, accountability, responsiveness, and delivery of services; foster participation in policy making decisions through innovative mechanisms from the public organizations, education, government agencies at national or sub-national level, and public-private partnerships.
For Individuals
CEO of the Year
The nominee must have demonstrated vision and leadership in building the organization with strong customer loyalty, superior brand and strong financial performance with customer centric culture. This includes ongoing strategies and continuous initiatives where the nominee's visions, business insights, leadership to communicate and inspire have guided his or her organization to a new level of growth, achievement and public recognition.

CRM Director of the Year
The nominee must have demonstrated a solid commitment to elevating and raising the standard of Customer Service throughout the organization by making the best use of CRM strategies, development programs and use of technologies. This includes specific campaigns or initiatives where the nominee's leadership and visionary insight, commitment, skills and ability have guided his or her department to a new level of service quality and customer loyalty.

CRM Manager of the Year

The nominee must have demonstrated a solid commitment to elevating and raising the service and quality standard, and leading his or her team as well as motivating and providing guidance to the team for achieving the CRM program objectives and business results.  The nominee must also implement and manage various CRM initiatives and programs, i.e., Customer Experience Management, Customer Retention and Loyalty, Relationship Marketing programs for increasing customer loyalty, satisfaction, and revenue contribution in emphasizing the value of Customer Relationship Excellence throughout the organization by leading his or her team on the path to success.

 

Customer Service Manager of the Year
Ø Contact Center

Ø Service Center

Ø Technical Center
The nominee must have demonstrated a solid commitment to elevating and raising the standard of Customer Service throughout the organization by leading his or her team on the path to success. This includes management skills in people, performance, communications that have been demonstrated to the customers and Customer Service team /department as well as his or her contribution in emphasizing the value of the Customer Service Center, Help Desk, Contact Center, or Retail Shop.

Customer Service Team Leader of the Year

Ø Contact Center

Ø Service Center

Ø Technical Center
The nominee must have demonstrated a solid commitment to elevating and raising the standard of Customer Service throughout the organization by demonstrating leadership and guiding his or her team on the path to success. The nominee must also be well versed in communication best practices, demonstrating excellent skills in mid-management and people coaching.

　

Customer Service Professional of the Year

Ø Contact Center

Ø Service Center

Ø Technical Center
The nominee must have demonstrated a solid commitment to elevating and raising the standard of Customer Service provided by the organization. In addition, he or she must have demonstrated exceptional Customer Service skills and a passion for ensuring customer satisfaction is achieved or exceeded at each and every contact.

 

Additional notes on the sub-categories:

Ø     Contact Center sub-category refers to operations and working environment in the call centers or contact centers.

Ø     Service Center sub-category refers to operations and working environment in the face-to-face counter service centers, retail networks, or shopping centers, etc.

Ø     Technical Center sub-category refers to operations and working environment in the IT systems, helpdesk, field support, or technical support services operations.