CRM Contact Center Benchmarking Program

Benefit & Overview

With increasing deployment of Contact Center operations in Hong Kong and china, many companies are keen to increase operating efficiency, increase customer satisfaction and to increase revenues through consultative selling opportunities generated from the Contact Center. As a result, APCSC is inviting many leading companies from Banking, Telecom, Insurance, Financial Services, Securities to participate in the CRM Contact Center Benchmarking Program to gain a solid understanding of their performance and market position. APCSC’s benchmarking program serves as a strategic business assessment and audit to identify gaps in CRM and Contact Center business performance, as well as areas in which these strategic business units need attention. APCSC has formulated this program to help companies identify areas in which improvements can greatly increase customer retention and repeat business. There are various areas covered within the service operation and it is every company’s goal to provide their customers with the best possible customer contact experience. The immediate benefits of benchmarking are very clear and enable your company to:
Understand industry trends and best practices on CRM and Call Centre Integration, Knowledge Management.
Perform industry competitive analysis
Set goals for your future business strategy and technology investments based on the detailed benchmarking research.
Enhanced efficiency and productivity.
Gain a better ROI: Closing performance gaps and adopt best practices in reduced costs & increased business opportunities.
Share key business intelligence with management team.
Identification of your best practices for market recognition from APCSC Benchmarking Best-in-Class (BIC) recognition.
World Class Customer Service Standard.
For all these reasons, frequently benchmarking your e-business center performance against a Peer Group of similar centers is a mandatory step in being competitive. We have an experienced team of dedicated professionals to carry out this important Contact Center & CRM Benchmarking Research. APCSC is here to provide you vital findings to help your business grow.

Industries covered

Airlines, Banking & Finance, Insurance, Telecommunications, Government, Outsourcing Service Provider, Utilities, Transportation, Service Centers.

Selection of leading companies covered since inauguration

Cathay Pacific Airways Cathay Pacific Holidays Citibank CITIC KaWah Bank Dao Heng Insurance
DHL Dragon Airlines HKTDC Hong Kong CSL HSBC Insurance
Manulife PCCW Limited Reuters SmarTone Mobile Sony
Towngas Virgin Atlantic Airways

360º Benchmarking Methodologies

The Project is divided into three parts with objectives and purpose outlined below.

Benchmarking Self Assessment

A self assessment questionnaire is completed followed by and interview and site visit. The different areas of Contact Center & CRM will tentatively include the following:
  • Management Responsibilities
    • Mission, Vision, Value
    • Organization Structure
    • Customer Pledge, SLA
    • Management review
  • Resource Management
    • IT System security, maintenance, audit
    • Technology
    • Knowledge Management
    • Human Resources , Salary and Benefit
  • Process Management
    • Standard Operating Procedure
    • Call process diagram / escalation flow
    • Complaint management process
    • Quality Monitoring
  • Performance Management
    • Quality Assurance
    • Customer Satisfaction levels
    • Customer, Financial, Service, Staff KPIs
    • Performance appraisal

Customer Survey

With follow-up calls to customers’ direct input and qualitative telephone interviews, the questionnaire consists of high impact questions relating to the Contact Center & CRM Services provided to the customers on their acceptance, satisfaction and loyalty outcomes on the categories listed here:
  • Perceived usefulness
  • Perceived ease of use
  • Dimensions of Service Quality
  • Customer’s Attitudes
  • Customer’s Behavioral Intention
  • Customer Satisfaction and Loyalty
This part also asks for open-end questions as well as the demographic information about the respondents.

Mystery Calls

Mystery calls will be made to assess the Contact Center & CRM participating unit to give a feedback on the service level, areas covered in the above surveys and benchmarking categories, plus other analysis including, but not limited to, tone, attitude.
Customer Service Center Benchmarking Program

Benefit & Overview

The Customer Service Industry is a key service industry in Hong Kong and ranks among the 2nd largest service sector. As a major service industry of Hong Kong, professionalism of customer service practitioners is vital to the long-term competitiveness of the industry. Frequently benchmarking your center is a mandatory step in ensuring professionalism.

By participating and subscribing to our Benchmarking Club, you will be able to:

Understand industry trends and best practices on business, process & performance, people, technology, financial metrics and Knowledge Management, Salary and Benefits.

Set goals for your division using 360º benchmarking standard based on objective and detailed benchmarking research.

Understand the feedback and comments from your customers.

Gain a significant Return On Investment (ROI): Closing performance gaps can result in reduced costs and increased revenue opportunities.

Perform competitive analysis

Enable participating companies to gauge their company’s service performance and in identifying areas that required performance improvements.

Industries covered

Airlines, Banking & Finance, Insurance, Telecommunications, Government, Outsourcing Service Provider, Utilities, Transportation, Service Centers.

Selection of leading companies covered since inauguration

Cathay Pacific Airways
Cathay Pacific Holidays
Citibank
CITIC KaWah Bank
Dao Heng Insurance
DHL
Dragon Airlines
HKTDC
Hong Kong CSL
HSBC Insurance
Manulife
PCCW Limited
Reuters
SmarTone Mobile
Sony
Towngas
Virgin Atlantic Airways

360º Benchmarking Methodologies

The Project is divided into three parts with objectives and purpose outlined below.

Benchmarking

This part requires the participating company to fill out a questionnaire together with an interview and site visit. The different areas of Customer Service Center will tentatively include the following:

Knowledge Management

Information transformation, maintenance, systems

Salary & Benefits

Front-line, team leader, Contact Center manager, head

Business

Strategy, Organization, ROI

Process & Performance

KPIs, CRM Indicators, SLA

People

Recruitment, Motivation, Retention, Development

Technology

CRM, CTI, AI, EMS, IVRS

Financial

Costs, Revenue, Budget

Plus Best Practices in many aspects

Customer Survey

With follow-up calls to customers’ direct input and qualitative telephone interviews, the questionnaire consists of high impact questions relating to the Contact Center & CRM Services provided to the customers on their acceptance, satisfaction and loyalty outcomes on the categories listed here:

  • Perceived usefulness
  • Perceived ease of use
  • Dimensions of Service Quality
  • Customer’s Attitudes
  • Customer’s Behavioral Intention
  • Customer Satisfaction and Loyalty

This part also asks for open-end questions as well as the demographic information about the respondents.

Mystery Shopper

Using a team of well-trained mystery shoppers, mystery visits will be conducted among the service center of participating companies, areas covered in the above surveys and benchmarking categories, plus other analysis including, but not limited to, attitude, knowledge, professionalism.

Contact Center Salary and HR Policy Survey for Hong Kong

Benefit & Overview

With increasing deployment of Contact Center operations in Hong Kong and China, many companies are keen to recruit and attract Contact Center professionals who are capable of delivering high quality customer service and generating sales through both inbound and outbound telephone services. As the economy is picking up, major business sectors are aggressively hiring high caliber candidates with substantial increases in base salary and other incentives and commission schemes. Therefore, most Contact Centers are also experiencing high staff turnover rate. The cost of high staff turnover not only increases costs in recruitment, training and productivety, but also seriously affects customer satisfaction, retention, loyalty and staff morale.

Asia Pacific Customer Service Consortium (APCSC) organizes this Compensation 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 in the region. Market data and analysis on the benchmark data are prerequisites for a competitive compensation policy that can effectively reduce staff turnover.

After analyzing the salary data, the sales commission and performance pay, a comprehensive report will be provided for you to compare your own pay structure, get a competitive compensation policy, attract, motivate and retain your employees.

Selection of leading companies covered since inauguration

Cathay Pacific Airways
Cathay Pacific Holidays
Citibank
CITIC KaWah Bank
Dao Heng Insurance
DHL
Dragon Airlines
HKTDC
Hong Kong CSL
HSBC Insurance
Manulife
PCCW Limited
Reuters
SmarTone Mobile
Sony
Towngas
Virgin Atlantic Airways

Industries covered

Airlines, Banking & Finance, Insurance, Telecommunications, Government, Outsourcing Service Provider, Utilities, Transportation, Service Centers.

1. Contact Centre Salary Benchmarking Positions for both Permanent and Contract:

Senior Management
Head, Customer Service / Business Unit (GMC50)
Senior Manager, Customer Service (SMC50)
Middle Management
Telesales Manager (TSM40)
Customer Service Manager / CRM Manager (CSM40)
Supervisory
Telesales Supervisor (TSS30)
Customer Service Supervisor (CSS30)
Technical Support Supervisor (TCS30)
Quality Assurance Officer (QAO30)
Experienced Frontline
Inbound Telesales Representative (ITR20)
Outbound Telesales Representative (OTR20)
Customer Service Representative (CSR20)
Technical Support Representative (TSR20)
Junior Frontline
Inbound Telesales Representative (ITR10)
Outbound Telesales Representative (OTR10)
Customer Service Representative (CSR10)
Technical Support Representative (TSR10)

2. Contact Center Human Resources Policy in Hong Kong – Permanent versus Contract

I: Contact Center Working Schedule and Holidays.
II: Contact Center Industry and Size.
III: Contact Center Staff Turnover and Salary Increase
IV: Contact Center Allowances & Overtime Pay.
V: Sales and Performance Incentive Scheme. VI: Staff Retention Program