Hong Kong – PCCW Teleservices, a HKT subsidiary and provider of global outsourcing solutions, won the awards of Best China Customer Experience and Best China Customer Contact Centre Administrator at the China Best Customer Contact Centre Awards 2014.
The Awards, organised by 51CallCenter, a customer contact centre and BPO industries information portal in China, is recognised as the Academy Awards of the contact centre industry. The Awards’ vision is to promote social awareness of excellent customer service, improve contact centre operation management, establish service outsourcing industry standards, and foster the development of the outsourcing contact centre industry.
Yako Yan, President of the Awards’ competition jury, said, “PCCW Teleservices’ operation and management level stays ahead in the industry. It possesses world-class management practice and operation process in customer contact management in modern service industry. Moreover, PCCW Teleservices goes to great lengths to operate as a customer-focused service provider, which ensures that customer experience, client satisfaction and end-user satisfaction all reach a high level. PCCW Teleservices has indeed made remarkable achievements in realising clients’ goal and value.”
Ansson Chan, Head of China, PCCW Teleservices, said, “These two 51CallCenter awards are the best recognition of the customer-centric service culture of the thousands of colleagues in our China operations. PCCW Teleservices has always upheld the highest standards of operation efficiency or service quality. We are determined to become the unparalleled benchmark for customer relationship management service providers, and will continue to improve customer satisfaction and customer loyalty for our clients.”
Since 1998, PCCW Teleservices has been formulating, implementing and managing customer relationship management programmes for clients in Greater China region, Asia Pacific region and also on a global level. To facilitate unified programme quality and management standard, programmes are operated in centralised mode with all sites connected by a telecom grade network. Multi-lingual and multi-channel capability offers customers the freedom to communicate via the channel in the language most preferred and most convenient to them.
Service and management quality is critical to the success of customer relationship management. PCCW Teleservices employs ISO quality management standard to ensure meticulous, thoughtful service and the customer-focused COPC management principles to ensure exceptional customer experience and customer satisfaction.
