"Citibank and Standard Chartered Bank - DOC"
*Note: Resend due to clarification on time: 6.00pm to 9.00pm The Call Centre Health Check – using the HKCCA Award Criteria **************************************************************************** Call centres have emerged as an integral component for achieving customer satisfaction. How is your call centre performing? Do you have a set of key performance indicators for senior management to use for understanding what is really going on regarding customer experience and loyalty? This intensive 3 hour seminar will give you practical insights on how to spot potential warning signals and to take timely action to improve customer retention. We will also announce details of the 2006 Call centre awards program. Date : June 29, 2006 Time : 6.00pm – 9.00pm Venue : 14/F PCCW Tower, Taikoo Place, Quarry Bay, HK (MTR Exit A) Fee : Member: $200; non member: $600 (inclusive of workshop materials) AGENDA Introduction to the HK Call Centre Awards and its framework, approach, methodologies and timing for the 2006 Award Preparing for a call centre health check, questionnaire and process questions Revamping and identifying key performance indicators that drive operational excellence What can you do to fast track performance improvement? Some best practices and pitfalls to avoid Who should attend: Senior executives and key managers who are involved in submitting call centre awards and those who are involved in customer service performance improvement. YOUR CO FACILITATORS Chapman Lam is regional contact centre director of CIGNA International Corporation for Asia Pacific. He works closely with in-country organizations to design, develop, implement and maintain best practices to support 3000+ contact centre staff in the region. Prior to joining CIGNA, Chapman worked with Citibank, Standard Chartered Bank, Next Media, TVB and Card Protection Plan. Sidney Yuen has worked, consulted and spoken on the topics of Quality, Call Centre, Customer Relationship Management, Leadership and Change Management for many years. Prior to his current position, Sidney was Director of Customer Service at American Express and Head of the Change Management Practice at Andersen Business Consulting, Greater China. He has trained over 2,000 executives in Hong Kong and Asia. ----------------------------------------------------------------------------------------------------------------------------- ------- To register, please fax this form to HKCCA on 28386482 For further enquiries, please call Peggy Tong on 25772289. Name_____________________________Title/ Dept ____________________________________ Company _______________________________________________________________________________ Tel_______________________Email___________________Fax __________________________ Address ______________________________________________________________________________ Payment Method Cheque Payment of HK$______________ enclosed (payable to Call Centre Association Limited.) / to follow by post to the address below: 12/F, Cameron Commercial Centre, 458-468, Hennessy Road, Causeway Bay, Hong Kong Email: email@example.com Should you not wish to receive faxes from us, please fax back on 28386482 on 28386482