*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: $600 (inclusive of workshop materials)
Introduction to the HK Call Centre Awards and its framework, approach, methodologies and
timing for the 2006 Award
Preparing for a call centre health check, questionnaire and process questions
Revamping and identifying key performance indicators that drive operational excellence
What can you do to fast track performance improvement?
Some best practices and pitfalls to avoid
Who should attend: Senior executives and key managers who are involved in submitting call
centre awards and those who are involved in customer service performance improvement.
YOUR CO FACILITATORS
Chapman Lam is regional contact centre director of CIGNA International Corporation for Asia
Pacific. He works closely with in-country organizations to design, develop, implement and maintain
best practices to support 3000+ contact centre staff in the region. Prior to joining CIGNA, Chapman
worked with Citibank, Standard Chartered Bank, Next Media, TVB and Card Protection Plan.
Sidney Yuen has worked, consulted and spoken on the topics of Quality, Call Centre, Customer
Relationship Management, Leadership and Change Management for many years. Prior to his
current position, Sidney was Director of Customer Service at American Express and Head of the
Change Management Practice at Andersen Business Consulting, Greater China. He has trained
over 2,000 executives in Hong Kong and Asia.
To register, please fax this form to HKCCA on 28386482 For further enquiries, please call Peggy
Tong on 25772289.
Name_____________________________Title/ Dept ____________________________________
Cheque Payment of HK$______________ 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: firstname.lastname@example.org
Should you not wish to receive faxes from us, please fax back on 28386482