It is now time to hold on to your customers and show them how superior you are.  In the aftermath of the financial tsunami most companies pulled back to shrink costs, however a paying customer cannot see why there should be any difference in service level especially when they are staying loyal to the brand.  Customer service has to be the key agenda of any customer service providing organisation.


As we have all cut back, the level of service has been the only driver that has differentiated the service to the competition.  It has been proven that it is equally important to  look after customers in the tough times as  in the good times.


The 3 main reasons to invest in customer service are:


  1. to improve customer retention
  2. improve customer satisfaction and
  3. increase the opportunity to cross-sell and up-sell.


To this end, we also see further growth in the HKCCA awards, companies who value the  importance of service delivery are reviewed and assessed against both competition and industry peers.  This process allows an organisation to look at their service provision and see how to enhance it further for the future to help stay ahead of the game.


This year, we, the HKCCA have also added additional categories to highlight the additional areas that we see will be important to service delivery.


As with other years, we too have enhanced our process and the job gets tougher for all the judges as  the standards of the submissions become more superior; It certainly makes the HKCCA executive committee’s role more challenging to  stay ahead and think forward to continue to support the needs of our members.


It  has been extraordinary to see a record number of applicants. All of you are winners since you have taken the step towards leadership in the industry, by agreeing to be reviewed within our process and benchmarked yourself within the industry as a whole in Hong Kong and I salute you all!  For those  successful in attaining the awards, my heartiest congratulations go to you and your teams.


To stay competitive, we all have to drive the industry to be the best of the best and work to provide superior service to all our customers.


Thank you for joining us tonight to join in the celebrations. Everyone of you is a winner.


Claudia Schlesinger
Hong Kong Call Centre Association