PCCW Teleservices honored of Customer Experience, Innovative Leadership and Growth Strategy Sophistication

PCCW Teleservices, a HKT subsidiary and premier provider of global outsourcing solutions, has recently been awarded at the China Best Customer Contact Center Awards 2014, the Best Practice Awards China 2014 and the 2014 Frost & Sullivan Asia Pacific Best Practices Awards.

Greater China Contact Center Outsourcing Customer Service Leadership Award - by Frost & Sullivan
- by Frost & Sullivan

The Frost & Sullivan Asia Pacific Best Practices Awards recognize companies across industries commending their diligence, commitment, and innovative business strategies required to advance in the global marketplace. The selection process and criteria follows a rigorous measurement based methodology to select the recipients in each category. The following measurement parameters has been used in conducting the detailed study of each nominated company based on actual market performance indicators on revenue growth, market share in specific category and growth in market share, demonstrated leadership in new product introduction and innovation, breadth of products and solutions, major customer acquisitions and business/market strategy.

Mr. Shuishan Lu, Industry Analyst, Asia Pacific, Frost & Sullivan, commented, “PCCW Teleservices is recognized as the Greater China customer service leader for the contact center outsourcing market in recognition of its comprehensive service portfolio, strong service delivery capability and excellent customer references. PCCW Teleservices offers inbound and outbound services to help organizations increase their sales revenue and enhance their customer care experience. Such offerings give organizations superior customer care services. Its well-established customer base in the retail, travel and hospitality sectors and continuous investments on agent recruitment, training and management bodes well for its growth strategy. This positions PCCW Teleservices well for further penetration in the region.”

Best Practice Award
- by Best Practice Management and Baronsmead Consulting

Co organized by Best Practice Management and Baronsmead Consulting, the Best Practice Awards Program raises awareness about the importance of customer feedback in enabling excellence; provides a simple framework; develops leaders in businesses about the practices of role models; and recognizes them with the Best Practice Awards. This year, 10 organizations have been assessed as Winner of the Best Practice Awards for performance excellence through innovation, improvement and visionary leadership. PCCW Teleservices is honored to be one of them.

Best Practice Management Director, Publisher and Editor-In-Chief, Mr. Sidney Yuen, commented, “We are pleased to honor PCCW Teleservices for their dedication and commitment to Best Practices. Our Awards showcase the depth and breadth of their practices that are imperative for sustainable growth in China.”

Best China Customer Experience Award
- by 51CallCenter

The China Best Customer Contact Center Awards, organized by 51CallCenter in Guiyang, is recognized as the Academy Awards of the contact center industry in mainland China. The Awards’ vision is to promote social awareness of excellent customer service, improve contact center operation management, establish service outsourcing industry standards, and foster the development of the outsourcing contact center industry.

Mr. Yako Yan, President of the Awards' competition jury, said, “PCCW Teleservices’ operation and management level stays ahead in the industry. PCCW Teleservices 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 made remarkable achievements in realizing Clients’ goal and value indeed.”

Objective Statement of PCCW Teleservices

Mr. Ansson Chan, Head of China, PCCW Teleservices, said, “We are delighted to have received these world class awards. I believe our care about clients' business and the passion to perform exceeding clients' expectation has been the drive all along. We are determined to become the unparalleled benchmark for customer relationship management service providers. Our objective is simple and clear: 'Increase sales, reduce cost, improve customer satisfaction and improve customer loyalty for our clients.' We will continue to generate innovative, proactive measures to face every challenge and capture every business opportunity together with our clients in the future.”


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