Encapsulating a night of achievement at the HKCCA Award Ceremonies, we walked away with a total of 14 impressive awards.
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Dear Friends of HKBN
Making the Right Call with Award Winning Customer Service
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When you’re in business to serve nearly one million subscribers – like we are – having exceptional service and support can go a long way to making customers feel happy and appreciated.
Staying true to our legacy, this year we swept up 14 awards from the Hong Kong Call Centre Association (HKCCA) Awards, comprising 6 Gold Awards and a Best-in-class Award. Being one of the top 3 scorers overall in the award competition, we were presented with an Asia Pacific Contact Centre Association Leaders Recognition Award.
So how do we maintain the quality of our call centre service? Rather than focus on just answering problems alone, our call centre Talents position themselves to see things through the eyes of customers. Our primary emphasis champions empathy with every customer.
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“Besides relying on a methodical approach to customer value management, our Talents play a big role in relationship building. To ensure quality is sustained, Talents undertake development from service leadership training to our professional-grade Elite Customer Service Certification programme and more.
“Because our ability to speak is essential, we’ve even embraced some unconventional measures that include hiring theatre actors, who teach us to become more expressive and personable, and singers, whose expertise in intonation and cadence enriches the sincerity of our conversations.”
Annie Chan
Associate Director - Customer Service and Co-Owner
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"Five years ago, I won an HKCCA Award based on my individual merit. It is especially encouraging for me to earn this award today as a team leader. Personally, I always try to elevate the overall quality of my teammates. Instead of telling everyone what to do, my focus is to work with them to explore the best ways we can all improve."
Pat Cheng
Customer Relations Supervisor
Inbound Contact Center Team Leader of the Year, Gold Award recipient
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"Every day, we ask our Talents to focus on understanding the needs of customers. Our job is not just to answer questions, but rather to understand the needs of each caller. It’s not by luck that we won; these awards affirm we are doing the right thing."
Kiki Yuen
Senior Unit Manager - Customer Service and Co-Owner
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Team HKBN celebrates another stunning haul of accolades at the HKCCA Awards held on 4 November 2016 at Hong Kong Disneyland Hotel. |
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HKCCA Corporate Awards
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Asia Pacific Contact Centre Association Leaders Recognition Award (Hong Kong) |
| Best Contact Center in Training and People Development | Gold Award |
| Mystery Caller Assessment Award (Residential Service Hotline) | Gold Award
(4 years in a row) |
Mystery Caller Assessment Award (Residential VIP Hotline) | Gold Award |
Mystery Caller Assessment Award (Residential VIP Hotline) | Best-in-Class (Telecommunications) |
Off-shore Contact Center of the Year | Silver Award |
Inbound Contact Center of the Year (Over 50 Seats) | Silver Award |
Outbound Contact Center of the Year (20-50 Seats) | Silver Award |
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HKCCA Individual Awards
| Inbound Contact Center Team Leader of the Year | Gold Award | Pat Cheng, Customer Relations Supervisor |
| Outbound Contact Center Manager of the Year | Gold Award | Helen Siu, Assistant Unit Manager - Enterprise Solutions |
| Contact Center Recruitment Professional of the Year | Gold Award | Wymen Wong, Assistant Officer - Talent Acquisition |
| Inbound Contact Center Team leader of the Year | Silver Award | Sue So, Senior Customer Value Management Supervisor |
| Contact Center Quality Assurance Professional of the Year | Silver Award | Gelly Luk, Assistant Officer - Quality Management |
| Inbound Contact Center Representative of the Year | Bronze Award | Susana Wong, Customer Relations Executive |
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