"The People Site Certification
is a tremendous recognition of our customer service excellence
and success through continuous improvement."
Hong Kong, China, 29 July 2005 - Octopus Cards Limited
has been awarded the People Site Certification from APCSC
(Asia Pacific's Customer Service Consortium), in recognition
of Octopus' ongoing commitment in providing innovative and
world-class service and elevating customer service quality
in Hong Kong.
Octopus' Call Centre received the People Site Certification,
which is presented to organizations that have over ninety
percent of their Customer Service and Call Centre staff
certified under APCSC's Global Certification programme.
This includes 'Certified Call Centre Manager' (CCCM), 'Certified
Call Centre Professional' (CCCP), 'Certified Call Centre
Supervisor' (CCCS), and 'Certified Customer Service Analyst
and Auditor' (CCSA).
Mr Jason Chu, Chairman of APCSC commented, "Octopus
has made great contribution to making life easier and simpler
for customers. Today, the People Site Certification testifies
yet another commitment of Octopus in providing customer
services excellence with call center best practices. Their
relentless pursuit of service excellence is admirable. APCSC
is very pleased to present the People Site Certification
to Octopus Cards Limited and proud to have Octopus as our
corporate member."
Mr Eric Tai, Chief Executive Officer, Octopus commented,
"The People Site Certification is a tremendous recognition
of our customer service excellence and success through continuous
improvement, and also all the hard work of our dedicated
team. We will ensure that this award continues to represent
the highest levels of customer services for all the cardholders,
with our utmost professionalism, responsiveness and etiquette."
The People Site Certification is offered free of charge
and is renewed on an annual basis provided that ninety percent
or more of the staff remain certified under APCSC's Global
Certification programme.
In addition to the People Site Certification, APCSC has
also introduced the CSQS - a 360 degree Customer Service
Quality Standard that enhances the knowledge management,
organization learning and customer relationship excellence.
APCSC is inviting leading organizations to participate as
a committee member and to contribute to the development
of the standard.
The CSQS has been developed in conjunction with the Asia
Pacific Customer Service Consortium (APCSC) and in collaboration
with researchers at the University of Hong Kong (HKU) to
assess the overall service quality, best practice compliance
and performance of the customer service operation. It is
the highest certification that is awarded to call centres
and customer service organizations that excel in people
excellence in customer relationship.
For Global Certification Program, People Site Certification,
CSQS or press enquiries/interviews, please contact Ms. Stella
Lau at +852 2174 1428. Press releases are also available
by email, kindly send requests to: stella.lau@apcsc.com
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