4PS Contact Center International Standard Committee consists of experienced experts from eight countries and regions, including the United States、France、Australia、China、Taiwan、Hong Kong and etc. 4PS Contact Center International Standard includes traditional call center; moreover, it is the standard for contact center with multi-channel customer interaction. As a global industry standard rooted in China for contact center, it will better promote the development of service outsourcing and contact center industries in China.

PCCW Teleservices President, Mr. Tony Bruno
L’Oreal VP/Strategy Development and Consumer Insights Center GM, Ripoll Jean Michel
China Call Center& BPO Association (CNCBA)President, Yako Yan
Accenture Asia Pacific chief operating officer Robert A. Hohnen
Andersen Consulting Founding partner Gary Fitzgerald
ENHANCE International Chairman Mr.Sam Radwan.
Cisco Great China Collaboration and Unified Communications President, Alex Lee
DELL Asia/Pacific P&SB Sales Support Director/CNCBAStandard Research Team Leader, Peter
HP‘s GlobalCustomer Service Center (Dalian) General Manager, QuanZhang
Microsoft Global Outsourcing Senior Manager (APAC & Japanese, Charlie Cai
Motorola Global Customer Contact Center North Asia GM, York Zhang
IBM.com Great China President, Windy Chan
Sykes Great China President ,Jessica Zhang
Yum(China)Customer Center GM, Baumin Lee
TCCDA President honorary president/Chunghwa Telecom customer service Director , Alex Chien
VXI President, Charlie Liu
EBay Eachnet Customer service and credit security Director , Coty Wang
51Callcenter President, Grace Tang
Compilers of 4PS Contact Center International Standard -4PS Contact Center International Standard is compiled by 4PS Contact Center International Standard Committee consisting of excellent users and operators of global and world-class contact center. -Most members of the Committee serve as the manager in Top 500 enterprises or large-scale global contact centers. They have deep insights and rich experience in promoting and managing performance of contact center, and have rich experience in operation improvement and performance management. -The members are designed to help customer service and contact center of an enterprise to improve customer satisfaction and customer experience, optimize process and promote operational performance. It will conduct 360-degree evaluation on a contact center through 210 assessment points and 5 dimensions, including strategic planning, personnel management, process management, technology & environment platform and data & performance, in order to find out the deficiency in the operation of the contact center, and take measures to help the contact center continuously improve the ability of operation management. The contents of 4PS Contact Center International Standard cover all aspects of contact center management, including financial cost, customer satisfaction, customer complaints, service and quality, organizational structure, use of human resources, staff appraisal, morale and etc., in order to help the enterprises improve customer satisfaction, service quality, professional management and working efficiency, reduce cost, increase customer competence and popularize brand reputation. Work pattern of 4PS Contact Center International Standard Committee -4PS Contact Center International Standard Committee is responsible for revising and updating 4PS Contact Center International Standard. -4PS Contact Center International Standard Committee holds 1-2 meetings each year to explain and improve these standards, in order to reflect the development of the industry, and keep it the practice and performance of “highest standard”. -4PS Contact Center International Standard Committee renews or adds international members each year according to the demand; -The members of 4PS Contact Center International Standard continuously provide information for 4PS Contact Center International Standard Committee.
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