[August 30, 2004] Hong Kong Call Centre Association Standardizes On CIAC Certification FOR IMMEDIATE RELEASE Call Centre Organizations and Professionals Throughout Asia Seek CIAC Certification Hong Kong, August 16, 2004: The Call Centre Association of Hong Kong, whose mission is to help call centres improve their customer service by deploying the best management practices and latest technologies, has partnered with OmniTouch Pte Ltd, a CIAC Training Partner, to provide CIAC Certification training and testing to call centre organizations and professionals in Hong Kong. This will be the first availability of CIAC Certification in Hong Kong. CIAC Certification is the recognized industry-standard credential for call centre professionals in North America and is rapidly gaining acceptance in Asia and other parts of the world. CIAC Certification involves a multi-step assessment process that is based on industry-established performance standards that are specific to the call centre job role. Through the CIAC Certification process, a professional’s mastery of required knowledge, skills, and abilities is assessed and formally validated. In addition to Hong Kong, CIAC Certification is presently being implemented in India, Malaysia and Singapore and will launch in the Philippines in late 2004. Announcing the tie-up, Sidney Yuen, Chairman of the Call Centre Association said, “CIAC Certification lends greater authority to the call centre profession by establishing standards that define the knowledge, skills, and behaviors essential for superior job performance and testing that verifies demonstrated expertise.” Mr. Yuen added, “Hong Kong has the necessary ingredients to establish itself as a regional centre of excellence in the delivery of call centre solutions and CIAC Certification will ensure our industry professionals can support this.” OmniTouch will conduct training seminars for CIAC Certification with the first training program in Hong Kong planned for October 2004. CIAC Certification testing will be conducted at established testing centres and as necessary, onsite at company locations. Fredia Barry, CIAC President said, “We are pleased to launch CIAC Certification in the Hong Kong marketplace and are honored to have the endorsement of the Hong Kong Call Center Association. CIAC Certification is an extremely valuable tool for both internal and third party call centres. Organizations with a CIAC-Certified management team can assure their senior management team as well as existing and potential clients that their call centre business is being managed in accordance with industry-recognized best practices. Hong Kong will now become another key area where CIAC Certification is cultivating highly capable call center management professionals. Speaking about the tie up with the HKCCA and launch of training for CIAC Certification, Managing Director of OmniTouch Pte Ltd, Mr. Daniel Ord says, “OmniTouch is pleased to be working with Hong Kong’s leading industry council to bring the CIAC Certification standard to the Hong Kong call centre industry. With the increasing competitiveness of the global call centre market, CIAC Certification is an important differentiating factor for both call centre organizations and professionals. ABOUT CIAC The Call Center Industry Advisory Council (CIAC) is the industry-sanctioned standards and certifying body for customer care and support center professionals worldwide. The non-profit CIAC is dedicated to advancing the business of customer care and support centers through industry standards and professional certification that establishes a class of managers and executives with specialized expertise and visionary leadership to create top performing centers. For more information visit www.ciac-cert.org or email [email protected]. ABOUT THE HONG KONG CALL CENTRE ASSOCIATION The Hong Kong Call Centre Association (CCA) is a non-profit organization formed by a group of call centre users in September 1999 to represent the entire on-line customer service and interaction industry in Hong Kong. The association has a mission to help local organizations in improving their customer service by deploying the best management practices and latest technologies. It aims to promote excellence in three main areas: Process Improvement, People Management, and Technology. The Association is taking a leading role in developing closer ties with call centres operating in Southern China and has established a Shenzhen based chapter to develop closer communications and encourage the sharing of knowledge and best practices. For more information about the Hong Kong Call Centre Association visit www.hkcca.com or email [email protected]. ABOUT OMNITOUCH OmniTouch has rapidly become Asia’s leading training and human capital consultancy for the Call Centre industry combining international caliber and standards with local presence and expertise. OmniTouch’s organizational credentials include our membership in the CIAC Certification Training Consortium for delivery of the globally recognized Call Centre Industry Advisory Council (CIAC) Certification and our exclusive status as the Asia Global Partner of the U.S. based Incoming Calls Management Institute (ICMI). Headquartered in Singapore, the company has offices throughout Asia Pacific. For more information visit www.omnitouch.biz or email [email protected]. ### [ Back To TMCnet.com's Homepage ]