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Member Profile

Richard Pan (7 Yrs in the industry)
Deputy Secretary-General

CNCBA 4PS
(Verified Admin.)18 Connections

NEW!

About Me, My Hobbies & Interests!

More than 25 years experience in solution sales, business consultancy in several vertical sectors (like hospitality, IT etc.). As the 1st generation in China outsourcing service industry (Yr.1999), growing and experiencing with the customer and industry together. Worked as sales leader in SYKES, Microsoft, SAS, Compaq etc. IT and BPO companies focus on professional service and solutions selling, also worked as Business Development and Operation leader in Hilton, IHG, ThomasCook China etc. hospitality companies to lead the team deliver the best customer care for our guests.

Company Details

CNCBA 4PS

"4PS Contact Center International Standard Committee was established in 2010. It jointly established by experienced managers from nearly 20 enterprises.
4PS Contact Center International Standard includes a complete set of “customer-oriented” system for management and performance improvement.
It conducts 360-degree evaluation on a contact center through 180 assessment points and 5 dimensions, including Strategic planning, Personnel management, Process management, Platform(technology & environment) and performance& data, 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."

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Editorial Contributions

How To Optimize Front Line Staff Attrition Rate in China Outsourced Contact Center

New staff attrtion during new hire training period is so high (more than 50%) is one of the top challenge in China Contact Center, especially in outsourced center. The authors who come from China Unionpay customer service division have shared their practice on how to optimize the new hire attrition ...
October 14, 2022