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Asiamiles is the frequent flyer program of Cathay Pacific Airways (namely Cathay in thereafter); at the year of 1999 Cathay outsourced its customer hotline for enquiries to PCCW. The call centre operates 24/7 (24 hours a day, 7 days a week), all staff are assigned to work on shift duties, and currently it has around 300 staff. The main duty of staff is to answer customer enquiries, handle members' administration matters such as mileage point accrual or redemption. In daily operation and interaction with customers, all staff are required to present themselves as the staff of Cathay. In such circumstance, staff always confuse their identity for which company they are belonging to, in other word, most of the staff are lacking sense of belongingness. Everyday, large volumes of phone calls are to be answered in the same time by a large pool of staff and a phone call is not dividable and must be handled by a single person. Although each phone call is a personal interaction between the agent and customer, Cathay requires the quality of each call answered by different agents should be aligned to the standard which set up by Cathay in terms of tone of voice, attitude, answers to inquires and workflow are required to conform in a same or similar approach. Furthermore, the average call handling time (ACHT) is another key performance index for staff, since shorter ACHT means staff can answer more calls and less headcounts are needed. In order to minimize the ACHT, all staff are required to required to maintain its ACHT within 400-450 second. Staff who can align to the standard for a whole month in both quality and the ACHT will be awarded with an incentive bonus for around 20% of the monthly salary, Although fail to comply the standard will not leaded to punishment, the management very emphasis the importance of those standards through pushing staff hardly, that creates an invisible pressure and atmosphere for all staff, in other word it is a other form of punishment. Since it is an outsourced call centre, although staff are selected and recruited by PCCW HR, the criteria for selecting staff is formulated by Cathay. PCCW HR is in the role of implementing those policies and practices on behalf of Cathay only. One of the reasons of outsourcing the call centre to PCCW from Cathay is to reduce cost by cutting employees benefits such as free/reduced fare air tickets, as mentioned, all staff basically are belonged to PCCW, but PCCW HR is just shadowing the policies of Cathay, therefore, both of the companies have no commitment to staff, as mentioned that staff are lacking of sense of belongingness

In terms of languages of the all of the calls or the members' base of Asiamiles/Marco Polo club, around 80% of the calls are Cantonese and Putonghua speaking, therefore, in terms of dealing or serving customers, fluent native Cantonese and Putonghua are one of the major competences in selecting staff, this criteria forms the basic pool of the call centre's staff are over 95% are local Hong Kong Chinese ethnics peoples, and others staff are from India, Philippines, Japan and Korea本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。