HKJC's 'magical' training programme receives top international recognition

24 February 2009

The Club's contribution to investing in people development received new recognition in mid-February when its Telebet training programme "The Magic of We - Going Beyond the "Call" of Duty for Part-time Supervisors" was awarded an Excellence in Practice Citation from the prestigious American Society for Training & Development (ASTD).

ASTD is one of the largest international associations dedicated to workplace learning and performance professionals with members coming from more than 100 countries.  Its awards programme recognises exemplary practices in workplace learning and performance and shares the learning of the winners worldwide.  The Excellence in Practice Citations are presented to practices that have strong evaluation plans, meet a demonstrated need, and have appropriate design values.

In 2008, there were 132 entries worldwide.  To ensure impartiality, the submissions were reviewed by panels of experts and professionals who were given no details of the organisations, products or individuals concerned. 

The Club's winning programme - The Magic of We, was launched in 2007 to elevate the call centre management capabilities of 320 part-time Telebet supervisors of different profiles and background, in preparation for them to take up management roles.

The training courses helped the supervisors familiarise themselves with changing call centre practices and telephone account services through job attachment and "mystery shopping" tests.  Tailor-made workshops and on-the-job coaching also equipped them with enhanced skills in service management, leadership and counselling.

The Club's programme has received accreditation from the Hong Kong Management Association and already won the Bronze Award for Excellence in Training organised by the Association in June 2008.