Today we are talking to Tim Phan, Sales & Recruitment Manager for Vietnam at ILAC.
What were some of the unique challenges faced by you and your team over the past two years?
With COVID-19, everybody was concerned about the future. At the beginning of the pandemic, we needed to temporarily switch students to online classes. One Friday evening, it was decided we would be going online on Monday. So we only had three days to switch everyone. We moved over 4000 students from in-person classes to online. And ILAC did it. We had to do the registration process, the scheduling, the payment and invoices, and of course help get the students into their online classes.
The sales team needed to talk to the agents, we had to deal with complaints and handle feedback, and answer everyone's questions, including converting currencies and tuition fees.
In the end, ILAC KISS was a big success.
What do you credit this unique success to?
I don't want to over-generalize, but human resources are the most valuable resources of a company, and ILAC and specifically Jon [Kolber] are very lucky to have excellent staff. ILAC staff knew what to do. Jon gave the reason and the vision, and everybody put everything all together to make the big picture. One thing I always emphasize is ILAC's excellent service. We have been maintaining it for 25 years!
What is unique to Vietnam, you, and your team? ILAC is very popular in Vietnam. For the Vietnamese people, we always want to invest a lot into our kids' future. And education is our top priority. For a Vietnamese student, they're always eager to learn. As a people, we care about contributing to anywhere we live. It makes the Vietnamese students a very valuable resource for Canadian education and the work labour in the future. It makes our market really unique. Not just Canada, but also Australia, UK, the US, and Japan, we always hear how students from Vietnam are important because we bring a lot of value to the world.
What would you want your agents to know about CPF Toronto this year?
First of all, it's going to be a very productive event for everyone. But on top of that, it's going to be a great occasion! After 2 years of COVID, it's not just a seminar but it's also a reunion. We can see each other face-to-face and together we're going to be able to develop the industry and be stronger than ever.