• E-mail
• Print
• Comment
• Font Size
• Digg
• del.icio.us
• Discuss article

PacificNet Epro Selected By China Telecom Hainan to Provide CRM Consulting and Call Center Training Services to Hainan Telecom's 10,000 Customer Hotline

Posted on: Wednesday, 7 September 2005, 09:00 CDT

PacificNet Inc. (Nasdaq:PACT), a leading provider of customer relationship management (CRM), call center, interactive voice response (IVR) services, and value-added services (VAS) in China, announced today that its PacificNet Epro subsidiary has been selected by China Telecom's (NYSE:CHA) Hainan Branch to provide CRM consulting and call center training services. PacificNet Epro had previously served China Telecom's main customer service centers located in Jiangsu, Hubei, and Guangdong.

China Telecom's 10,000 information hotline was the first customer service center in China's telecom industry. The initial functions of the 10,000 hotline were to provide basic customer service such as answering customer questions, processing orders, and handling complaints. Beginning in 2005, China Telecom initiated a new corporate drive to improve its competitiveness by enhancing the function and quality of its 10,000 customer service center with a mission to enhance its overall customer service quality and user satisfaction.

PacificNet Epro was selected as China Telecom's CRM consulting and training partner, to help Hainan Telecom improve its CRM services with a goal to generate profit through CRM services, telemarketing and outbound telesales.

Wang Xiaobing, Manager of China Telecom in Hainan, stated, "The response of participants has been positive as there is a high level of satisfaction with Epro's customer service expertise. We are thankful to Epro's CRM training team for their help in increasing China Telecom's customer affinity."

"We are proud to be retained by China Telecom Hainan as its CRM contact center consulting and training provider," said Joyce Poon, General Manager of PacificNet Epro's CRM Consulting and Training Services Division. "We value the opportunity to work with China Telecom on this important project. We are confident that our telemarketing knowledge in China will help China Telecom improve the effectiveness of its telemarketing efforts in capturing more cross-selling opportunities and improve its overall customer satisfaction."

Tony Tong, Chairman and CEO of PacificNet, stated, "The growing number of leading telecom companies selecting us to enhance customer service operations reflects the evolving and highly competitive nature of the telecom industry. Today, customers choose a provider in China not solely based upon price, but upon a number of factors including CRM service, loyalty and retention programs. This trend has created the demand for and deployment of large scale customer contact centers. We believe that the CRM contact center has emerged as the new competitive advantage for the market leaders in China. To become a market leader in China, whether as a product or service provider, a company needs to devote resources to CRM and customer service. With over 15 years as a leading provider and the experience in CRM and contact center management in Hong Kong and China, we believe PacificNet is well positioned to capture a significant share of this rapidly growing market."

About China Telecom

China Telecom is the largest fixed service telecommunications provider in China, which includes data, Internet, and the XiaoLingTong PAS wireless system.

About PacificNet

PacificNet Inc. (www.PacificNet.com), through its subsidiaries, invests in and operates companies that provide Outsourcing and Value-Added Services (VAS) in China, such as call centers, telemarketing, CRM, business process outsourcing (BPO), interactive voice response (IVR), mobile applications, and communications product distribution services. PacificNet's clients include the leading telecos, banks, insurance, travel, marketing, and business services companies, and telecom consumers, in Greater China. PacificNet's corporate clients include China Telecom, China Mobile, Unicom, PCCW, Hutchison Telecom, Bell24, SONY, TCL, Huawei, American Express, Citibank, Bank of China, and Hong Kong Government. PacificNet employs over 1,400 staff in its various subsidiaries throughout China with offices in Hong Kong, Beijing, Shenzhen, Guangzhou, and branch offices in 26 provinces in China, and is headquartered in Minneapolis USA and Hong Kong.

PacificNet Epro (www.EproTel.com.hk) is the industry leader and leading provider of outsourced call center, telemarketing, CRM, VAS and IVR services with over 15 years of field experience in greater China in the areas of outsourced call center services, training and consulting services, and call center management systems.

Source: Business Wire

More News in this Category