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China Telecom Improves CRM Telemarketing Services with PacificNet Epro

October 08, 2007

In a bid to improve service levels and customer relationships for China (Jiangsu_ Telecom's Information Directory Service, "114 Information Directory Hotline," PacificNet Epro has been selected to provide Customer Relationship Management (CRM) Consulting, Telemarketing Management and Call Center Training Services.

As per the agreement, PacificNet Epro will help to transform the center from a 'cost-center' to a 'profit center' by enhancing management, outsourcing and other advanced projects including: Development of Outsourcing Telemarketing Program, Call Center Workflow Design, Unified Workflow Management, Human Resources Management, Return on Investment (ROI), Critical Success Factors on Customer Affinity, Cross-Selling Development, Telemarketing Script Design, Customer Service Agent Role Playing Sessions and Voice-Log Case Studies.
Tony Tong, Chairman and CEO of PacificNet commented, "The growing number of leading service providers selecting us to enhance customer service operations reflects the evolving and highly competitive nature of the Chinese consumer market. This trend has contributed to the demand for CRM services 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."

China Mobile in particular, added 5.526 million new subscribers in June 2007 and 31.15 million new subscribers in the first half of 2007.  A news release also noted that China Telecom added 210,000 new fixed-line subscribers and 570,000 million new broadband subscribers in June for a total of 224.5 million fixed line subscribers and 32.19 million broadband subscribers.

Joyce Poon, General Manager of PacificNet Epro's CRM Consulting and Training Services Division commented on the partnership, "We are proud to be retained by China Telecom as its CRM contact center consulting and training provider. 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 their overall customer satisfaction. At the same time we are looking to increase the overall effectiveness of their telemarketing efforts to help them capture more cross-selling opportunities."

Most recently, the company made headlines for selecting China-based wireless value-added services company Hurray! to design, develop, sell and support application software for that company’s planned, nationwide 3G portal.

Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.