China Telecom's Telemarketing Services Receive Boost from PacificNet

PacificNet, a provider of CRM and telemarketing services, eCommerce, gaming and Value-Added Services (VAS) in China, has announced today that its PacificNet Epro subsidiary has been chosen by China Telecom’s Ningbo Branch to supply CRM consulting and call center training services.

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The agreement provides that PacificNet Epro will enhance the CRM service level and telemarketing management capability of China Telecom’s (News - Alert) customer service center called the “10000 Information Hotline.”

 

The agreement serves as creating a comprehensive consulting project that consists of Development of Outsourcing Telemarketing Program, Call Center Workflow Design, Business Management, Project Return on Investment (ROI), Critical Success Factors on Customer Affinity, Five Steps of Customer Service and Telemarketing, How to Design Effective Telemarketing Script and Customer Service Agent Role Playing Sessions.

Ms. Ren Xiu Li, Head of China Telecom Ningbo Call Center “10000 Information Hotline,” made note of the increase in the overall performance of the contact center management workflow, telemarketing effectiveness and its CRM service quality. The Telecom hopes to work with PacificNet Epro as a long-term CRM partner on future call center projects.

Joyce Poon, general manager of PacificNet Epro’s CRM Consulting and Training Services Division, contributed that her company is proud to be retained by China Telecom as its CRM contact center consulting and training provider. PacificNet Epro values the opportunity to work with China Telecom on this important project and is confident that its telemarketing knowledge in China will help the Telecom improve their overall customer satisfaction. Additionally, PacificNet Epro is looking to increase the overall effectiveness of their telemarketing efforts to help China Telecom capture more cross-selling opportunities.

PacificNet CFO, Joseph Levinson, added that with the 2008 Beijing Olympic Games drawing near, there will be tremendous changes taking place in the city and throughout China. The company will make the most of available resources to realize necessary business expansion and future development in China.

 

Levinson went on to add that PacificNet has grown the company into a 2,300 employee organization with a presence in Hong Kong, Macau, 26 provinces in mainland China and in the US. The company will continue to execute on its strategy of capturing market share and revenue growth through organic growth, accretive acquisitions and synergistic value creation.

 

According to Victor Tong, president of PacificNet, the belief is that the CRM contact center has emerged as the new competitive advantage for the market leaders in China. With over 15 years as a telemarketing, CRM services and contact center management provider in Hong Kong and China, PacificNet is well positioned to capture a significant share of this rapidly growing market.

China has been identified as a prime growth area for the contact center industry and as such, PacificNet has positioned itself well to benefit from the anticipated growth. Selection by China Telecom will greatly impact PacificNet Epro’s ability to capture future wins and expand its share in the market. As dynamic as the contact center industry is, the opportunities are likely to continue to be strong for some time to come. As long as PacificNet Epro continues to be innovative in their strategy, they should be able to maintain a strong momentum in the China market.

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Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.