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China Telecom Selects PacificNet Epro for CRM Telemarketing Services
Friday December 29, 1:32 pm ET
* PacificNet Epro Selected by China Telecom Xinjiang to Provide Operation Management, Customer Service and Telemarketing Training
BEIJING, Dec. 29 /Xinhua-PRNewswire/ -- PacificNet, Inc. (Nasdaq: PACT - News), a leading provider of CRM and telemarketing services, ecommerce, gaming and mobile internet services in China, announced today that its PacificNet Epro subsidiary has been selected by China Telecom's (NYSE: CHA - News) Xinjiang Branch to provide CRM consulting and call center training services. Under the project service agreement, PacificNet Epro will enhance the CRM service level and telemarketing management capability of China Telecom's customer service center called the "10000 Information Hotline."
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This comprehensive consulting project's focus covers a number of key areas including customer service and telemarketing management, development of outsourcing telemarketing programs, call center workflow design, business management, project Return on Investment (ROI), customer affinity, designing effective telemarketing scripts, and improving customer service agent capabilities.
Mr. Liu Yong, Head of Service Quality Management at China Telecom Xinjiang, said, "We are happy to partner with PacificNet Epro's CRM consulting team for their expertise and assistance in increasing the overall performance of our contact center management workflow, telemarketing effectiveness, as well as our CRM service quality. We hope to work with PacificNet Epro as our long-term CRM partner on future call center projects."
"We are proud to be retained by China Telecom 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 their overall level of customer satisfaction. At the same time, we are looking to increase the overall effectiveness of their telemarketing efforts in order to help them capture more cross-selling opportunities."
Tony Tong, Chairman of PacificNet, stated, "We are proud to be awarded another CRM services contract from China Telecom. We believe that the CRM contact center has emerged as the new competitive advantage for the market leaders in China. Whether a company is a product or service provider, in order to become a market leader in China, a company needs to devote resources to CRM and customer service. With over 15 years as a leading provider of telemarketing, CRM services 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. The growing number of leading service providers selecting us to enhance their 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. This trend is visible in Macau, China, as the competition heats up in the hotel-casino and gaming industry. In addition to our gaming presence in Macau, we are also seeing a strong demand for our CRM services, as well as the need for customer acquisition, retention, and loyalty programs. As such, we see both our telecom and gaming sectors benefiting from the booming growth in Macau."
Mr. Victor Tong, President of PacificNet, stated, "We expect that the Chinese government will officially grant the 3G licenses within a few months and we are sure that there will be 3G networks operational in the main cities before the Olympics in 2008, or even earlier. We welcome the imminent arrival of 3G services in China. No matter who gets the 3G licenses, PacificNet will benefit because we have good working relationships with all four of the major telecom operators in China: China Mobile, China Unicom, China Telecom and China Netcom."
According to the latest report by China's Ministry of Information Industry (MII), China Telecom (NYSE: CHA - News) added 690,000 new fixed-line users in November 2006, and China Mobile signed up 4.67 million new users in November, bringing its total users to 296 million. According to telecom analysts, China Telecom is expected to receive a 3G license for providing 3G mobile services in China during 2007. During the recent ITU World 2006 Telecom Conference, Mr. Wang Xudong, China's minister of the information industry, announced that China will issue 3G licenses "very soon", and reiterated a commitment to enable operators to offer 3G services during the 2008 Olympic Games in Beijing. Mr. Zuo Xunsheng, CEO of China Netcom (CN) also declared at the ITU that China Netcom and China Telecom (CHA) could receive the 3G licenses as early as February 2007.
3G (or 3-G) is short for third-generation technology. The services associated with 3G provide the ability to transfer both voice data (a telephone call) and non-voice data (such as downloading information, exchanging email, and instant messaging) simultaneously. According to industry reports, there are currently 151 3G license holders operating in 56 countries and 207 3G-networks globally, serving a total of 200 million 3G users worldwide. In Asia, 3G subscribers have reached a market share of 38% while 62% of the total mobile subscribers are 3G enabled in Japan and Korea, respectively. According to estimates, the total anticipated 3G market size in China will reach RMB 285 billion (US$35.6 billion) within 5 years after the launch of 3G in China, creating about 30 million new jobs annually in China's 3G services market. According to recent industry reports by CCID and DoNews, 3G Killer Apps will concentrate on the 3Gs: Games, Gambling and Girls, as mobile online games will become vastly more popular with the launch of 3G networks in China. Forecasts frequently note that online and offline mobile gaming differs greatly in terms of their service models. Online gaming uses a telecom service model earning revenues from traffic fees during play, while offline mobile gaming is simply a game application downloaded onto a handset for a small fee. The forecasts predict strong growth for WAP, JAVA and BREW, while the proportion of SMS-enabled games will drop. With over 400 million mobile phone users, China has already become the largest mobile population in the world. Moreover, the number of mobile users is still growing rapidly and has far exceeded the number of PC-based internet users, which is about 120 million, in China. |
