PacificNet Inc., provider of CRM and telemarketing services, call center, ecommerce and Value-Added Services (VAS) in China, announced that its PacificNet Epro subsidiary has been selected by China Telecom's Hunan Branch to provide CRM consulting and call center training services.

Under the project service agreement, PacificNet Epro is engaged to enhance the CRM service level and telemarketing management capability of Hunan Telecom's customer service center called the "10000 Information Hotline."

This comprehensive consulting project consists of the following deliverables: 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.

Lin He, Channel Manager of the Marketing Department of China Telecom Hunan was quite satisfied with PacificNet Epro's consultants and stated, "We would like to thank 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 Hunan 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 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."

Tony Tong, Chairman and CEO of PacificNet, stated, "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 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."