PacificNet announced that its PacificNet Epro subsidiary has been selected by China Telecom, a telecom carrier in China, to provide CRM consulting and call center training services.

The first phase of the project covers China Telecom's main customer service centers located in Jiangsu, Hubei, and Guangdong, with a potential to expand to other provinces in China.

China Telecom noted that its 10000 information hotline was the first customer service center in China's telecom industry. The initial functions of the 10000 hotline were to provide basic customer service such as customer inquiry, order processing, and complaint hotline.

Beginning this year, China Telecom initiated a new corporate drive to improve its competitiveness by enhancing the functions and quality of its 10000 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 China Telecom improve its CRM services scope and quality with a goal to generate profit through CRM services, telemarketing and outbound telesales. Wen Wen, Planning Manager of Commercial Customers Department of China Telecom in Dongguan, said, "The response of participants to the first phase of training has been positive as there is a high level of satisfaction with PacificNet's Epro. As a result, we will invite Epro to commence the second phase of training for our managers."

"We are proud to be retained by China Telecom, a China's ltelecom carrier, 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 this opportunity to be of service to China Telecom for this important project on enhancing customer services quality. 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. We plan to continue our efforts in building PacificNet as one of the leading brands and a leading CRM service provider in China."

Tony Tong, Chairman and CEO of PacificNet, noted that, "During the last three years, Chinese companies have come to the realization that customers are making purchasing decisions not just solely on pricing but more on service quality, and that low-cost pricing cannot be the sole competitive advantage. The emergence of competition based on customer service quality, customer loyalty and retention, CRM, and pre-sale / post-sale services have prompted the rapid demand and deployment of large scale customer contact centers. We believe that the CRM contact center has emerged as the new core competence for the market leaders in China. To become a market leader in China, whether as a product or service provider, you need to devote resources to CRM and customer service. With over 10 years as a provider and the experience in CRM and contact center management in Hong Kong and China, we believe PacificNet is well positioned to capture this rapidly growing demand for the CRM contact center services and call center management systems such as IVR systems."