China Telecom (CHA) is boosting its customer service operations with new call center operations throughout China.
PacificNet (PACT.PK) has been selected by China Telecom 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's 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 in 2005, 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.
The project is intended to help China Telecom achieve higher customer retention and new customer acquisition, integration of telemarketing service and cross selling opportunities to create more sales opportunities for China Telecom telemarketing services.