China Mobile is focusing on better customer support as it integrates its disparate services into an online platform at two provincial call centers.

A representative from China Mobile confirmed that the company will establish a business support organization targeting customer services. The online service company will integrate China Mobile's 10086 and 12580 hotline businesses, and it is expected to become the carrier's national customer service call center.

This online service company will first include two call centers: one in Luoyang, Henan province, and the other in Huaian, Jiangsu province. China Mobile's Luoyang call center is a main battlefield for fighting "bad information" across the country. This center has powerful technical means to handle pornographic information, spam messages, harassing phone calls, and malicious mobile software. China Mobile's Huaian call center has a total construction area of about 430,000 square meters. Upon the completion of the first-phase project, it will have 20,000 seats, serving 380 million China Mobile users in East China. On the completion of the second-phase project, it will have 30,000 seats, serving the entire country. It will have an annual output of over CNY5 billion and it is expected to become one of the most important call centers in China and Asia Pacific.

China Mobile said that the online service company is not China Mobile's customer service unit; however, it will be the carrier's future customer service supporting center and will be able to provide call center services to other enterprises.

At present, China Mobile has customer service centers in various provinces and it is yet to be decided if those provincial branches will be integrated into the online service company. Financial details of the size of the total investment were not released by the company.