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China Telecom Picks Call Center Training Firm

China Telecom, China's largest fixed telecommunications provider, retained PacificNet Inc., Hong Kong, as its call center training and consulting provider after a successful training project, PacificNet said yesterday. The value of the deal was not disclosed.

PacificNet said it began work with China Telecom early this year as part of a drive by China Telecom to improve competitiveness. In the first stage of the project, PacificNet, through its PacificNet Epro subsidiary, worked with China Telecom customer service centers in Jiangsu, Hubei and Guangdong, PacificNet said.

After the first stage, China Telecom invited PacificNet to begin a second phase of training for managers, PacificNet said.

The initiative aims to improve CRM service as well as telemarketing and outbound sales. PacificNet said it will focus on increasing customer retention, acquisition and cross-selling opportunities.

Scott Hovanyetz covers telemarketing, production and printing and direct response TV marketing for DM News and DMNews.com. To keep up with the latest developments in these areas, subscribe to our daily and weekly e-mail newsletters by visiting www.dmnews.com/newsletters

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