China Unicom’s Shanghai Branch has selected PacificNet Inc.’s PacificNet Epro subsidiary to provide CRM consulting and call center training services.
Hong Kong-based China Unicom provides a wide range of services including a CDMA mobile network, long-distance, local calling, data communication, Internet services and IP telephony.
PacificNet Inc. is a provider of CRM and telemarketing services, e-commerce, gaming and mobile Internet services in China. It is based in Minneapolis, MN and Hong Kong. PacificNet Epro is based in Hong Kong and provides outsourced call center, telemarketing, CRM, value-added service and interactive voice response services.
Under the agreement, PacificNet Epro will enhance the CRM service level and telemarketing management capability of China Unicom’s customer service center, called the “10010 Information Hotline.”
This consulting project’s scope covers a number of key areas including customer service and telemarketing management, development of outsourcing telemarketing programs, call center workflow design, business management, project return on investment, customer affinity, designing effective telemarketing scripts and improving customer service agent capabilities.
According to the latest report by China’s Ministry of Information Industry, China Unicom recorded 1.3 million new users in November 2006, including 373,000 CDMA users. China Unicom now has 105 million GSM users and 36.13 million CDMA users.
Meanwhile, China Telecom added 690,000 new fixed-line users in November 2006, and China Mobile signed up 4.67 million new users in November, bringing its total users to 296 million.
