China Telecom Outsources CRM Telemarketing Services to PacificNet Epro

China Telecom, a China-based fixed-service telecommunications provider, has awarded an outsourcing deal to PacificNet Epro, a China-based outsourced call center, Customer Relationship Management (CRM) and telemarketing services, e-commerce, VAS and IVR, gaming and mobile internet services provider. The duration and financial terms of the deal were not disclosed.

Under the terms of the agreement, PacificNet Epro will enhance the CRM service-level and telemarketing-management capability of China Telecom’s customer-services center. PacificNet Epro will also be responsible for various services, including 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.