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Successful Cases |
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IT Industry —
The contact center of an international software corporation
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Category：Inbound
The contact center was established in Nov., 1999. As one of its customer service platforms in China, the contact center provides free hotline for all the customers, including individuals and companies, who are interested in its products and related market information. Both end users and channel partners can put forward suggestions and acquire information.
Since Feb., 2006, the cooperation entered a deeper level. 95teleweb began to deliver nationwide telesales and telemarketing services based on the contact center.
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Content: |
·Product information and solution cons
ultancy |
| ·Sales and dealers consultancy |
·Channel support and sales leads expl
oration |
| ·Product registration and inquiry |
| ·Database updating |
·Customer complaints and suggestions
handling |
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| Our customer said： |
The contact center is an important way to provide all-round service to our customers in China. It is a channel through which customers can better understand our business.
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Telecom Industry —
Consultancy service for a telecom corporation
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Category：Consultancy
In 2003, 95teleweb provided consultancy service for the corporation. Through the cooperation, the company aimed to fulfill the transformation from a cost center to a profit center.
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Content: |
| ·Outbound business consultancy |
·Customer satisfaction survey consult-
ancy |
| ·Customer maintenance consultancy |
| ·Business promotion consultancy |
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| Our customer said: |
The service delivered by 95teleweb greatly helped us. It not only made our CSRs gain more skills, but also positively improved our efficiency. We feel satisfied about that.
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Cell phone Industry —
The contact center for a world-class corporation
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Category：Inbound
The corporation has always been providing high-quality service for its customers and at present has quite a few contact centers in China. Its customer hotline was outsourced by 95teleweb. 95teleweb offered an integrated solution including the site, facilities and operation management. Since 1999, both sides have been maintaining a good cooperation relationship.
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Content: |
| ·Complaint handling |
| ·Suggestions |
| ·Customer care |
| ·Service support |
| ·Professional technical guidance |
| ·Dealers consultancy handling |
| ·Technical problems handling |
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| Our customer said： |
Thank you very much for your diligent work and excellent service. Hope that you can keep the great performance
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Automobile Industry —
The contact center of an automobile company
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Category：Inbound
In 2002, the automobile company reformed its sales and customer service network. In order to provide better service, it established a contact center in Beijing. 95teleweb operated its 7x24 hotline and took charge of the overall management. Both sides have been cooperating for nearly 5 years.
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Content: |
| ·Consultancy |
| ·Complaint handling |
| ·Suggestions |
| ·Maintenance |
| ·Emergency handling |
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| Our customer said： |
The contact center opened a new channel for us to better communicate with our customers. The hotline not only enhanced our service, but also positively boosted our corporate image and brand. We are satisfied with the service 95teleweb delivered.
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Banking Industry —
The telesales service for the credit card of a bank
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Category：Inbound
In March, 2003, 95teleweb began to provide telesales service for the bank in order to increase its market share. The bank was satisfied with the results and added two more seats. With that, the cooperation went into a deeper level.
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Effects: |
·Winning the customer’s compliments
for standardizing the operation pr-
ocess,
data requirements and
train-
ing system |
| ·Reaching the goal |
·The success rate far exceeded the
customer’s expectation
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Insurance Industry —
The contact center outsourcing service for a domestic insurance corporation
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Category：Outbound
The corporation covers a wide range of insurance business, including life insurance, accident insurance, medical insurance and pension handling. It planed to promote its all-round customer service first in a few important provinces, and then spread it nationwide. 95teleweb offered inbound, outbound and operation management in the project.
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Content: |
| ·Insurance consultancy |
| ·Insurance telesales |
| ·Associated sale and promotion sale |
| ·Customer complaints handling |
| ·Operation supervision |
| ·Insurance protective services |
| ·Notices information |
| ·Consultancy and training for CSRs |
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| Our customer said： |
Through the superior and professional service provided by 95teleweb, we have much higher productivity and fewer complaints. By this cooperation, we develop another new channel to provide insurance services and at the same time establish a solid database for telesales in the future. It is a great example for our other projects. We are satisfied with 95teleweb’s service.
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Fast moving consuming goods Industry —
A distinguished international food corporation
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Category: Inbound/Outbound
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Content: |
| ·Activities consultancy |
| ·Activities invitation |
| ·Information checking for club members |
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| Our customer said： |
| The excellent and professional service delivered by 95teleweb greatly improved our customer satisfaction and work efficiency. The cooperation developed a new service and offered a solid database for the telesales in the future. It also set a good example for other projects. We feel satisfied with the service. |
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