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PacificNet Epro Selected by Bank of China to Provide CRM Consulting and Call Center Training Services -- Largest Bank in China Expands Relationship with CompanyHONG KONG --(Business Wire)-- Sept. 30, 2005 -- PacificNet Inc. (Nasdaq:PACT), a leading provider of customer relationship management (CRM), call center, interactive voice response (IVR) services, and value-added services (VAS) in China, announced today that its PacificNet Epro subsidiary has been selected by Bank of China's Shanghai Branch to provide CRM consulting and call center training services. PacificNet Epro had previously served Bank of China's customer service centers in Shanghai and Hong Kong. Bank of China, the leading bank in China, has been experiencing significant growth in recent years. In order to sustain and improve customer services for existing and new clients, the Bank of China Shanghai selected PacificNet Epro to provide CRM and call center management training, to enhance agent productivity, to improve call center service quality, and to revise the strategic market positioning for the bank. Ms Zhou Ling Ling, General Manager of Call Center, Bank of China-Shanghai Branch, said, "The response of participants has been positive as there is a high level of satisfaction with Epro's customer service expertise. We are thankful to Epro's CRM training team for their help in increasing our customer affinity and the overall performance of our contact center. We'd love to work with PacificNet Epro again in future CRM projects." "We are proud to be retained by Bank of China - Shanghai - as its CRM contact center consulting and training provider for the second consecutive year," said Joyce Poon, General Manager of PacificNet Epro's China Operation. "We value the renewed opportunity to work with the leading bank in China on this important project. We are confident that our telemarketing knowledge in China will help the bank improve the effectiveness of its telemarketing efforts in capturing more cross-selling opportunities and improve its overall customer satisfaction." Tony Tong, Chairman and CEO of PacificNet, stated, "The growing number of banking and financial services companies selecting us to enhance customer service operations reflects the evolving and increasingly competitive nature of the financial services industry in China. Today, consumers choose a provider in China not solely based upon price, but upon a number of factors including CRM service, loyalty and retention programs. This trend has created the demand for and deployment of large scale customer contact centers. We believe that the CRM contact center has emerged as the new competitive advantage for the market leaders in China. To become a market leader in China, whether as a product or service provider, a company needs to devote resources to CRM and customer service. With over 15 years as a leading provider and the experience in CRM and contact center management in Hong Kong and China, we believe PacificNet is well positioned to capture a significant share of this rapidly growing market." About Bank of China Established in 1912, Bank of China (www.bank-of-china.com) is the oldest bank in China. Traditional commercial banking constitutes the majority of Bank of China's business, which is composed of corporate banking, retail banking and banking with financial institutions. Retail banking serves the financial needs of the bank's individual customers, focusing on providing them with integrated products based around the bank's Great Wall Card. For 90 years, Bank of China has played an important role in promoting China's economic and social progress through its active involvement in China's international trade and financial activities. Since 1992 the bank has been awarded "The Best Bank in China" for nine times by Euromoney magazine. Bank of China has been included in the Fortune Global 500 for 13 consecutive years. About PacificNet PacificNet Inc. (www.PacificNet.com), through its subsidiaries, invests in and operates companies that provide Outsourcing and Value-Added Services (VAS) in China, such as call centers, telemarketing, CRM, business process outsourcing (BPO), interactive voice response (IVR), mobile applications, and communications product distribution services. PacificNet's clients include the leading telecos, banks, insurance, travel, marketing, and business services companies, and telecom consumers, in Greater China. PacificNet's corporate clients include China Telecom, China Mobile, Unicom, PCCW, Hutchison Telecom, Bell24, SONY, TCL, Huawei, American Express, Citibank, Bank of China, and Hong Kong Government. PacificNet employs over 1,500 staff in its various subsidiaries throughout China with offices in Hong Kong, Beijing, Shenzhen, Guangzhou, and branch offices in 26 provinces in China, and is headquartered in Minneapolis USA and Hong Kong. PacificNet Epro (www.EproTel.com.hk) is the industry leader and leading provider of outsourced call center, telemarketing, CRM, VAS and IVR services with over 15 years of field experience in greater China in the areas of outsourced call center services, training and consulting services, and call center management systems. |
