“Thanks to Cinch Contact Center, we were able to reach out to our premier customers in an effective and efficient manner, which resulted in improved customer relations and year-on-year revenue growth by 13%.”
Fiona Tang, Vice President of Relationship Account Management – HKT
HKT is the largest mobile operator in Hong Kong and launched its commercial LTE service in 2012, wanted to provide prestige service to their HKT Premier customers and drive opportunities. However, moving their plans into action presented numerous challenges:
- There was a dependency on Excel worksheets which created room for errors and data inconsistencies.
- Agents manually keyed in customers’ phone numbers on their phone keypad, which was a time consuming process.
- No centralized scripting information for agents existed
- There was a lack of tools and capabilities available to track success in real-time and insufficient historical reports to measure sales success and agent performance.
By utilizing Proactive Engagement through Deltapath Cinch Contact Center, PCCW HKT’s Relationship Account Managers were able to make proactive contact with HKT Premier customers with one click calling. Furthermore, all the information required by the Relationship Account Managers including who to call, when to call, what information to deliver, and what questions to ask their customers were delivered right to their computer screen so they could focus on their business goals.
“Thanks to Cinch Contact Center, we were able to reach out to our premier customers in an effective and efficient manner, which resulted in improved customer relations and year-on-year revenue growth by 13%.” Fiona Tang, Vice President of Relationship Account Management – HKT
HKT (SEHK: 6823) is Hong Kong’s premier telecommunications service provider. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sale, outsourcing, consulting, and contact centers.
Together with the highly successful media business of its parent company, PCCW Limited, HKT offers innovative media content and services across the PCCW Group’s unique quadruple-play platforms – fixed-line, broadband Internet access, TV and mobile.