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The State of Service & Support in China Presented by Dr. Baumin Lee President, The State of Service & Support in China Presented by Dr. Baumin Lee President, Teleweb Inc. April 27, 2005

Bio – Dr. Baumin Lee o o o o China MII CRM Committee Deputy Bio – Dr. Baumin Lee o o o o China MII CRM Committee Deputy Director MII Federation of Informationization Promotion Expert Consultant China Academy of Labor and Social Security Chief Auditor MII Call Center Professional Jon Standard Commi Expert Taiwan Call Center Development Association Director 1998 -present Teleweb Inc. CIO 2002 -present Shanghai Teleweb Technology President 1998 -2005 05 Info Inc. CTO 1996, i. Planet Inc. Technical Director 1997 -1998,Tandem Corp. Technical Manager 1988 -1995 Bell Labs MTS 1983 -1987, National Regulatory Research Institute Research Associate The Ohio State University, ISE Department P. HD. The Ohio State University Adjunct Professor

OUTLINE n o o o o Technical Support and Help Desk Outsourcing Market The OUTLINE n o o o o Technical Support and Help Desk Outsourcing Market The People’s Republic of China Call Center Market Status China Call Center/Technical Support Challenges Trend in Call Center Technology China SCP Experience Characteristics of China Support Centers China support Centers SWOT Analysis Leading China Outsourcing Call Center – 95 Teleweb Inc. Introduction

Dollars in Billion Technical Support and Help Desk Outsourcing Market 2002 2007 International Data Dollars in Billion Technical Support and Help Desk Outsourcing Market 2002 2007 International Data Corporation (IDC) predicts that the compounded annual growth rate (CAGR) for help desk outsourcing over the next five years will be 11. 2%. According to IDC, the market for technical support and help desk business process outsourcing is expected to grow from $14. 0 billion in 2002 to $21. 5 billion in 2007. Source: Gartner Dataquest

Technical Support and Help Desk Outsourcing Market 2002 2003 2004 2005 2006 2007 Source: Technical Support and Help Desk Outsourcing Market 2002 2003 2004 2005 2006 2007 Source: IDC 12/2002

Business Process Outsourcing Market 2000 2005 Gartner’s most recent projection for the worldwide BPO Business Process Outsourcing Market 2000 2005 Gartner’s most recent projection for the worldwide BPO market predicted a $234 billion opportunity by 2005, with the market growing at a compound annual growth rate of 14% between 2000 and 2005. Source: Gartner Dataquest

Market for Offshore Outsourcing 3. 3 million jobs to go offshore Over the next Market for Offshore Outsourcing 3. 3 million jobs to go offshore Over the next 13 years, 3. 3 million U. S. service industry jobs and $136 billion in wages will move offshore to countries like India, Russia, China, and the Philippines. The IT industry will lead the initial overseas exodus. Source: 2002 Forrester Research, Inc.

OUTLINE p n o o o o Technical Support and Help Desk Outsourcing Market OUTLINE p n o o o o Technical Support and Help Desk Outsourcing Market The People’s Republic of China Call Center Market Status China Call Center/Technical Support Challenges Trend in Call Center Technology China SCP Experience Characteristics of China Support Centers China support Centers SWOT Analysis Leading China Outsourcing Call Center – 95 Teleweb Inc. Introduction

THE PEOPLE’S REPUBLIC OF CHINA n n n n Population of 1. 3 billion THE PEOPLE’S REPUBLIC OF CHINA n n n n Population of 1. 3 billion people in 2004, expected to grow to 1. 5 billion in 2020 3. 7 million square miles: 22 provinces, 3 municipalities, and 5 autonomous regions Socialist Market Economy in 1976 Ø One Country, Two Systems Tiananmen Square in 1989 GDP grew 8% and export grew 12% annually in 1978 – 1992 WTO in 2002 and Olympics in 2008, World Trade Show 2010 Open door policy to keep economic development on track

China Political, Economic, and Social Environment Political Environment • economic system reform and establishment China Political, Economic, and Social Environment Political Environment • economic system reform and establishment of socialist market economic system • Government Service Department have all established service-type call center, • and this becomes a powerful growth field of China’s call center industry • the political environment of China has been gradually improved Economic Environment • China has maintained an annual increase rate of 9%, Estimated by experts, The contribution of China’s economic growth to the world GDP is 14%, only after U. S. (20. 7%) • The financial revenue of the whole country has reached 2. 17 trillion Yuan with an increase of 278. 7 billion Yuan that of last year • The 2008 Beijing Olympics and 2010 Shanghai World Fair will continuously promote the development of China’s economy Social Environment • China is a society that values human relations and face-to-face communication. The concept of conducting business activities by phone hasn’t been broadly accepted. • The service style of call center strengthens the customer relationship and is expanding its social foundation in China • The call center for tele-shopping and e-commerce still lacks support from direct users • The social and individual credit system of China hasn’t established at present. .

China IT & Software Industry n n n China’s mobile phone market has overtaken China IT & Software Industry n n n China’s mobile phone market has overtaken the US and is now the biggest in the world with more than 190 million subscribers at the end of 2003. China is planning to spend more than $120 billion over the next five years developing its telecom and IT industries. The number of Internet users in China at the end of 2003 has reached 85 million and will be 150 million by 2005. Now China is the world’s second-largest Internet user base. China software market is expected to achieve a compound growth rate (CAGR) of 36. 9%, reaching US$7. 7 billion in 2006. ERP applications will grow at a CAGR of 32% to reach US$3. 6 billion by 2005. The CRM market is expected to grow at a CAGR of 37%, to reach US$2. 7 billion by 2005.

OUTLINE p p n o o o Technical Support and Help Desk Outsourcing Market OUTLINE p p n o o o Technical Support and Help Desk Outsourcing Market The People’s Republic of China Call Center Market Status China Call Center/Technical Support Challenges Trend in Call Center Technology China SCP Experience Characteristics of China Support Centers China support Centers SWOT Analysis Leading China Outsourcing Call Center – 95 Teleweb Inc. Introduction

China Call Center Industry Snapshot n n n n n 125, 900+ call center China Call Center Industry Snapshot n n n n n 125, 900+ call center seats Compound annual growth rate >16% Industry value estimate US$2. 1 billion 60% have been operating for <4 years Non services call centers < 20% Outsourcing call centers < 16% Average CSR salary US$3500 Annual loaded salary less than US$4000 >88% Call Center consulting and training market >US$500 M

China Vs. Worldwide Call Center Industry Infrastructure 100% 80% 73% Outsourcing, Consulting & training China Vs. Worldwide Call Center Industry Infrastructure 100% 80% 73% Outsourcing, Consulting & training 14. 37% 60% 85. 63% 40% 27% System Integration 0% Global China Source:CTIForum

Market Engineering Seats Forecasts for the China Call Center Services Market Source: CTIForum 2004 Market Engineering Seats Forecasts for the China Call Center Services Market Source: CTIForum 2004

Market Drivers Rank Driver 1 Year 2 -3 Years 4 -5 Years 1 Reduction Market Drivers Rank Driver 1 Year 2 -3 Years 4 -5 Years 1 Reduction in telephone service tariff High Medium Low 2 Explosive growth in the telecom services market High Medium Low 3 Establishment of call centers by banking, and finance industries Medium Low 4 Increasing intensity of competition drives need to improve customer service Medium High 5 Reduction in call center equipment costs drive demand Medium Low Source: Frost & Sullivan

Market Restraints China Call Center Market: Market Restraints Ranked in Order of Impact, 2001 Market Restraints China Call Center Market: Market Restraints Ranked in Order of Impact, 2001 -2005 Rank Restraints 1 Year 2 -3 Years 4 -5 Years 1 Cost issues deter potential customers High Medium Low 2 Companies need to prepare their business for Call Center implementation Medium Low 3 Failure to show economic return Medium Low Source: Frost & Sullivan

OUTLINE p p o n o o o Technical Support and Help Desk Outsourcing OUTLINE p p o n o o o Technical Support and Help Desk Outsourcing Market The People’s Republic of China Call Center Market Status China Call Center/Technical Support Challenges Trend in Call Center Technology China SCP Experience Characteristics of China Support Centers China support Centers SWOT Analysis Leading China Outsourcing Call Center – 95 Teleweb Inc. Introduction

Trends in China Service Center n. Market is still relatively immature n. China Service Trends in China Service Center n. Market is still relatively immature n. China Service Centers tend to be small n. China Service Centers not always tightly managed n. Customer service most common business functions n. Major technology Gaps n. Majority are planning to upgrade their Technology n. Low uptake of external QA programs n. Outsourcing is fastest growing sector n. Major issues with accessibility of skilled HR resources

What Are the Challenges n Lack of resources/industry know-how on technology and people management What Are the Challenges n Lack of resources/industry know-how on technology and people management n Price competition on system integrators and outsourcing call centers n The doubtful effects for call center consulting n The traditional concepts from high level management. Call Center managers have difficulties on high quality people hiring, training, applying advanced technology, etc. n Internal Process is too long to kick off projects

OUTLINE p p o p n o o Technical Support and Help Desk Outsourcing OUTLINE p p o p n o o Technical Support and Help Desk Outsourcing Market The People’s Republic of China Call Center Market Status China Call Center/Technical Support Challenges Trend in Call Center Technology China SCP Experience Characteristics of China Support Centers China support Centers SWOT Analysis Leading China Outsourcing Call Center – 95 Teleweb Inc. Introduction

Trends in Call Center/Technical Support Technology n. Multi-Media Contact Center n. IP Call Center Trends in Call Center/Technical Support Technology n. Multi-Media Contact Center n. IP Call Center n. Voice Web Portal (Self-Services) n. Knowledge Workers n. Integrated Contact Centers Across Companies & Cross Border

Channels of Customer Contact are Expanding Channels of Customer Contact are Expanding

Malaysia Philippines Singapore Thailand All Asia Countries 67% 48% 78 % 81 % 68 Malaysia Philippines Singapore Thailand All Asia Countries 67% 48% 78 % 81 % 68 % 82 % 67 % 70 % IVR 28% 33 73 35 51 35 46 43 CTI 26% 28 49 18 28 22 26 28 Customer Contact/CRM Software 42% 33 68 43 45 43 47 46 Workforce Management 18% 10 26 17 19 18 18 18 Speech Recognition 1% 2 14 0 8 4 0 4 Call Recording 15% 30 50 35 49 37 28 35 Voice & Data Recording & Quality Monitoring 5% 0 51 4 7 7 4 11 IP Telephony 5% 2 24 1 16 1 1 7 Predictive Dialer 6% 7 29 2 21 6 6 11 E-learning system 6% 0 30 10 11 5 6 10 HK ACD China India Existing Technology Source: callcenters. net 2003

Equipment Enhancement Plan China HK India Malaysia Philippine s Singapor e Thailand All Asian Equipment Enhancement Plan China HK India Malaysia Philippine s Singapor e Thailand All Asian Countries Combined 6% 34% 11% 28% 18% 31% 21% IVR 16% 10% 42% 8% 35% 18% 25% 22% CTI 16% 8% 31% 9% 9% 8% 16% 14% ACD 21%

CRM, WFM, and PD Enhancement Plan China HK India Malaysia Philippin es Singapo re CRM, WFM, and PD Enhancement Plan China HK India Malaysia Philippin es Singapo re Thailand All Asian Countries Combined CRM 14% 12% 33% 8% 15% 26% 22% 18% WFM 6% 4% 22% 3% 18% 6% 12% 10% PD 7% 4% 22% 2% 4% 4% 6% 7%

Vo. IP and Speech Recognition Enhancement Plan China HK India Malaysia Philippines Singapore Thailand Vo. IP and Speech Recognition Enhancement Plan China HK India Malaysia Philippines Singapore Thailand All Asian Countries Combined Vo. IP 3% 2% 16% 2% 4% 6% 5% 5% SRS 3% 1% 19% 2% 4% 10% 5% 6%

Decision Making China HK India Malaysia Philippines Singapore Thailand All Asian Countries Combined 38% Decision Making China HK India Malaysia Philippines Singapore Thailand All Asian Countries Combined 38% 64% 18% 30% 53% 29% 28% 46% Finance manager/Director 7% 15% 9% 19% 6% 4% 6% 19% Marketing Manager 4% 7% 20% 14% 0% 8% 2% 11% IT Manager 7% 5% 20% 12% 13% 24% 5% 15% Special Project Team 1% 1% 9% 2% 6% 24% 2% 6% 31% 19% 18% 23% 14% 53% 25% Call Center Manager Senior Manager

Call Center Issues Faced in Next 12 Months China HK India Malaysia Philippines Singapore Call Center Issues Faced in Next 12 Months China HK India Malaysia Philippines Singapore Thailand All Asian Countries Combined Agent’s lack of skills 5% 0% 5% 1% 0% 8% 17% 5% Budget/high expenses 2% 4% 3% 15% 4% 18% 7% 7% Technology/System Issues 13% 7% 11% 12% 22% 12% Competition & client retention 5% 3% 11% 3% 4% 2% 6% 5% Customer Dissatisfaction 2% 1% 5% 12% 4% 10% 6% 5% Insufficient Employees 9% 11% 0% 3% 0% 5% 12% 7% Turnover Rate 1% 1% 11% 4% 6% 14% 2% 5%

Current China Service Center Operations Issues n n n n n Labour shortage Staff Current China Service Center Operations Issues n n n n n Labour shortage Staff Motivation and Training Managing Growth and System integration Need to demonstrate ROI Sunk Costs restraining purchases Lack of management skills/experiences Poor technology/system issues Standardized operation procedures CRM implementation Language Capabilities

OUTLINE p p o n o o o Technical Support and Help Desk Outsourcing OUTLINE p p o n o o o Technical Support and Help Desk Outsourcing Market The People’s Republic of China Call Center Market Status China Call Center/Technical Support Challenges Trend in Call Center Technology China SCP Experience Characteristics of China Support Centers China support Centers SWOT Analysis Leading China Outsourcing Call Center – 95 Teleweb Inc. Introduction

95 Teleweb SCP KPIs SCP Elem Name of Element SCP Metrics 95 Teleweb Metrics 95 Teleweb SCP KPIs SCP Elem Name of Element SCP Metrics 95 Teleweb Metrics 3. 02 Response Time 80% within 5 minutes 80%/20 seconds 3. 03 Initial Call Back Response Time 80% customers get callback within 2 hours 24 hours 3. 04 Resolution Time Company Specific 3 min 3. 06 First Contact Resolution Company specific >=97% 3. 07 Customer Abandon Rate <=8% <=4% 3. 08 Electronic Support Request Acknowledgment 80% within 1 hours NA 3. 09 Electronic Support Response Time 80% email get response along with potential resolution within 2 hours 24 hours

2004 Audit Results 2004 Audit Results

Benchmark Comparison Benchmark Comparison

OUTLINE p p o o n o o Technical Support and Help Desk Outsourcing OUTLINE p p o o n o o Technical Support and Help Desk Outsourcing Market The People’s Republic of China Call Center Market Status China Call Center/Technical Support Challenges Trend in Call Center Technology China SCP Experience Characteristics of China Support Centers China support Centers SWOT Analysis Leading China Outsourcing Call Center – 95 Teleweb Inc. Introduction

Characteristics of China Support Centers 1. 2. 3. 4. 5. 6. 7. Corporate Culture Characteristics of China Support Centers 1. 2. 3. 4. 5. 6. 7. Corporate Culture and Environment Employee Training, Staffing, and Incentives Levels of Customer Service Incorporating Customer Feedback Interdepartmental Relationship and Consistency Across Channels Measuring Customer Centricity and Links between Contact center Performance and the bottom line Tools and Technology

1. Corporate Culture and Environment n n n Motivation for the organization to become 1. Corporate Culture and Environment n n n Motivation for the organization to become customer centric, including barriers that the organization had to overcome Customer service philosophy How culture has aided or worked against the contact center’s focus on customers How company leaders internally demonstrate their commitment to customer centricity How companies ensure that each contact with the customer is made with warmth and appropriate intimacy Individual responsibility in the contact center for resolving customer complaints

2. Employee Training, Staffing and Incentives n n Developing necessary qualities in customer-centric technical 2. Employee Training, Staffing and Incentives n n Developing necessary qualities in customer-centric technical support agents Attracting, hiring, retaining, and motivating support talent that have both people skills and technical skills Optimizing staffing levels in the contact center to provide the level of customer service that customers desire, while balancing the company’s cost and resource requirements Ensuring the contact center performance management system supports the employee and management behavior necessary to deliver the optimal customer experience

3. Levels of Customer Services n n n Providing mass customization Segmenting customers and 3. Levels of Customer Services n n n Providing mass customization Segmenting customers and determining levels of service Managing growth in the customer base Exceeding the expectations of customers Explaining service commitments to customers

4. Incorporating Customer Feedback n n n Soliciting customer comments Soliciting perceptions of competitors’ 4. Incorporating Customer Feedback n n n Soliciting customer comments Soliciting perceptions of competitors’ performance as well as of company performance Determining the attributes that contribute to customer loyalty Demonstrating a link between a customer-centric approach and increased customer loyalty Sharing, posting, and updating contact center performance measures Having a future orientation toward customer needs

5. Interdepartmental Relationships and Consistency Across Contact Channels n n Contact center relationship with 5. Interdepartmental Relationships and Consistency Across Contact Channels n n Contact center relationship with other areas of the company Process for resolving conflict between departments Assurance that customer contacts and service delivery are consistent across all contact channels The process by which front-line service collaborates with back-office process

6. Measuring Customer Centricity and Links between Contact Center Performance and the Bottom Line 6. Measuring Customer Centricity and Links between Contact Center Performance and the Bottom Line n n n Measuring success in the contact center Ensuring customer contact representatives and center measures are balanced Balancing efficiency measures with softer measures of customer centricity Tracking internal metrics that are predictors of increases or decreases in overall company success or customer satisfaction Measuring ROI on customer-centric initiatives Constructing a business case to justify the strategic plan for customer centricity

7. Tools and Technology n n Existing technology in place Assurance that everyone in 7. Tools and Technology n n Existing technology in place Assurance that everyone in the organization has a complete picture of the customer at all times Role of knowledge management systems to enable customer centricity Self-service technology

Future Directions of China Call Centers n n n More centralization – to achieve Future Directions of China Call Centers n n n More centralization – to achieve cost savings and increase efficiencies From cost center to profit center – Inbound to outbound Incorporation of new technologies/applications Ø Ø Speech recognition and web collaboration: investigations now, implementation next 12 to 24 months CTI: often linked to longer term CRM implementations. CRM: some planning & implementation over next 12 to 24 months Vo. IP: limited planning at present, seen as longer term (2 -4 years) for implementation. Quality concerns delaying adoption

OUTLINE p p o o o n o Technical Support and Help Desk Outsourcing OUTLINE p p o o o n o Technical Support and Help Desk Outsourcing Market The People’s Republic of China Call Center Market Status China Call Center/Technical Support Challenges Trend in Call Center Technology China SCP Experience Characteristics of China Support Centers China support Centers SWOT Analysis Leading China Outsourcing Call Center 95 Info Inc. Introduction

China Now on The Radar Strengths • • • Political stability. Strong government support China Now on The Radar Strengths • • • Political stability. Strong government support Very large domestic market Economic environment Attractive after entry into WTO Non-Latin language skills Infrastructure – leapfrogs Hong Kong — gateway for the more timid Cost of human resources: 20 -40% cheaper than India Reverse brain drain Strong Linux skills Weakness (Challenges) • • • Opportunities • • WTO opening up markets Very large domestic market 2008 Olympics U. S. investment focus Cooperation with India / Accepting Indian providers Finding creative ways to take on large projects Mass producing skilled IT professionals Intellectual-property protection and piracy Education level Lack of process Poor levels of English Poor technical innovators IT companies small Weak marketers Weak R&D budgets and efforts Lack of international name brands Lack of innovative software products Threats/Risks • • Distrust of legal system U. S. ignorance/perception of China Weak English skills Slower development of business relationships Corruption/piracy /trust Critical shortage of skilled IT resources Management of internal opposition to WTO reforms

OUTLINE p p o o o n n Technical Support and Help Desk Outsourcing OUTLINE p p o o o n n Technical Support and Help Desk Outsourcing Market The People’s Republic of China Call Center Market Status China Call Center/Technical Support Challenges Trend in Call Center Technology China SCP Experience Characteristics of China Support Centers China support Centers SWOT Analysis Leading China Outsourcing Call Center 95 Info Inc. Introduction

Company Overview n Founded in 1998, joint venture between Teleweb Inc. and CPTT group. Company Overview n Founded in 1998, joint venture between Teleweb Inc. and CPTT group. n 700 staff (CSRs, Supervisors, managers, project management, account management, CRM developers, IT technician) and some offshore management n Regional sales (Beijing, Guangzhou, Shanghai, Xian) n High-profile and active board of directors n High-profile brand clients (~200) Client Lists:

Company Profile n. A global provider of IT and business process outsourcing solutions to Company Profile n. A global provider of IT and business process outsourcing solutions to Fortune 1000 corporations, Chinese enterprises, and service organizations. n. Ability to integrate customer services into a flexible, total singlepoint-of-contact solution is a key element of 95 Info’s success. n. Strong commitment to quality and has been delivering IT service solutions for over 6 years in China. n. Partnerships with some of the best-in-class corporations provide 95 Info with unparalleled experience in providing IT support solutions: ØHelp Desk/Call Center Services ØTechnical/Management Staffing ØProfessional Services/System Integration ØTraining Programs

Key Competitive Strengths n n n Internationally Recognized Client Base affording significant growth potential Key Competitive Strengths n n n Internationally Recognized Client Base affording significant growth potential and highly respected references Multiple Service Offerings that provide expanded business opportunities with existing clients for new services Technically Proficient Employee base that enables us to compete more effectively for sophisticated IT support services Recognition for Delivery of Quality services in the form of ISO 9001: 2000 and SCP certifications, the international standard for quality assurance and operating consistency Advanced Technology infrastructure featuring state-of-the-art call center enabling the company to maintain a leading provider of the IT support services Strong financial position and solid balance sheet

95 Teleweb is leading the Pack (source : Anderson Consulting) Competition Landscape in Beijing 95 Teleweb is leading the Pack (source : Anderson Consulting) Competition Landscape in Beijing & Shanghai High 95 Teleweb TCY Bell South 800 Teleservices ITS Competitors’ current market performance Sykes Shanghai Expertise Compaq. Start Company Resources Based on parent company size and resources and connection with industries in China Haier China Motion Bertelsmann @network Unicom Shanghai Post & Telecom Hong Fan CCID 269 Company Resources Call Center Expertise Based on call center operation experience , outsourcing experience, and breadth of services managed Operation in Beijing Operation in Shanghai Operation in both Not in operation yet Great Infotech Low Size of Circle High

Achievements To Date n n n n Call Center & CRM leading Service Provide– Achievements To Date n n n n Call Center & CRM leading Service Provide– Industry Scope: Telecom, Insurance, Securities, Banking, IT, Auto, Pharmaceutical, Durable Goods Client list: Microsoft, Nokia, Alcatel, Nortel, D&B, China Unicom, China Life Insurance, VW, Legend, Tai-Kang and Tai-Ping Insurance, Sony-Ericsson, China Railroad Telecom, China Telecom and China Netcom, etc. World-Class Service: 2004 & 2005 China Best Outsourcing Call Center Service Award. Continuous development and update of solution packages Proven management team to deliver satisfactory services Professional team to keep close ties with clients/prospect Comprehensive and sophisticated call center training curricula and certification programs

Market Positioning n n Multi-channel Customer Service solutions: Vertical Markets Ø High-tech Manufacturers Ø Market Positioning n n Multi-channel Customer Service solutions: Vertical Markets Ø High-tech Manufacturers Ø Automotive Manufacturers Ø Telecom/Financial Business Model Ø BPO Ø Consulting/Training/System Integration Ø Enterprise CRM Application implementations Solution Suite Ø Customer Relationship Management Ø Telemarketing with e-fulfillment

Quality Awards and Certifications n. ISO 9001: 2000 Certification Ø First outsourcing company in Quality Awards and Certifications n. ISO 9001: 2000 Certification Ø First outsourcing company in China to receive ISO certification n CFIP: 2004 Best China Outsourcing Call Center Award Ø The first outsourcing company to receive MII CFIP the Best large call center award, the best call center manager award, and the best call center service agent award n sina. com Survey 2004: Five star awards among 21 automobile care line centers n. Zol. com survey: 2004 Number 1 and 2 best mobile handset call centers among 20 mobile call centers n. Sony-Ericsson 2004 Number 1 best call center among global 35 call centers n “The number one call center outsourcing service provider in China based on market share, company resources and expertise. ” - Anderson consulting, 2001 n. SCP certification: 2004 ØFirst outsourcing call center in China to seek SCP certification n “One of the leading call center service providers in China” – IDC 2003

Our Impressive Customer List Our Impressive Customer List

Q & A Thank You! Q U E S T I O N S Q & A Thank You! Q U E S T I O N S A N S W E R S Baumin Lee (86) 13701215695 (86) 56801060 ext. 5308 Baumin. [email protected] teleweb. com