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 Business
We are principally engaged in providing comprehensive multi-media contact
services and contact centre system. Our current clientele are corporations in
diverse sectors in Hong Kong, which are mainly
telecommunications, banking and financial services, and insurance. We also
serve clients in the public sector. We commenced our business in 1990,
initially offering paging related services and from 1995 onwards, we have
expanded our business operation by way of providing a range of outsourcing
telephone answering services, contact services, information services as well as
system development support services.
We operate service centres and provide multi-media contact services and
system across different media, such as telephone call, fax, email and short
message, with telephone call being the principal service offering. We employed
over 1,000 contact service staff and operated a total of over 850 workstations
in three contact service centres in Hong Kong.
We provide a comprehensive range of contact services and system, which include
inbound contact service and outbound contact service that are outsourced to us
by our clients, staff insourcing service (or secondment service), contact
service centre facilities management service, and contact centre system
solution including software and system research and development and support. In
providing the aforesaid services to our clients, we use the WISE-xb System,
which is our proprietary product developed and enhanced by us since 2000.
The WISE-xb System is an all-in-one multi-media contact centre system
which comprises a suite of software programs built on a digital telephony
platform. It combines CTI, ACD, IVR, VoIP, voice logging, voice monitoring,
preview and predictive dialling and skill-based call routing functions all on
the same system.
The principle services of
the Group include:
Outsourcing Inbound Contact Service
The Group provides multi-media inbound contact service which our clients
outsource to us. The outsourcing inbound contact services we provide include
general enquiry hotlines, promotion hotlines, customer service hotlines, order
hotlines, registration hotlines, emergency hotlines and helpdesk hotlines. Our
inbound operation covers 24 hours a day and 7 days a week.
Outsourcing
Outbound Contact Service
The
Group based on the call lists provided by our clients to perform outsourcing
outbound contact services including telemarketing services, customer retention
services, cross-selling and customer satisfaction surveys. These services are
carried out at calling hours specified by our clients.
Staff
Insourcing Service
We
provide our clients with contact service staff for customer service,
telemarketing, data entry and other backend support. Contact service staff that
meets the required qualification and requirements is assigned to work at our
clients’ contact service centres or other designated premises to help our
clients in the operation of their contact services or business.
Contact
Service Centre Facilities Management Service
The
contact service centre facilities management service is comprised of three
types of service including (a) leasing of our contact centre facilities in form
of workstation, (b) IVRS hosting service and (c) contact centre system hosting
solution. The workstation leasing service comes in two models namely, “shared”
or “fully dedicated” in terms of physical and system set up. The IVRS hosting
service is a total outsourcing solution that covers all aspects of providing an
IVR service including call flow design, system setup, telecommunication
facilities, recording and system monitoring support. The contact centre system
hosting solution is provided by means of the WISE-xb Contact Centre System.
For
more information, please visit www.eprotel.com.hk
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