Project Highlights
Chinasoft International Ltd. provides full Customer Interaction Service to Panasonic Corporation of China, which includes customer service via voice, SMS, and Email, Telesales, Technical support, Marketing activities, and Help Desks. Chinasoft International provided a of total 90 seats, 7×12 service level, and Chinese & Cantonese language capabilities located in Beijing and Guangzhou.
Challenges
Panasonic Corporation originally setup the Call Center to support China's consumer. In the beginning, there were many problems, such as lack of service level from the service provider, unstable agents, delayed response time, and communication difficulties with customers. On Panasonic's side, they were looking for an experienced local partner who could provide total Customer Interaction Service.
Solutions
Solution |
Benefits |
Chinasoft International Ltd. offering BPO solutions to Panasonic by leveraging process, domain and people management expertise. |
- Customer service cost reduction.
- Improve customer service satisfaction.
- Improve customer service response time.
- Easily obtain the operation status report.
|
Technologies
- Avaya Call Center Solution
- Siebel CRM
- VoIP
- Microsoft SharePoint Server
- Microsoft SQL Server 2000
Customer Interaction Service
Methodology: |
Case Information:
Project Name:
Panasonic Call Center Operation Outsourcing
Duration: Three years contract from 2004
Efforts:
Function: |
Tools: |
Customer Feedback:
Chinasoft International service helped immensely Panasonic China to be able move fast in customer service!
- Panasonic China CRM Director
|
Team:
1 Project Manager
4 Team Leads
150 Call Agents |
|
