Epro Telecom announced gratefully that the contact centre operation has been further expanded to cope with rapidly growing business of the company. After the expansion of its Kwun Tong operation site by the end of May, 2005, the total capacity of Epro Telecom  will climb up to 400 working positions with around 650 call centre agents, keeping it as the second largest outsourcing call centre operator in Hong Kong. With the rapid pick up of local economy, this immediate expansion allowed Epro Telecom  to further capture the market share and at the same time fully reflect the positive prospect of the business in the coming future. We forecast that our contact centre expansion will lead to more than 10% revenue growth in 2005.
 
With a relatively diversified clientele in different industries (e.g. banking, mobile telecom, fixed network, ISP, government, utilities, insurance, etc.) for both outsourcing and insourcing support, Epro Telecom  has a well balanced and healthy growth in various types of services. Significant increase has been particularly recorded in outbound telemarketing sector for activities including customer acquisition, retention, market survey, win-back programs, etc. And in parallel to a number of all-out marketing campaigns of the clients, inbound support for sales/promotion hotline as well as customer service has also shown impressive growth in the past few months and is expected to last at least throughout the summer.
 
In addition, our contact centre is built on the self-developed multi-media contact centre system, WISE-xb Contact Centre System. With all advanced Computer Telephony Integration (CTI) functions, it is a robust infrastructure to support our large scale contact centre operation. For our outbound services, Predictive Dialer enables calls dialing out automatically and agents' availability can be fully utilized. Outbound IVR provides a "low cost/high touch" sales channel which helps to streamline the dialing process and raises agents' performance. The system also supports interactive information distribution of voice and data by Fax On Demand (FOD) and Voice Mail for upgrading the overall service level. WISE-xb advanced voice-logging system provides complete recording function for all conversations that can easily be retrieved for investigation and monitoring purpose. With real-time Call File Management, information on all list files, call results and product reports can be instantly viewed. Moreover, outbound services are added with Automated Call Distribution (ACD) for supporting multi-media routing provided in our contact centre. Our on-site 24x7 system operation team fully supports the contact centre operation and customizes our solutions to fit each individual client's service needs with the shortest lead time. Therefore, WISE-xb system benefits our clients of increasing the throughput rate for outbound and inbound calls, the agent productivity and our contact centre service quality.
 
Carol Chang, COO of Contact Centre Business, Epro Telecom stated, "As a professional outsourcing contact centre service provider for over 15 years, Epro Telecom has a solid foundation and reputation in providing different service support to our clients. The expansion of our operation this time does not only represent the growth in our business, but also the trust we gained as well as our confidence in being a long-term working partners to each of our clients."