Epro Telecom is one of the largest multi-media outsourcing contact centers in Hong Kong with over 800 working positions and 1000 agents. Our operation has obtained the ISO 9001 call center management certificate since 1997. We provide 24x7 inbound and outbound services in different languages such as Cantonese, English, Mandarin and others, to both local companies as well as multi-national corporations in diversified industries. Riding on the long success of total contact center solutions experience in Hong Kong, Epro is well positioned to develop into the China market. We locate our office in Shenzhen furnishing a condition to explore further business in PRC. In Guangzhou, China, we also self-own a contact center operation to host 500 working positions. The combined Hong Kong-China operation occupies a total of 68,000 sq.ft, and expands Epro 's total contact center capacity to 1300 working positions. Our diversified business platforms with high quality of service are leading us to best meet clients' needs from different clientele in both Hong Kong and PRC.

We understand every single contact is a chance for more business and an opportunity to deepen the customer relationship for you. Throughout our decade-old history, we have solid reference in helping our clients drive sales, reduce cost and raise customer service performance through our contact center support. We offer flexible options, advanced technology and customized solutions that fit each client's unique goals, business and budget. And with an economy of scale in operation, sizable pool of seasoned agents and management team as well as solid technology backup, we deliver smooth running programs that increase your customer satisfaction, sales volume with reduced operating cost.

Epro Telecom possesses a wide array of industry knowledge and expertise. Our experienced agents and management team together with our technology capabilities enable us to fulfill any service requirements and goals across any market or industry. The caliber and variety of clientele that we service is a testament to the level of quality and flexibility we are accustomed to providing. From business-to-business, business-to-customer sales to customer service, order taking, helpdesk support and market survey, Epro Telecom has the experience and skills needed to make your outsourcing project a success.

Working under the ISO9001 standards, we provide not only 24x7 service operation but also 24x7 continual proactive monitoring for all critical system equipment and network devices to safeguard the integrity of your service and business.

Our contact center technology platform supports full range of system functions for all inbound and outbound programs which includes:

Automatic Call Distribution (ACD) Computer Telephony Integration (CTI) Skill-based Routing Digital Voice Recording Fax On Demand (FOD) IVR with Speech Recognition Voice Mail Unified Messaging (for multi-media support) Preview / Predictive Dialing

We also have a strong team of IT development specialists with solid contact center background to create custom applications, convert historical data, facilitate integration to your legacy systems and address your specific and ever evolving business needs. Ride on our advance and extremely flexible WISE-xb Contact Center System, we can implement a brand new service or modify an on-the-go program with a pleasingly short lead-time, which helps to accelerate your time to market.

Inbound Customer Care / Telesales Services Outbound Telemarketing Services Technical Helpdesk Market / Customer Survey Database Management

Customer Service Hotline Promotion / Sales Hotline Telephone Ordering & Processing Application Processing TV Response Hotline Ticketing Event Registration Order Processing

Epro Telecom has long and rich experience in handling inbound customer and sales hotlines for our clients. We provide professional inbound contact center service support through multi-media channels including telephone, fax, email and web. Ride on our 24x7 operation, flexible operating modes such as round-the-clock, overflow, office hour and non-office hour service support can be offered to cater for your particular service needs.

We have a large number of highly experienced agents to handle your customers' enquiries in a professional and caring manner, which helps enhance your corporate image and maintain close customer relationship with each of your customer.

Ride on our fully scalable operation and sizable pool of agents, we can swiftly and flexibly deploy our manpower resources to cater for any large or small-scale programs as well as any ad-hoc fluctuation in call traffic to ensure the delivery of a stable service performance to your customers.

As your close Working Partner, we offer our best support starts from the very beginning by understand your service needs and objectives, provide detail planning and experience-based advice, manage the on-going service performance and all the way to continuous service improvement measures.

All of these lead to one important objective – to provide quality service to your customers in order to generate more sales as well as develop a deeper customer relationship for further business potential.

Customer Acquisition Customer Retention Cross / Up-Selling Account Management Payment Reminder Appointment Setting Lead Generation Membership Solicitation Seminar Registration Welcome Call

Epro Telecom has over a decade old history in managing outbound telemarketing programs in all scales and natures. Our clients range from multinational Fortune 500, blue-chips to local companies and spanning a variety of industries including telecommunications, banking, finance, insurance, broadband ISP, broadcasting media, FMCG conglomerates, etc.

Our sizable telemarketing sales force is made up of carefully selected, well-trained and seasoned telesales representatives with solid telemarketing skills. And to cater for specific service needs, we also maintain a pool of telemarketers with special skillset and/or industrial knowledge including insurance-licensed agents, IT professionals and language proficient representatives.

As your close Working Partner, we participate early in your project strategy development right through process implementation, reiterative assessment and improvement. We take pride in our role advising and driving more successful campaign and results for your programs.

Our i-Business Telemarketing System with a wide array of ready-to-use templates for various types of outbound service and industries can offer an extremely short lead-time as well as turnaround time for kicking off a new telesales campaign for you and hence accelerate your time to market.

First-tier Helpdesk Support Fault Reporting Hotline Emergency Hotline

No matter it is a first-tier technical helpdesk support with or without system integration / monitoring of your legacy systems or, just an emergency reporting hotline with instant notification and escalation, our 24x7 Helpdesk outsourcing service can help you efficiently and effectively manage your helpdesk in meeting your internal or external service needs.

Our Helpdesk solution comes in different operating mode such as 24x7, office-hour and non-office hour. We based on your required level of support as well as escalation flow to customize our Helpdesk Platform to support ticket generation, status tracking, ticket routing and close-loop monitoring helpdesk management in different operating mode and pattern.

We select our technician / IT support agent as much for their customer service skills as for their level of technical expertise. Our Helpdesk Support covers both internal users as well as external customers of our clients.

By outsourcing your Helpdesk Support to Epro, you can achieve streamlined operation, increased customer satisfaction, higher productivity and lower cost.

Mass Market Survey Customer Satisfaction Survey Opinion Polling “Mystery Shopper” Third Party Quality Assurance

Our highly skilled interviewers and quality assurance agents are trained to maintain impartiality with respondents. They are all equipped with interviewing techniques such as how to overcome refusals, probing skills, handling both open-end and close-end questions, etc. and are able to collect required information from mass respondents or your specific target customers.

We have our own in-house IT support team who can quickly implement a new survey program, modify tracking study as well as generate survey reports on timely basis to meet your schedule or backend process timeline.

Data Cleaning Database Maintenance Database Building Database Expansion

Customer database is one of the most vital resources of a company, but it is only as valuable as it is being updated. And it is also a waste of time, effort and money to run telemarketing programs on an inappropriate or out-dated database, which leads only to disappointing results.

However, to constantly maintain or expand a sizable customer database can be highly time consuming and labor intensive. By outsourcing your database maintenance needs to us, we can help you remove out-of-date or add new contact channels (e.g. telephone number, mailing address, email address, etc.), update personnel changes, identify appropriate contact persons and enrich with additional details (e.g. size of company, branch office, scope of business, etc.).

We have experience in maintaining both commercial as well as individual databases. Our seasoned agents have solid experience and tactful techniques to "penetrate" layers of contacts to reach the right person as well as precise probing skills for general information collection.

Our highly flexible dialing tools (e.g. predictive dialing, auto-dialing, progressive dialing) can further improve the productivity and efficiency of the database maintenance operation by saving time and effort of the agents and let them concentrate on information collection.