Operations: call center operations management outsourcing, partial business full-process outsourcing, disaster backup center

Focusing on call center operations management, the company offers a range of products and services, including potential sales lead tracking, out-of-warranty maintenance quotations and contract negotiations, consumer phone and online consultation, engineer dispatch, maintenance process monitoring, performance evaluation, customer satisfaction follow-up, and complaint resolution. Additionally, we provide services related to logistics tracking, financial management, and engineer training.

At the 95teleweb Beijing office, five service seats are designated as a disaster recovery center for the Chengdu region. This setup ensures that consumer phone consultation services for medical equipment can be seamlessly transferred within 30 minutes (or within 60 minutes during non-service hours) in the event of an earthquake or other disaster, providing uninterrupted emergency support.

Highlights and Feedback:

Since the establishment of this company's call center in China, 95teleweb has partnered with them, leveraging on our rapid response time and efficient coordination. Over 18 years of cooperation, the team has grown from an initial 5 members to 7 major teams, with a total of over 100 service staffs. 95teleweb has become deeply integrated into various processes of the enterprise's product sales, service, and supplier management in China. By providing more than 20 exceptional employees to different departments, we have established ourselves as an indispensable "talent reserve pool."

Operations: Full-process outsourcing of call center

We offer comprehensive services including pre-sales phone and online consultations, post-sales technical support, repair process monitoring, performance evaluation of service centers, customer satisfaction follow-ups, and complaint resolution. Additionally, we provide functionality testing for pre-release and new model mobile phones.

Highlights and Feedback:

This is the earliest established project of 95teleweb, which is still in operation. Accompanying the widespread adoption and development of mobile phones in China, we have witnessed the evolution of this brand from analog devices to digital phones and eventually to smartphones. Throughout numerous strategic restructurings and corporate transitions, 95teleweb has maintained a partnership with the brand for over 20 years, a testament to our exceptional business reputation and operational excellence.

Operations: Full-process outsourcing of call center

We offer 25 key inbound, outbound, and online services for potential customers and car owners, including product and promotion inquiries, test drive scheduling and follow-up, maintenance reminders/appointments/tracking/feedback processes, emergency response services, complaint handling and tracking, and more.

Unlike traditional call centers, and considering the characteristics of the automobile industry, 95teleweb also undertakes certain car owner club activities, direct mail of promotional materials, network monitoring, and brand maintenance services:

■ Welcome packages for new car owners and mailing of club publications

■ Points management and gift redemption as well as prize query

■ Information management of the official website, Weibo, and major automobile forums

■ Non-official website news monitoring

■ Monitoring of third-party car owner clubs and related information

Highlights and Feedback:

After gathering extensive feedback from car owners and taking into account the specific needs of the automotive industry, 95teleweb proposed consolidating overlapping dealer services. This involved transferring multiple services, which are originally handled by dealerships, to the call center. This shift enabled more accurate and effective data collection from car owners, standardized service quality, and supported the company in fulfilling its promise of a true "one-stop" service experience. In the global "mystery shopper call test" organized by this automotive group, 95teleweb achieved first place six times and third place once. Furthermore, by integrating test drive appointment and follow-up services, 95teleweb succeeded in identifying potential consumers, transforming from a service-oriented call center to a "marketing-oriented" center, thereby aiding the brand in achieving rapid sales growth in China during the years 2013 and 2014. In 2018, due to changes in the brand's service strategy, the independent customer service center was integrated into the group's overall service process, marking the conclusion of an 11-year partnership with 95teleweb. During this transition, several 95teleweb employees were recruited into the group’s customer center management team.

Operations: Full-process outsourcing of the global player support center

We provide pre-sale phone and online consultation services for overseas players of domestic gaming businesses, covering all major international social platforms such as Facebook, Instagram, and others.

Our services span a range of game products, include: account and login management, recharge services, gameplay, cheating and rules, troubleshooting and upgrades, activity support, etc. For players of different levels, services offered include: game experience satisfaction return visits, senior player training, etc.

Highlights and Feedback:

Since the establishment of the player support center in China, 95teleweb, leveraging years of experience in the game service industry, has effectively coordinated with this enterprise to commence multiple in-depth cooperative expansions. Starting from an initial 5-member team, the support center has grown into a team of 30. The scope of services expanded from web games to include some PC and mobile games. Since 2019, under the "service integration" strategy, it better collected and captured feedback from overseas players through the joint operation of the overseas center and the domestic center, protecting the domestic game's overseas business and bringing more output value to the enterprise.

Operations: Full-process outsourcing of call center

For policyholders and potential policyholders, it provides multichannel (phone, app, WeChat, etc.) business consultation service, complaint feedback, and follow-up supports. Completed a series of outbound phone calls for the following tasks successfully:

■ New policyholder follow-up calls: Collect new policyholder satisfaction regarding the entire insurance process (policy confirmation, whether staff introduced product coverage and exclusion principles, claim timeframes, etc.).

■ Export trade insurance policyholder follow-up calls: Collect satisfaction on policy underwriting, claims, credit limit underwriting, credit report application, and purchase.

■ Annual satisfaction survey for all types of insurance policyholders: For example, conduct satisfaction surveys on support policies and green channel services during the pandemic, and understand the support and usage of national policies like the "Six Stabilities" and "Six Guarantees" for enterprises.

Highlights and Feedback:

Since the cooperation began in 2014, 95teleweb has consistently exceeded the target success rates for each follow-up task. Through ongoing experience and data analysis, we have also proposed optimizations for survey questionnaires, focusing on key areas such as policy issuance, renewal, pre-policy training, credit limits, claims, and service communication. In particular, in 2021, we successfully completed phone communications and maintenance work for over 8,500 registered export companies in Beijing. This effort resulted in a direct increase in insured amounts, exceeding the target by $278 million, and achieving a 94% digital policy signing rate, significantly surpassing the annual sales target.

Operations: Full-process outsourcing of call center

We offer 24-hour hotline and online consultation services for consumers, covering software usage inquiries, account functionality, event rule explanations, author content publishing, book content issues, feedback and suggestions, complaint handling and follow-up, and consumer services. Especially during special periods like pandemic prevention in the Philippines, 95teleweb completed hardware equipment setup to enable remote work, achieving "uninterrupted service."

Highlights and Feedback:

Since 2016, 95teleweb has provided high-quality service experiences to consumers using the group's software, thanks to its self-developed "Simple Customer Service" CRM system, ample human resources, rapid response capabilities, and seamless process coordination. Throughout 6 years of cooperation, 95teleweb has analyzed peak business periods, such as winter/summer vacations and holidays, to flexibly allocate personnel. This enabled the platform to effectively communicate activity rules and manage logistics for physical reward distribution, laying a strong foundation for the group's user growth. In 2020, the Philippines-based overseas call center customer service was officially launched, adopting a full-process outsourcing model under the unified management of 95teleweb, delivering faster and more professional service responses to global users.

Operations: Full-process outsourcing of call center

We provided pre-sales consultation services via phone and online for consumers, B2C product after-sales technical support, monitored and evaluated repair process and performance, conducted customer satisfaction follow-ups, and handled complaint tracking:

In response to the B2C product sales peak periods and promotional activities, 95teleweb dispatched numerous personnel to provide emergency response services:

■ Response to e-commerce promotional activities (up to 120% increase in personnel)

■ Emergency response to peak periods of different product lines (up to 80% increase in personnel)

95teleweb has established disaster backup centers in Beijing/Handan to ensure uninterrupted service during unexpected events, such as earthquakes or special periods like pandemic prevention;

Highlights and Feedback:

Since 2009, 95teleweb has been committed to continuously providing advice and support for the group's "service integration." With the launch of the "Simple Customer Service" CRM system developed entirely in-house based on the group's business characteristics, the work in marketing, sales, after-sales service, and complaint handling has been efficiently carried out under the premise of "consumer-centric." Over more than ten years of close cooperation, the company has transformed its dispersed business modules aimed at Chinese consumers into a comprehensive full-process outsourcing management model implemented uniformly by 95teleweb, providing consumers with a quicker and more professional service response.

Operations: Cross-border e-commerce after-sales service support

Providing after-sales service support for e-commerce platforms to offshore businesses

Languages: English and Mandarin

Working hours: 5 days a week, 8 hours per day

Scope

Handling hotline calls, online services, and emails for designated brands by Party A; handling customer complaints and emergency support according to Party A's instructions, reviewing service orders and submitting them according to established procedures