HKT is Hong Kong's premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sales, outsourcing, and contact centers.

Role of the Center:

Our contact center is to assist our company to provide customer service on 24/7, we developed different channels to serve customers when they raise service request, channels including email, live chat and facebook. Our products include broadband network service, paid TV entertainment, fixed-line service and other home innovation products. Our center will recruit potential staff and we will adopt different performance monitoring and retention strategies. Apart from monitoring staff's discipline, KPI, we will also assist call center manager to resolve issues and problems arising from different situations, in order to maintain a smooth and cost effective delivery of our customer service. We adopted different systems, including CRM, knowledge base, Billing and order management, silent monitoring, to equip our staff to deliver professional customer service support to customers. We will assign customer's requests to staff to handle. Besides, our center provides a supportive work environment to staff in order to deliver customer service through written channels including live chat and social networking (facebook platform). We will constantly review and establish an effective standard operating procedure for our staff to follow. In order to provide a consistent customer experience, our center will fine tune different workflow regularly. Our center provides a very convenient way for customers to approach us directly. One of our main roles is relationship building, in order to retain customer to subscribe our service. Therefore, we will monitor customer's satisfaction in order to to build up professional brand, hoping that they could recommend our service to others.