Neusoft and Symantec, to build “China Best Outsourcing Call Center”

Dalian, China, May 22, 2009/ “Annual Call Center Conference & Expo 2009” and “China Best Call Center Award Ceremony 2009” were held in Shanghai on May 21. Neusoft-Symantec Call Center was awarded “The Best Outsourcing Call Center in China”, Ms. Liu Ping, Vice General Manager of Neusoft Call Center, project manager of Neusoft-Symantec Call Center, was awarded “China Best Call Center Manager”. This is the second time that Neusoft-Symantec Call Center was recognized by the industry, after honored as the benchmark case in China Call Center Industry last year.

Sponsored by ICMI, this conference is one of the largest professional congregations for customer service, customer contact center, customer relationship management and related areas in Asia-Pacific area, gathering thousands of professionals, scholars, and leaders in this industry. As the most important event of the meeting, “China Best Call Center Award Ceremony” has always been the spotlight of industry attention. According to the sponsor of the conference, the selection of “Best Call Center Award” has gone through a 5 months’ strict evaluation process including application document evaluation, on-site audit and expert assessment, which makes the award the highest honor in Call Center Industry. Neusoft-Symantec Call Center, examined and approved by Customer Relation Management Association of China Information Innovation Federation, CCCS and ICMI, is finally awarded “The Best Outsourcing Call Center in China” for its outstanding achievement in call center operation.

Neusoft-Symantec Call Center was established in 2005. It provides customer service and technical support of Symantec products for the consumers in Japan. The joint project, established between the leading IT solutions and services provider in China, and the fourth largest independent software provider of the world, aims to build a long term, strategic partnership. To provide technical support for Japanese consumers, the agents need to have not only excellent Japanese language ability and comprehensive IT skills but also profound understanding of product knowledge. To meet these requirements, the operation team has been equipped with native Japanese and senior IT engineers as trainers, following the standard process and best practice, to ensure all the KPI reach and exceed customer’s expectations.

At present, the scale of Neusoft-Symantec Call Center has grown from 30 agents in the beginning to more than 200 today; business scope covers customer service and technical support with multi-channel interaction with customers. Neusoft-Symantec Call Center has become a successful case in Neusoft outsourcing service for Japan, and the benchmark project of the industry.

Neusoft, as China’s largest offshore outsourcing service provider and a company with 18 years of experience in providing outsourcing service for Japan, is trying its best to provide satisfactory service for customers by continuously improving its capability, and that is the key factor to win customer’s trust, said Ms. Liu Ping, Vice General Manager of Neusoft Call Center.

Mr. Frank Borraccino, Director of Symantec consumer support, said, with the effort of both parties, the service quality keeps improving and the service processes have been optimized step by step since the launch of this project. I am very happy to get this award as the best call center in China.

About ICMI

Built in 1985, International Customer Management Institute (ICMI), one of the professional organization with highest reputation and respect of the Customer Call Center industry, is the pioneer in providing Call Center Management training all over the world and is the leader in this area,. The consultation and training service of ICMI have become the industry standard by its continuous innovation and research, and Call Center professionals coming from more than 50 countries have joined its fast developing professional association.

For more information, please visit: http://www.icmichina.cn/section.php?c=55

About Neusoft Call Center

Neusoft Call Center follows the international standard and industry best practice such as COPC, ITIL, etc. in its operation management. It has accumulated experiences of international project and industry domain knowledge. Meanwhile, it has passed the information security certification of ISO27001. At present, Neusoft Call Center is aiming to serve the customers from Japan, Korea, U.S and China, focusing on industries such as IT, education, government, communication, manufacture, consumer products etc., with capabilities to provide multi-language support covering Chinese, Japanese, Korean, English, Cantonese, Malay, etc..

For more information of Neusoft, please visit: https://www.neusoft.com/soft_service/bpo/

Contact:

Guangjing Zhou
Market Manager of Business Center
Neusoft IT Service Co., Ltd
Tel: (86 411) 8483 5955
Fax: (86 411) 8483 2111
E-mail: zhougj@neusoft.com

Na Han
PR Manager
Neusoft Corporation
Tel：(86 24) 8366 3450
E-mail: hann@neusoft.com