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Rumor: China Mobile to Bring Call Centers In-house

Netease Tech, 1/06/11

A China Mobile (NYSE: CHL; 0941.HK) senior manager recently revealed at an internal meeting that the company would no longer be using outsourced customer service centers, and would open its own centers in areas with lower costs. In large cities the company will promote electronic channels, such as utilization of its online service halls, and establish an electronic sales system.

The same manager added that customers will utilize the online service halls to complete transactions, make payments and order handsets, while the bricks and mortar service halls will sell handsets and help customers with customizing client software.

China Mobile currently has 57,000 customer service halls and 1.17 mln channel partners.

Keywords: call center China Mobile wireless CHL 0941.HK customer service


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