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Challenge
Rapidly growing telecommunications equipment provider ZTE had created individual hotlines on a project-by-project basis scattered across some 80 countries. The system was costly, fragmented, awkward to manage, and made it difficult to offer customers the vital assurance of 24*7 assistance.
Solution
Having examined a number of potential suppliers, both international and based in China, ZTE determined that a BT Contact Centre Service (CCS) solution would offer the best possible coverage. Using the reach and quality of the BT global network infrastructure, CCS enables BT to take end-to-end responsibility for the international carriage of ZTE voice calls.
Value
The BT CCS solution is helping ZTE to transform its customer support operation on behalf of the many international carriers who make up its core market. It has enabled the Chinese company to establish a two-tier system, whereby initial enquiries can be intelligently routed quickly and efficiently to the appropriate language centre, with advanced second-line technical support easily reached in China if the query demands more detailed technical understanding and discussion.
Client
ZTE is a world leading provider of telecommunications equipment and network solutions, employing close to 80,000 people and offering a wide range of products and services. Especially strong in wireless technology, it was one of the earliest Chinese companies to articulate a clear vision for global expansion. With 2007 revenues approaching CNY35 million (nearly USD5 billion) the company has partnerships with more than 500 fixed and mobile service providers worldwide. As a relative newcomer in a highly competitive sector, ZTE aims to become the leading supplier in emerging markets and a credible force elsewhere, by offering end-to-end solutions that maximise the value chain.
Global IT infrastructure choices for ZTE had at first been based upon availability and time to market.
Huang Hairong continues: “Another legacy of our fast growth was a patchwork of network technologies, which made monitoring and management difficult and time consuming. We wanted to consolidate our IT infrastructure to ensure network security and stability while reducing the number of suppliers and lowering costs.”
Since its customers are mainly carriers, their enquiries are often highly complex, requiring senior-level second-line technical support linked to the ZTE laboratories. Furthermore, the global nature of the company’s business meant that it needed to collect enquiries from different language groups and route them efficiently to the appropriate support centre. So ZTE could see that consolidating its support operations on a common infrastructure would make customer service much more effective; and enable the launch of new service delivery channels such as videoconferencing.
“An important factor in our decision was that BT was able to point to reference customers like ourselves for whom it had solved similar contact centre problems with great success.”
Huang Hairong, Call Centre Director, ZTE Global Customer Support Centre