Case Studies

HKT Teleservices understands the importance of delivering results every day for our clients. We have built a client-centric culture based on performance excellence. Every day and at every level within the organization, we focus on client program performance.

View our call center white papers and case studies to learn more about the results we’ve generated for our clients and what we can do for you. Our call center case studies cover a range of services including voice and non-voice programs; sales, service and technical support; and inbound and outbound. They also cover a variety of industries from technology to telecommunications.

Industry: Technology
Services: All

Nokia customers enjoy the best possible care, thanks to a PCCW contact center solution

To ensure customers receive the very best customer service, mobile handset manufacturing giant Nokia selected PCCW Teleservices to design, implement and manage a regional customer care center to serve a massive customer base in Greater China. Supreme customer service includes friendly, personalized assistance from sales to handset repair status tracking.   Business challenge Providing personalized care for an expanding customer base in Greater China Mobile technology evolves rapidly, giving rise to numerous highly-advanced and sophisticated mobile devices. This makes competition even keener in Greater China’s booming telecommunications market. With a commitment to quality of product and customer experience, Nokia is devoted to providing intensive and personalized customer care in relation to handset functionality, mobile device compatibility, mobile software support, warranty and repair. That highlighted the need for a multi-channel, interactive, customer service platform to play an essential role in customer engagement. PCCW Teleservices’ impressive track record in hands-on experience convinced Nokia to build on our competence and capability to ...


Industry: Travel, Lifestyle & Entertainment
Services: Inbound Sales

Cathay pacific rises to the challenges of a booming aviation market, with PCCW as a dynamic “co-pilot”!

As one of the world’s premier airlines, Cathay Pacific has focused traditionally on providing Premium quality service in the belief that customer loyalty is crucial to building a mutually-beneficial commercial relationship. Sharing the same passion, PCCW Teleservices has acted as a supportive partner to Cathay Pacific Loyalty Programmes Ltd (CPLP) and has helped the company to set up, manage and operate a global contact center to serve members of CPLP’S Asia Miles frequent flyer program, as well as The Marco Polo Club, since 1999.   Business Challenge Growing demand across all continents The rapid growth of Cathay Pacific’s operations generates an increasing demand for first-class customer service. The popularity of loyalty programs, plus a combined membership of almost 3 million customers worldwide, demonstrates the sheer scale and coverage of customer care required. Members are located in almost every time zone in the world, requiring communication skills in many different languages. All members are entitled to quality customer service support by telephone, post and email at any time, wherever they may be. To cope with a growing m...