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HP Dalian Service Center won top prize
By Guo Changdong and Zhang Nan ( )

HP Dalian Global Service Center was named China’s Best Contact Center at a contest for the country’s best contact centers and CRM (Client-Relationship Management) 2010.

China's top service providers contest, nicknamed “Oscar of the industry”, attracted 347 Chinese enterprises from various industries including security, IT, health care products, automotive, communication, E-commerce and online tourism.

HP Dalian Service Center stood out for the third time for its “Client-oriented” philosophy and international standard services, according to Zhang Quan, the center’s general manager. It has won the price every year since 2008.

Founded in 2004, the center has integrated hundreds of calling centers, employed 1,700 strictly-trained employees and covered a wide range of services for people not only in China, but also in Japan, South Korea, North America and Southeast Asia.

It has technically become an Asian-Pacific and North Asia service center, one of HP’s five biggest service centers in the world next to San Jose, Costa Rica and Bangalore.

“We are aiming to make it a global center instead of a local one,” Zhang said.

All the procedures and IT support are of global service standards. In 2010, employees answer 97 percent of calls each day and solve 99 percent of problems within three days.

Zhang also talked about his plans for the future. He said the center would continue to work on giving personalized solutions to big clients and improving satisfaction of ordinary clients.

“We will also develop the E-solution abilities since more and more people are cruising on the Internet for solutions rather than call the center. It’s one of our main tasks to meet the demand of the young generation,” he said.

“Service is not auxiliary. It has become a main driving power of many enterprises. Many clients like to have one-stop service including technology support, added value services and outsourcing services.”