Recently launched eShopKeeper, one of the Group’s contact centre outsourcing services, generates new business demand

(Hong Kong, 26 May 2011) – DYXnet, Greater China’s leading ICT (Information and Communications Technology) service provider, today announced strong growth in its contact centre outsourcing business. The number of contact centres it runs has grown from three in 2009 to a current total of five, while the number of contact centre seats provided by DYXnet has grown from 1,300 at the beginning of the year to 1,600 now — a rise of 23% in just five months. The Group says it expects that number to increase to 2,000 by the end of this year, with simultaneous expansion planned in Beijing and Shanghai to meet increasing demand for its services in Northern and Eastern China.

According to IDC’s 2009-2014 Mainland China call centre outsourcing services forecast, the call centre market in Mainland China is undergoing sustained growth. IDC estimates that Mainland China’s annual compound growth rate (CAGR) in call centre services stands at 21.3%. Defying a global economy that was still in the shadow of the downturn in 2009, the market for call centre outsourcing in Mainland China grew to US$696.4 million, an increase of 15.1% on the previous year.

“Starting up as a pilot scheme, DYXnet’s contact centre business has become one of the group’s core businesses, and in fact one of our key drivers of growth,” said Lap Man, Founder and CEO of DYXnet. “Currently, our customers are coming from a wide range of industries including banking and insurance, restaurant chains, logistics and education. This reflects our best-of-breed technologies, efficient operations management and high-quality services. We will continue to invest in the business to improve our service levels, diversify the value-added services of our contact centre businesses and nurture talent, which we hope will make us the premier contact centre outsourcing provider in Mainland China.”

DYXnet’s contact centre outsourcing portfolio draws on the Group’s considerable industry experience and comprehensive business network. Currently, DYXnet has five contact centres in three cities (Guangzhou, Shanghai and Beijing), two of which are located in Chuangju Mansion, Guangzhou and Heqiao Mansion, Beijing came into operation this year. All of DYXnet’s contact centres occupy A-grade office space in convenient locations, facilitating the recruitment of high-quality agents and enabling staff to work flexi hours.

DYXnet’s Contact Centre System as a Service (CCSaaS) provides system rental service to customers when they need it, enabling the customer to enjoy high-quality contact centre applications and facilities without upfront investment. In addition, DYXnet can help customers build their own contact centres and offers the required project management, while the company’s dedicated service team provides end-to-end consultancy and training services. Training topics cover customers’ communication, sales techniques, management and service mentality.

In addition to well-known international customers such as McDonald’s in Hong Kong, Bank of Communications, English Town, TVB Pay Vision and ET Mall in Taiwan, DYXnet has also won a number of new customers such as Beijing Yoshinoya, Guangdong Development Bank, Nielsen and CSL.

DYXnet is particularly optimistic about the potential of online shopping and launched eShopKeeper, a value-added online service, in April this year. The service provides online retailers with quality pre- and post-sales customer services and design support. These help retailers to lower costs while enhancing the customer experience and have proven popular, with dozens of online retailers showing interest.