Hanaro T&I Turns to IBM Korea for Transformation of Call Center Operation

IBM (NYSE: IBM) announced today that it has entered into a Business Transformation Outsourcing (BTO) contract with Hanaro T&I Inc. to transform and manage its call center operations, streamlining Hanaro T&I’s business operations and improving customer service. The service will be delivered out of IBM’s first BTO delivery center in Jeonju City, Korea, which was jointly opened today by representatives from IBM Korea, Jeonju City, Jeonju Kijeon College and Hanaro Telecom.

Hanaro T&I is the first customer in IBM Korea’s newly opened BTO delivery center in Jeonju City, which will provide advanced call center services. The center will be expanded over time to provide support to other Korean companies to meet the growing demand for process outsourcing and transformation in Korea.

IBM was selected to help transform and manage the call center operation of Hanaro T&I in recognition of its transformation capability and proven experience. IBM Korea will collaborate with Jeonju City, Jeonju Kijeon College and Hanaro Telecom to build call center infrastructure and facilities, providing advanced call center services to improve Hanaro’s peak-time service level and enhance client satisfaction.

Hanaro T&I, a wholly owned subsidiary of Hanaro Telecom, which is the second largest telecommunications provider in Korea, was challenged to maintain call center service level in response to increasing call volume and rapid turnover of call center operators. Hanaro T&I runs a call center with close to 2,000 agents providing customer care and technical support services to Hanaro Telecom customers. The center was a consolidation of all the call centers across Hanaro Telecom Group following the merger of its two subsidiaries, Hanaro Customer Service, Inc. and Hanaro Interdesk, Inc. to form Hanaro T&I in 2002.

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