IPO Inquiry Hotline Services

In the days leading up to and following an Initial Public Offering (IPO), accurate information is at a premium. Whether people are checking share prices or calling to ascertain their personal allocation, customer-service executives must be fully prepared, both in training and system support.

Tracker Fund IPO

The "Tracker" Fund was the first of its kind in Hong Kong. PCCW created, implemented and operated the TraHK hotline during the six-week period of its IPO. PCCW managed call-center operations with more than 100 operators, working from 8am to midnight, seven days per week. The hotline provided general information relating to applications for the fund. Scripts were approved with the client while PCCW updated them constantly for all operators.

MTRC IPO privatization share offers

Approximately 250 operators were specifically trained for handling the 24x7 hotline for one month. PCCW provided flexible scheduling according to call volume, which at times reached more than 150,000 calls within two days.

Robust systems and rapid workforce mobilization

In the run-up to and immediately after an IPO share offering, unpredictable call numbers mean both the telecom network and call-center technology must be sufficiently robust to cope with unpredictable bursts of high-volume traffic. Without a highly mobile workforce and suitable infrastructure, a storybook success can become a high-profile disaster.

Full compliance with legal and regulatory requirements

An IPO can be a legal and regulatory minefield. Whether hotline staff are dealing with simple or complex inquiries, they need careful and specific training. A wrong word, whether it is well-intentioned advice or simply a careless response, can mean legal problems or breaches of confidentiality. In response to these issues, PCCW has drawn up best-practice guidelines for hotline-staff training. In creating an IPO call center, PCCW provides consulting and advice on the best ways to train and equip service personnel.

A true cost saver with world-class service standards

The relatively short-term nature of an IPO-inquiry-handling project can mean huge capital costs for a throughput period of just a few weeks if handled internally. PCCW's flexible workforce and systems, however, accommodate widely varied needs with ease, meaning you can provide callers with first-class services without the expense of creating the entire operation in-house.