PCMS

Start Ups Guest Blog of the week:  The One True Currency – How To Become Truly Influential Within Your Field – and why it pays off, is a thought provoking article.  It got me thinking about the  main values we have here at the PCMS customer call centre to develop our influence.

1.       Professionalism – much of the time we are the primary and often only point of contact for our clients’ customers.  We are the representatives of their brand and it is essential that we maintain their brand image as diligently as we would our own with a professional service experience.  All of the agents within our customer call centre receive extensive training before handling calls, but also at regular intervals to ensure that levels are consistent.  Regular training updates are scheduled for all of our teams, with follow ups, coaching and call monitoring so that we can ensure standards are maintained. We hold 1-2-1 sessions with all of our agents on a monthly basis as well as annual appraisals giving each of our agents the opportunity, all ensuring that the highest professional standards are reached.

2.      Quality and value – Quality delivery that offers value for money is an essential part of our customer call centre services.  Image maintenance is crucial for our clients as their customers call expecting great service; the quality of our teams is evident in the results of our customer satisfaction surveys, which score consistently high.

3.      Increased sales – the PCMS customer call centre has an excellent track record for increasing basket sizes and booking great appointments.  Our telemarketing and telesales services do not engage in pushy sales techniques but listen to the customer and make relevant suggestions of additional purchase. Our customer sales teams are second to none, they receive a lot of training to ensure they perform to the best of their ability on behalf of our clients.

4.      Partnership – At PCMS we have a culture of working in partnership with our clients to ensure that the service delivery is designed to get the results desired.  We have a working culture of being open and giving regular feedback to our clients, enabling the client to influence our working methodology and for us to influence theirs.  Our success is measure by your success and we believe that working in partnership is the only way to achieve the best results.

5.      Long term goals – At PCMS we take a long term view of our relationships with our clients; we believe that this allows both parties the time to develop the right service and brand knowledge.  Establishing a long term relationship means that your customers are secure in the knowledge that they will call through to an experienced customer call centre that knows your products and services as well as you do.  Great customer service is viral, if your customers are happy they spread the word!

Heidi Coles

Business Development Executive – PCMS Call Centre

Christmas demands on retailers have a massive impact on call volumes and sales.  PCMS offers specialist services supporting outbound and inbound calls over the Christmas period.  All agents are trained in customer services and increasing consumer basket size - contact us today for more details.

The busy festive period is the most profitable time of year for retail, but can place significant strain on supply infrastructures regardless of estate size.  As the UK’s leading independent supplier of software and services to the retail industry, having worked with some of the best loved brands in the world, our experience within the retail industry has helped us to create a portfolio of services designed to assist retailers during this busy, but profitable, time of year.

Many retailers find that they receive much higher levels of calls during the festive period, leading to call wait times becoming hard to control and ultimately, frustrated customers who may go elsewhere.  Many retailers often find they could benefit from extra resources on a temporary basis to manage this seasonal peak of inbound calls, as well as engaging in an outbound campaign to boost sales even further.

Our Coventry based call centre is here to help retailers, in alignment with our unique position as an expert in the retail industry we can provide a range of services that help ease the pressure.

The PCMS call centre offers a range of inbound and outbound services to assist retailers.  Our inbound team can offer a range of services to suit your specific needs, from handling overflow calls during busy periods, additional lines or hours of service, a fully managed sales order line or a customer service helpline. PCMS outbound services could help you gain a Christmas sales boost with a telemarketing or telesales campaign.

All our agents are trained to achieve excellence in the provision of customer service; the PCMS call centre achieves consistently high customer satisfaction scores and you can have confidence in our team representing your brand.  Our agents are trained to listen carefully and make relevant suggestions to increase basket size, without using pushy sales techniques that may turn off your customers.

The PCMS call centre offers tailor-made and fully scalable packages to suit your business needs, contact us today for more information on our festive support services.

Melinda Richardson

Marketing Assistant