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24 x 365 Contact Centre Services

PCMS Contact Centre offer business processing outsourcing solutions to complement a multi-channel strategy, including: customer acquisition and retention, multi-channel customer management, customer services, help desk support, membership management, market research and order building solutions.

PCMS offer tailored solutions designed to complement an omni-channel approach to retailing. Advantages of which include:
What makes us different?

As a Retail focused Company PCMS provide services ranging from point of sale to hosting for some of the world's most innovative retailers. The contact centre is an integrated part of retail solutions regardless of the technology employed. We understand the applications which retailers need, to be successful in a fiercely competitive world and particularly that agility is a key part of the solution. Our ISO 27001 certified contact centre, highlights to prospective customers the levels of security adopted within PCMS and provides reassurance when considering outsourcing.

This is supported by a management team with over 50 years of contact centre experience. There isn't much that they haven't seen over the years of working with a wide range of technologies and for clients in many sectors. They can provide real insight into the industry benchmark and the way that other companies solve the problems you face.

PCMS is about results. Customers trust us is to deliver a business benefit and we make sure that that challenge stays at the heart of our working methodology. We want to ensure that our objectives are aligned with our customers. This is why PCMS contact centre services are future-proofed. We recognise that the only certainty is change and that the partnership with our customers needs to change accordingly.

The PCMS Way

We work closely with all our customers to ensure we achieve results. PCMS believe that honesty and transparency are vital to all partnerships. We share our performance and explain the challenges and opportunities. In return we like to know more about our customers' objectives, their culture and values so that we can build them into our services.

Each contact centre is configured differently to meet the exact requirements of each customer and select managers and advisors who will feel an affinity with the project. We train advisors differently for each client, and apply a team structure and technology that best suits. Initially we 'lift and shift' the service as it currently runs and then work hard to improve it.

Once up and running we have regular reviews to ensure we are achieving the objectives and to ensure that we prepare for the future. Our objective is long term partnerships with customers based on trust, flexibility and results.

Technology

Of course PCMS have the technology you would expect of a modern contact centre. We have a hugely scalable state-of-the art, resilient multimedia platform which allows us to support, measure and manage the demands of modern retailers. As a provider of retail software and 24-hour helpdesks we are also able to apply those skills to develop some unique technology platforms.

At the heart of this is the PCMS Hub. This is a platform designed to manage customers where our client's systems are unable to deliver. Functionality includes customer management, outbound dialling, history logging, dynamic work scheduling, performance capture and quality management. As a result we are able to manage sales performance against products, teams and individuals in real time. We can also manage outbound telephone account management with a high degree of precision. Finally we are able to support a case management environment as well as a contact centre based on first contact resolution.