PCMS

PCMS Contact Centre set to smash the Magic Number in 2010

The PCMS Contact Centre hit an impressive landmark during 2009 by handling one million customer service enquiries and is set to smash this in 2010, having handled over 672,000 customer service calls this year so far. This achievement reflects a busy and successful 2009, as the Contact Centre welcomed new clients, and existing users expanded their use of PCMS to handle customer liaison which is continuing throughout 2010.

PCMS's experienced team of customer service agents handled inbound customer queries, but also responded to email queries and white mail, processed loyalty scheme applications and undertook outbound telemarketing campaigns.

This growth in customer service volumes stands as testament to the experienced team that PCMS has developed. Indeed, the PCMS Contact Centre is renowned for a longevity of service that is rare in the customer care sector. The team has developed in-depth knowledge of its clients' offerings - meaning that clients and their customers have a positive experience when using the Contact Centre to get the information they require.

Last year, also saw the PCMS Contact Centre take on a greater level of telemarketing to support client's new business drives. From list generation and cleansing, through to quantifying leads and setting up new business appointments, PCMS helped their clients strengthen their own businesses. This success is continuing throughout 2010 with furthermore campaigns for clients, and new clients trusting in our ability to make a real difference on their behalf.

Felicity Manning, Contact Centre Manager said: "We're delighted to have hit the magic one million. Our team has worked tirelessly over the last 12 months through all different communication channels to ensure that we are offering our clients, and their customers, exceptional levels of service by responding timely and accurately to customer calls and correspondence."