Out of Hours Support
Maintaining high levels of service can be difficult if contact centre opening hours have to be extended to meet the demands of in-store and online traffic.
PCMS become an extension of your brand
As more and more retailers begin operating in a multi-channel environment; customers increasingly expect assistance in line with opening hours of all shopping channels. In addition they expect the same levels of customer service regardless of the time of day they are calling. The PCMS Contact Centre can provide the technical expertise to be able to integrate your internal business systems with ours and to transfer calls to our contact centre at the right time of day to ensure no callers are lost and we have up to date customer information. To ensure the service we provide is not compromised we will also act as an extension of your brand to maintain and reinforce your identity.
Out of hours services include:
- Evening, weekend and early morning support
- Administration and web chat support around existing opening hours
Outsourcing out of hours call volumes can help you reduce the running costs of your contact centre by eliminating additional staff costs and decreasing costs of utility bills. However you will also be in a position to increase the levels of service you offer and enhance the number of sales made. If your contact centre could benefit from additional out of hours support then contact us to find out how our tailored solutions could help you.