Call Center Services
Services we offer:
At PCR, we offer fully integrated customer relationship management solutions to assist your company in growing and maintaining your customer base.
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Our Services
We offer inbound experience and knowledge in call center services, with a variety of applications in both the business-to-consumer and business-to-business markets. With our autodialing system we have the capacity to handle thousands of calls per day. This capacity provides our clients with the best of all worlds; superior quality, experience and "hands on" service coupled with the finest advanced technical capabilities.
Outbound Call Campaigns
In conjunction with your inbound program, PCR can assist with your outbound teleservices needs as well. We have extensive experience with a variety of outbound call types in the areas of business-to-business and business-to-consumer marketing. Our outbound experience, combined with our advanced technical solutions and our commitment to quality, has helped us achieve exceptional results for our clients.
Interactive Voice Services
PCR has experience with several types of IVR applications to support our live-operator inbound call center services. We support several types of applications, including name capture, forced pre-call messages, information delivery, menu routing, warm transfers, and others.
Sales with Upsells
PCR has established a sales based culture that will aid your company by increasing your return on investment. We have the ability to leverage your calls by offering a 3rd party upsell strategy. By tapping into our extensive experience we can assist you in developing a successful upsell program
Email Response
PCR has email capabilities from all agent desktops. We offer clients extensive web technology that allows customers’ interaction with call centers through emails. We can provide auto acknowledgement, auto suggest, auto reply configurations and spell check. We can also create rules-based routing of all emails to prioritize and deliver emails to the appropriate agents
Bilingual Campaigns
PCR has truly bi-lingual agents that work for customer service, sales and upsell calls every day. We will proactively exceed your business objectives and goals through superior account management, multilingual customer service, sales certified agents and with state-of-the-art-technology.
Fulfillment
PCR is also a fulfillment services company. We offer this in order to provide a one-touch point relationship for both call center and fulfillment services.
Inbound & Outbound Programs
Inbound/Outbound campaigns with dedicated staffs and toll free numbers
Your ability, as our customer, to listen in on an
audit-basis to live discussions between our
representatives and prospective and existing customers
during your
respective call campaign.
Surveys as a part of product or service development.
Order Receipt and fulfillment that provides timely notification to you, and receipt by consumer. Order fulfillment services include order receipt, inventory management of entrusted product, rotation of product, order processing, and logistical support to facilitate the timely forwarding of product or service to the end customer.
Toll free number that is assigned exclusively to your call campaign.
Call center services for small to mid-sized businesses that allow owners/operators to manage their core business while PCR attends to the sales, marketing, and fulfillment side. What a difference a live voice has on your potential customers!
PCR provides multi-lingual services in Spanish and Portuguese. Our agents are truly bilingual.
Digital recordings are made as you request/require.
All are saved as Wave files, and accessible for audit
and QA purposes. We also utilize the recordings as part
of our
on-going training for existing and new agents.
Training is extensive, and specific to your needs. All training is done “in house”. Your dedicated agents are knowledgeable and fluent in your respective product and service.
Internal Escalation Protocol dictates when an agent must request assistance from a Supervisor, who retains certain authorizations, so that customer concerns are addressed completely on the first call.
Scripting service is available, though you have the ability to dictate script content.
Sourcing and Mining of Lists. Our experience has shown a dramatic difference in “yield” due to the quality and timeliness of a List. We can assist in sourcing and mining of such lists, as well as arranging for “Do Not Call” scrubbing to meet FCC and FTC guidelines.
Database management and updating.
Auto-dialer from the specific list provides you with the assurance that our agents are working and driven. Hourly call center rates are calculated based on the “Ready” status of the respective agents on our system, not when they walk in/out the door. In other words, ONLY when the agent is “on-line” is when you are billed.
Request a quote >Fees and Agreements
A three month Agreement is the norm, with longer-term Agreements available. A 30 day advisory of intent to not renew the Agreement is required for staffing and logistical reasons.
On-Going Fees are escrowed four weeks in advance, and ONLY released following your authorization and approval of the detailed invoice, which is presented weekly.
Initial Set-Up Fee provides for internal training relative to your specific assignment to PCR, list origination (if outbound), identification and logistics of language needs, and reservation of your toll free number.
Billing methods of hourly, project
and incentive basis