PCMS Contact Centre

Inforalgo chose PCMS to provide a telemarketing campaign based on their previous experience of the Company’s quality approach to clients. By having a 24/7 Contact Centre with experience in delivering international campaigns PCMS were able to accommodate the international basis of Inforaglo’s clientele. The PCMS agents were enthusiastic and well prepared delivering a consistent marketing message for Inforalgo and gaining more customer information as an added benefit including a number of booked appointments and leads.

Call Centre Helper Magazine recently commented on the use of Predictive Diallers and the negative press subsequent silent calls have received. As one campaigner commented in the article on Call Centre Helper’s website;

“There may be some who think that it would be a good thing if silent calls were limited in this way – I do not. Ofcom’s duty is to eradicate silent calls, insofar as it can, not tolerate them,” said David Hickson, a silent calls campaigner.

PCMS have always been keen advocates of quality delivery and building relationships with our client and their end customer, for this reason PCMS have avoided using a Predictive Dialler in our Contact Centre where possible. Understandably campaigns which involve large numbers of calls require a dialler but PCMS have always been keen to have each agent ready to make each call therefore ensuring each outbound call builds a solid relationship with the consumer and avoid silent calls at all costs.

PCMS have developed a bespoke Power Dialler. This dialler allows each agent to make a greater number of calls, therefore saving our customers time and money, but ensures no silent calls are made as the agent is in full command of the call.

The nature of PCMS’ outbound calling business has meant this has been a real asset to our clients who want to maintain a good reputation and good satisfaction measures with their client base. PCMS are proud of our 97% customer satisfaction score and will always drive to maintain this.

The PCMS Outbound calling team have had another great month. The team have completed a seminar booking campaign on behalf of the USA office.

The brief was simple, in the current economic climate PCMS Datafit wanted to run a seminar which would explain Microsoft Licences to a number of businesses and ultimately save them money.
The challenge was obvious. While the seminar benefitted a huge number of businesses do people really want to take time out of their day to attend a seminar when colleagues are being made redundant and businesses are closing all around them? PCMS Datafit decided professional help was needed and called the Coventry Sales Support office.
The team set to work creating a script which was both inviting and reassured the prospect that this would not simply be a nice day out at the expense of decreased working time but beneficial to saving unknown costs to their business.
With a team dedicated to seminar booking, lead generation and appointment booking the Coventry Contact Centre had the right, enthusiastic people for the job. The result being an increased number of people are booked onto the seminar compared to last year.
Delivering successful, quality campaigns, promoting products which benefit the end customer is the core of PCMS Contact Centre’s ethos. Agents were delighted to be involved in a campaign which saved customers money. One agent commented;
‘Brilliant I have booked four people onto the seminar in my last two calls; I feel I can go home happy now.’