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.

Find out how our Contact Centre can help you increase profit

You might also be interested in...

Returns

Our in-depth understanding of retail can make your returns policy more agile and customer friendly.

Third Party Management

PCMS manage your supplier relationships to remove the headache and free up your time

Change Management

PCMS have a flexible and dedicated team that facilitate and manage change within the IT environment.

Contact us

PCMS Group Ltd
Torwood Close
Westwood Business Park
Coventry, CV4 8HX
+44 (0)24 7669 4455
 

Resources

Pin It on Pinterest