Failure to deal with paperwork efficiently and accurately will inevitably lead to customer dissatisfaction with additional emails and phone calls to deal with.
Make processes better, faster & cheaper
Despite our best efforts to become a paperless society, there is always an important document that you will need to give to customers. In the retail industry this will include proof of purchase or delivery, warranty forms, application forms, questionnaires or surveys. PCMS recruit and train multi-skilled advisors who are able to fulfil a variety of roles backed up with the processes and technology to ensure efficiency and traceability. This is reinforced by a secure infrastructure operating to ISO27001 standards. We have experience of working with a wide range of client legacy, web and CRM systems to ensure that the paperwork is properly recorded and visible to front-line staff.
We also recognise that some things can’t be automated and someone needs to manually do challenging tasks such as run reports or do visible checks on outputs and then make decisions based on the results. For many contact centres this causes problems – everything is expected to run smoothly and fit within established systems. Of course, as software developers, managed services experts and integrators we can then work with our clients to make the processes better, faster and cheaper. If you would like to benefit from our experience then contact us today. We have many examples of re-engineering processes to reduce the workload, automate, take a proactive approach or eliminate waste to enhance the customer experience and to be more cost effective. We pride ourselves on working with our customers to make their lives easier.