Being available around-the-clock and having the ability to scale for peak trading are a necessity for any retailer wanting to offer an omni-channel experience. PCMS offer flexible SLA’s that allow you to scale resources at certain times of the year, which you won’t have to pay for all year round. Our flexible Service Desk solutions suit your trading hours and are supported by our first and second line team who log incidents and manage them through to resolution. As a retail centre of excellence, we ensure front-line support teams manage all queries and calls logged as you would yourselves – answering the telephone phone in line with your brand guidelines. With this seamless approach, users are unaware they are talking to PCMS. What’s even better is – we are here whenever you need us, we will support your in-house team maximising operational flexibility and increasing availability. If you have a fixed head count but don’t want to miss service levels over peak periods, call us.
Agile retail service desk solutions from PCMS give you:
- A branded extension of your own internal service desk to manage out of hours and call overflow support activity
- Dynamic and scalable partnership solutions that compliment your in-house support whenever you need it
- Improved utilisation of existing in-house support personnel