While it's important to monitor enough calls and interactions to provide a sufficient sample size, it's not about the volume.  Like anything else, it’s about the quality of measurement.  A strategic performance improvement process depends upon many facets of an agent’s competencies, and should evaluate their contribution to the program’s overall success.

The employees themselves expect some level of constructive criticism, and more importantly, some positive reinforcement of the good work they do every day.  So we can learn a lot from just understanding what an agent expects in terms of their own development and growth potential.  They want to feel like they are providing value, and hopefully that we know they are committed to quality customer relations.

As employers, we want to know that we are getting a return on our investment in those agents, and that our customer’s expectations are being met every day.  While QA programs are an investment in themselves, we win when we develop agents that are able to service the customer more effectively, perhaps be more effective in a sales call, and most importantly reducing errors and re-work. 

If we can track and measure a cost of quality, such as through first call resolution, we can then measure the effectiveness of our QA and coaching programs.  The more the agents improve their skills, the higher the rate of first call resolution….and a clear ROI on the QA process. 

Effective monitoring, coaching and agent development is a real-time process, and a grass roots effort.  But the results will be evident in long term success and customer satisfaction.

There's a lot of talk about the "cloud" these days.  And there's just as much uncertaintly as to where business fits into the cloud.  But the question isn't about business.....it's about your business.  The cloud can mean lots of things and can bring many benefits, depending upon how it can change your technology infrastructure.

Another way to think about what "the cloud" really is can be anything that is outsourced.  Sure, the common definition is technology that is hosted on somebody elese's servers, in some data center in cyberspace.  It's outsourced, meaning not managed by your company.

So isn't outsourcing of other functions essentially putting your business process in "the cloud?"  Whatever function you don't want to manage internally, like customer care, order fulfillment, sales management, etc.., can be sent into the vast cloud of someone else's capacity.

No different is the work that Procall Solutions does for our clients.  Procall is a cloud-based provider of contact management solutions.  Our skilled agents are our "servers," but unlike the afforementioned, they are real people that speak the same language as your customers.  How powerful to have an english speaking cloud to give you and your customers an advocate...and the details don't have to be managed by you.

Cloud contacts....give it a try with Procall Solutions!!


 

It's annual enrollment time again for insurance and everyone is scrambling, looking for the right plan and the best rates.  The period is a hectic confluence of decision making and a process that never seems to get easier for people....only more confusing.

Contact centers all across the country, and especially here in the greater Philadelphia area where so many insurance companies are based, kick into high gear.  Procall is no different as our agents are busy providing experienced, skilled and most importantly, calming support to anxious consumers looking for answers in a complex maze of options. 

But consumers don't care how many calls there are to field, they only care about their call and getting patient and personal attention.  That's the essence of customer care and what makes this trade so to so many company's marketing efforts.  If the call isn't answered, literally or figuratively, it's just another lost opportunity.

Whether it's the holiday rush of phone orders or insurance enrollment, your customers deserve the best.  And your customers will appreciate the comfort of an on-shore resource like Procall. 

That's personalized attention for the middle-market.....On-shore and uniquely qualified!


 

With the smell of Fall in the air and pumpkins on doorsteps across the country comes another annual celebration....peak season.  No matter how much the consumer has been hiding during the year, they will most assuredly begin their pre-holiday rush to find your best products over the next couple months. 

For retailers, it's the opportunity to finally turn a profit for the year.  But those mass of orders present another challenge for which every great service company must prepare: managing the customer experience.  From product questions and support to order processing and returns, your customer needs you the most when they need everything to be perfect for the holidays. 

Procall Solutions team of experienced customer service reps can provide the kind of customer care that will enable smooth order management and keep your customers happy during this dash to the Christmas deadline.

We're Ready; It's Your Call!!


 

It's no surprise that marketers are turning to social media to reach their audiences and build their brands.  Social media outlets like Facebook and Twitter have become powerful communication channels and their influence is growing daily.  The media helps us see what's trendy, what people are doing....and what marketers want us to buy.

A recent survey conducted by Rebtel indicates that 68% of women and 54% of men use social media to stay in touch with their friends.  It's easy to reach people on the front-end of the relationship management cycle that are already heavy users.  But the back-end of most customer care processes still involve voice and chat communication with the call center to handle complaint resolution, customer satisfaction and order management. 
 

The un-tapped opportunity is to fully integrate the customer experience in social media. While marketers are using social media to deliver their messages and stimulate demand for their products, they have not yet begun to take advantage of the customer care and customer retention opportunities. Over the next two years, we believe that this full circle will evolve, and strong contact management outsourcers like Procall Solutions will have to adapt to new ways of communicating....and lead the way into the "Social side of customer care."

In June 2000 Procall solution became an important new addition to Team PDC. Procall was a leading provider of call management services to the Philadelphia business community. The inclusion of Procall in PDC’s family of businesses expanded our capabilities while providing another top-quality service to our directory distribution customers.

Now more than 10 years later, Procall has grown to become an integral component of PDC operations. On the commercial side, Procall has a long history of providing high quality call center support to a variety of customers, including pharmaceutical, insurance, and consumer products companies, as well as direct marketing and sales organizations. Procall provides call center support not only in English, but also in Spanish, French, and even Portuguese. The company has also evolved into a major player in providing vital support functions to PDC’s directory distribution operations.

Learn more about Procall and PDC in the latest issue of the PDC Pride

Research shows that it is less expensive and more profitable for businesses to retain existing customers than to acquire new ones.  And one of the simplest ways to do that is by providing great customer service.  

Contact management providers like Procall Solutions give you the means to deploy some of the simplest and most effective strategies, and help you deliver on that promise of world class customer service. 

Read more on the top ways to satisfy your customers, and let them help you build your brand.