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!


 

Last month I wrote about the opportunities for marketers and contact management centers alike to take advantage of communicating with their customer-base through social media outlets.  Whether it's a general conversation about the brand or actual customer service provisioning, use of the medium is obviously becoming mission critical.

But just as social media presents another channel for customer service, it is important to recognize that the "conversation" is two-way.  In other words, either you ensure successful customer service or the customer will start the conversation for you....and not with you. 

Even the most customer-concious companies will occasionally raise the customer's ire with a faulty product, an incomplete shipment or an incorrect invoice.  But it's how you respond to those age-old adversities that will keep the conversation from going global. 

Before social media, you could count on your frustrated customers bending the ear of a customer service rep, and with thorough training and skill, he or she was able to resolve the problem and/or de-escalate the issue.  Today however, if those interactions aren't handled properly, and sometimes even before they are brought to your attention, the frustrated customer can begin a conversation with the world about how poor your service was. 

Whether you're engaging your customers via social media or not, beware the presence of the "Social side of customer care," and your customer's means to share their experiences.  There is no replacement for high-quality customer care in the fight to keep the conversation on your side. 

Procall has answers.  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