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PBCS

Customer service contact centre, PBCS resells phone lines and telephony solutions, therefore relying on 24 Seven for our robust network and user‑friendly Data Warehouse.

The Challenge

Working with contact centres, reducing workload for the call handler is a big priority, as well as improving business productivity. As a reseller of premium rate lines, PBCS were keen work with a provider who offered excellent customer service and quick response to any queries or issues.

The Creative Solution

Our telecoms infrastructure is owned and maintained by us, with technicians on‑hand 24/7. PBCS were particularly impressed by our promise that - if an issue arose - just one call would be enough to ensure its speedy resolution. Dealing with a single company for billing, technical advice and upgrade queries was also major advantage.

Another benefit we offered was our Live Service Licence and Broadcast Licence for PBCS to sell on to their customers. Regulatory requirements also meant some PBCS clients needed to offer Interactive Voice Response - a service we could provide, along with voice recordings for the necessary personalised greetings.

The Results

By working with us, PBCS has been able to enhance the customer service it offers. Call data - provided by us as white‑labelled stats - allows PBCS to supply its clients with a range of valuable caller insights. And thanks to the robust nature of our network, the premium rate services are always on and ready to handle traffic.

Thanks to analysis of call data, PBCS' clients are now better placed to manage staff, which has helped to improve productivity.

"Our business is all about customer orders. We first contacted 24 Seven to obtain a specific number to improve customer service. Their input was invaluable and they took the trouble to look at our business and recommend ways to enhance our telecoms infrastructure. We also required international call routing to roll out European distribution and 24 Seven delivered on this also."

Jonny Gould, Director

"I really liked the call analysis tools 24 Seven offered - and data can be accessed live, so we can study the traffic being generated as each competition opens. Once lines close, we also access recordings of calls stored in the Data Warehouse. This allows us to improve the caller experience by giving feedback to our staff. 24 Seven's call reporting and analysis portal has been essential to our evaluation of marketing campaigns."

Ian Staton, Project Manager

"24 Seven were able to sell us number ranges - as many other telecoms outfits can. What appealed to me was all the additional benefits they offered. Our account handler worked with us to come up with several ways to improve what we offer our clients. I also like how well maintained their network is. It is very reassuring to know the lines I sell to my clients are so reliable. 24 Seven's drive to improve how we support our customers is second to none."

Shaun Freeman, Company Director

"Having to chase a supplier to get issues sorted is never acceptable. With 24 Seven, I can speak to one person and know they'll be on it straight away. They were always on hand and never let us down."

Geoff Bell, Director

"Customer service is what I see as 24 Seven's core. They're always incredibly fast at getting back to me with a resolution, and passing you on to another department just doesn't happen. Looking back at our two businesses, it amazes me how far we've come. The latest service I've taken them up on is their free conference calling solution which is exactly the same quality as ones I've paid through the nose for!"

David Morris, Director

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