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.
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.
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.