Extraordinary Engagement.
Candidates | Employers | Enrollments | Alerts & Reminders
PCXCom call centre technology is extensively used across the Recruitment, Education & Training sectors as a means of improving business performance.
Moreover, the intuitive capability of the PCXCom OmniChannel platform provides the education, recruitment and training sectors with the edge over rivals in an increasingly sophisticated and competitive marketplace. Core components of PCXCom call centre technology includes; Predictive Dialler; Automatic Call Distribution (ACD); Interactive Voice Response (IVR); Automated Speech Recognition (ASR); IP PBX; Call Recording; and OmniChannel Communications Manager.
Inbound | Outbound | Fully Blended
PCXCom call centre technology provides business operations with the capability to run high volume inbound, outbound and fully blended campaigns, and in addition, prioritise inbound calls and web enquiries. Likewise, agents can operate across multiple campaigns (inbound and/or outbound), with specific scripts, FAQ, skills-based routing and reporting. Moreover, skills-based routing directs customers to the most appropriate agents, based on individual and/or group skill levels of particular products, and/or ability to respond via different channels ie; Voice, SMS, Web, Email etc.
OmniChannel Communications
Recruitment agencies, education organisations and training companies gain capability to communicate with candidates, employers and students with both relevance and immediacy via the OmniChannel platform, communicating across multiple channels ie; Voice, SMS, Email, Voice Broadcasting, Web-Chat, Click-to-Call, IVR, Social Media and Websites. Moreover, companies gain end-to-end transparency of the ‘customer journey’, and thereby build customer loyalty and satisfaction in the process. Likewise, the endless capabilities of the Omnichannel platform offers a more personalised approach across the different touchpoints of a ‘customer’s journey’ – whereby enhanced relationships ultimately have a positive effect on top-line and bottom-line performance.
Customer Facing Engagement
PCXCom call centre technology enables the coldface of education, recruitment and training organisations to meet the challenges of constant change in a dynamic marketplace. Moreover, the OmniChannel communications platform provides organisations with the capability to communicate with relevance, and in a timely and accurate manner across multiple channels, such as; Voice, SMS, Email, Voice Broadcasting, Instant Messaging, Click-to-Call, IVR, Social Media and Websites.
Recruitment
The PCXCom Recruitment Module is specifically designed to meet the needs of the recruitment sector, in efficiently managing the multiple disciplines of the Recruitment sector.
Proactively update candidate databases, with a complete audit trail generated by the functions of the OmniChannel platform. Candidates can be contacted by Phone, SMS, Voice Broadcasting, and Email with Click-to-Call. Likewise alert candidates for last minute labour assignments, or full-time positions via multiple communication channels available on the OmniChannel platform.
PCXCom call centre technology can also be used to contact candidates as potential students for training and development courses on offer. The predictive dialler function is a highly effective tool in this regard – efficiently reaching as many prospects as possible, with staff talk-time being around 45-50 minutes every hour (a 300% increase in productivity from manually dialling).
| Business Applications |
|---|
| Job Alerts for Casual Labour |
| Job Alerts for Full-Time Positions |
| Candidate Database Updates |
| Solicitation for Training Course Participants |
| Customer Service |
Education & Training
Gain competitive advantage by contacting potential students ahead of your competitors. The PCXCom predictive dialler function is a highly effective tool in efficiently reaching as many prospects as possible, with staff talk-time around 45-50 minutes every hour (a 300% increase in productivity from manually dialling). Likewise, appointments for course managers can be managed through the system, as can follow-ups be managed in a highly efficient manner.
Moreover, the Call Recording function captures verbal sales agreements and tags them to client accounts for future reference. Furthermore, communicate with students across multiple communication channels, with applications such as course and payment reminders and links to online training.
Enrollments and inbound course enquiries can also be efficiently managed via the Inbound Contact Management ACD & IVR function of the PCXCom platform.
| Business Applications |
|---|
| Course Application Management |
| Appointment Setting for Course Managers |
| Course Seminar Management |
| Enrollments |
| Fee Payment Management Reminders & Alerts |
| Customer Service |
Schools & Universities
The reliability and agility of the PCXCom PBX appeals to schools and universities, which often require technology that caters for multiple locations and campuses. Likewise, Enrollments and inbound course enquiries can be efficiently managed via the Inbound Contact Management ACD & IVR function of the PCXCom platform, with skills-based routing and Online Lead Priority.
Moreover, the Call Recording function captures verbal sales agreements and tags them to client accounts for future reference. Furthermore, communicate with students across multiple communication channels, with applications such as course and payment reminders and links to online training.
| Business Applications |
|---|
| Enrollments |
| Reminder & Alert Service |
| Fee Payment Management |
| Customer Service |
Websites
Optimise the performance of websiteS with PCXCom functions such as; Click-to-Call, Web-Chat and Online Lead Priority. These enhanced communication channels are effectively managed through the OmniChannel platform, with agents in your call centre or office dealing with online enquiries as a priority, and hence ahead of your competitors.
Compliance
Acknowledging that corporate governance compliance is business critical for the Recruitment, Education and Training sector, the feature-set, and indeed flexibility of PCXCom call centre and office systems, enable organisations to adequately meet the immediate and inevitable changing requirements of government Acts and regulatory bodies such as ASIC and ACCC.
Quality Assurance
The QA screen enables your Quality Control team to screen random samples of calls to assess and score agent and group performance. Likewise, the ‘Post Call Survey’ function provides valuable feedback to the organisation from students.
CRM Integration
PCXCom call centre systems and cloud services are compatible and can be integrated with any modern CRM software; including; Salesforce, Netsuite, Microsoft Dynamics, Sugar, ORO, ZOHO and others; via either an API or alternatively by ‘single click’ access.
National & Global Operations
Call centre and PBX technology as onsite systems or cloud services can be configured as a single site or alternatively across multiple sites in Australia or around the globe; as either centralised or localised models. Likewise, agents can operate from home with full transparency of activity visible via the Supervisor screen. Outsourced Call Centres can also operate on the same PCXCom platform as your own operation, and hence activity is readily available via the Supervisor screen. The ‘Presence’ function also provides absolute transparency of the status of staff across sites, and hence their availability.
Business Continuity
Acknowledging the business critical nature of the recruitment, education and training sectors, Business Continuity and Disaster Recovery elements are incorporated in both PCXCom Cloud services and on-premise system infrastructure. For instance, the PCXCom cloud service is managed across multiple data centres in Australia, in addition to strategic global locations for our overseas clients. Data centres are N+1 facilities with UPS & Diesel Generator back-up, multiple telephony back-ups, Dual Power, Hot Swap Raid, Dual Networks, Multi Network Servers, Network Redundancy and Multi Site Access.
Operational Transparency – Quality Reporting
In both graphical and statistical displays, Supervisors and Management alike will have absolute transparency of Contact Centre operations via the Supervisor screen, Call Centre APP, and Wallboards;
- Real-Time & Historical Performance Management reports
- Real-Time & Historical Contact Centre Performance reports
- Call Recording & Live Call Monitoring
- Data Analytics
- Remote VPN & Smart Device access to Management Reports, Call Centre Reports and Call Recording & Live Call Monitoring
PCXCom systems have four access levels of reporting;
- Senior Management | KPI Performance Screen &
- Contact Centre | Performance Management WallBoard Display
- Supervisor & Team Leader | Supervisor Screen – Performance Management, KPI & System Performance plus the PCXCom Smart Device APP
- Agent | Self Performance
Key Functions for Quality Customer Engagement for Recruitment Agencies, Education & Training
Key functions include;
- Inbound Call Management IVR & ACD
- Predictive Dialler
- Fully Blended Environments
- Call Recording & Monitoring
- Payment Gateways
- CRM Integration
- OmniChannel Communications
- Integrated Messaging
- PCI DSS Compliance
