Outbound acquisition activities are best managed through the predictive dialler function of the PCXCOM call centre platform; used for high activity market saturation strategies, such as Solar Energy campaigns; or alternatively more targeted ‘customer retention’ campaigns – using the predictive dialler and the OmniChannel platform with greater finesse. Likewise, the OmniChannel platform caters for multi-conferencing, warm transfers, skills based routing, automated T&C’s, verbal agreement recording, and PCI DSS compliance credit card transactions.

Inbound

Manage inbound sales leads in both a prompt and efficient manner – and across multiple channels. The OmniChannel platform facilitates leads generated from multiple sources such as; Voice, SMS, Email, Voice Broadcasting, Instant Messaging, Click-to-Call, IVR, Social Media and Websites. Likewise, in a fully blended environment, inbound leads from either calls or your website, can be prioritised over outbound prospecting to optimise sales opportunities ahead of your competitors.

Cross-Sell | Up-Sell

The Pareto Principle; 80/20 Rule, is none more apparent than in today’s highly competitive environment. Increasingly, companies are using PCXCOM call centre technology to efficiently make contact with their client base, in order to secure clientele and cross-sell or up-sell products and services.

Appointment Setting

Fill the diaries of your field sales staff with the Appointment Setting module – ideal for organisations such as Solar Energy companies that have face-to-face sales models. Often used in conjunction with the predictive dialler or inbound contact management ACD & IVR functions, the module is suitable for both small and large-scale operations.

Resellers

The complexities of servicing Reseller operations is easily managed via PCXCOM call centre systems and your CRM. Interactions between Suppliers, Resellers and indeed Customers is facilitated with sophistication via the Reseller Module – which incorporates; multi-conferencing, warm transfers, skills based routing, automated T&C’s, verbal agreement recording, and PCI DSS compliance credit card transactions. The OmniChannel platform also caters for communication across multiple channels such as Voice, SMS, Web, Email etc.

Customer Retention

Utility companies greater capacity to respond to customers with both relevance and immediacy via the OmniChannel communications platform. Moreover, organisations have the capability to gain end-to-end transparency of the ‘customer journey’, and thereby build customer loyalty and satisfaction in the process. Likewise, the enhanced functionality 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 Churn

Job Notifications

Advise technical staff / tradesmen of scheduled jobs and manage customer expectations with notification alerts activated via PCXCOM call centre systems. Typically SMS is used as the most effective communication medium.

Customer Satisfaction Surveys

PCXCOM call centre technology manages both straight forward customer surveys with only a few questions, or alternatively, comprehensive customer satisfaction surveys to ascertain customer satisfaction levels. Phoning into customer databases with the predictive dialler function makes this a highly efficient and effective process. Post-call surveys can also provide immediate feedback of customer service levels.

Accounts Receivable

Reduce your Debtor Day KPI with the comprehensive functionality of PCXCOM call centre systems. Moreover, manage your Accounts Receivable (AR) process with greater efficiency and effectiveness. Core functions include; Predictive Dialler, Click-to-Dial, Call Recording, Call Monitoring, Scripts & FAQ, PCI DSS compliant Credit Card payments, and Payment Gateways with either your merchant bank or with companies such as Eway, Paypal and EziDebit.

Service Outage

Notify customers of service outages in their area via either SMS or Voice Broadcasting. Likewise, the predictive dialler function can be used to make direct phone calls with customers in a timely and efficient manner, and indeed in compliance comply with any SLA’s.

Websites

Optimise the performance of your website with PCXCOM functions such as; Click-to-Call, Web-Chat and Online Lead Priority. These enhanced communication channels are effectively managed via 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 Utilities sector, the feature-set, and indeed flexibility of PCXCOM call centre systems enables organisations to meet the immediate and inevitable changing requirements in regard to 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 customers.