Extraordinary Customer Engagement.
Client Acquisition | Retention | Compliance
PCXCom call centre technology is used extensively for the Banking & Financial Services sector to effectively manage client facing activities across multiple communication channels. Industry sectors typically include; Investment Property; Financial Planning & Advice; Lending; Banks & Credit Unions; Superannuation; Managed Funds; Accounting; and Tax Specialists.
Moreover, the intuitive capability of the PCXCom OmniChannel platform provides the banking & finance sector 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); Call Recording; IP PBX; 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.
Banking and finance companies gain capability to communicate with customers, 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 banking and finance 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.
The Appointment Setting Module is widely used in the Property Investment sector in conjunction with the predictive dialler function. The module is used as an effective means of filling the diaries of field sales staff – and in the process, it provides a mechanism to optimise lead generation with leads only discarded when deemed inactive by management.
Likewise, the Seminar Management Module provides an efficient end-to-end means of managing seminars – again in conjunction with the predictive dialler function.
The predictive dialler function can also be used to efficiently phone into client databases to cross-sell or solicit interest in purchasing another property by leveraging equity in a previous purchase.
Inbound leads generated from advertising activity can be efficiently managed via the Inbound Contact Management function, which incorporates ACD, IVR & ASR. Inbound calls and web leads are prioritised over outbound calls, and hence presented to agents with urgency.
Financial Planning & Advice
Make appointments for your team of Financial Planners with the Appointment Setting Module. Used in conjunction with the predictive dialler function, the module is an effective means of filling the diaries of Financial Planners with end-to-end management of activity.
Likewise, the predictive dialler is often used to efficiently phone into client databases to cross-sell, follow-up renewals, or solicit interest in new products. The Inbound Contact Management ACD & IVR can also prioritise inbound web enquiries and phone calls over outbound calls. Payment reminders and the likes can also be automated via the PCXCom OmniChannel platform.
Banking & Finance
PCXCom call centre technology provides organisations with the capability to manage complex, large scale operations, and promote best practice business principles, as well as promote continuous improvement. As a result, PCXCom call centre technology is well suited for the the Banking & Finance sectors.
Manage multiple products across multiple communication channels via the OmniChannel platform that only optimises the performance of call centres, it also provides a means of developing highly efficient business practices, and indeed the ability to execute effective business strategies. In other words, map your business processes with PCXCom technology as a means of communicating in an integrated manner across multiple channels; and most importantly, provide meaningful information to management at all levels.
Gain competitive advantage by engaging with customers in the most relevant, timely and efficient means across multiple business units. The PCXCom OmniChannel is an advanced, contact centre communications platform that not only facilitates interactions with debtors through multiple channels – and in an intuitive and integrated manner. For instance, customers can interact across; voice, SMS, email, voice broadcasting, instant messaging, click to call, IVR, and your website. Importantly, customer mobility on various smart devices can also be taken into consideration.
Furthermore, the PCXCom OmniChannel has the capability to respond with immediacy to customers. Likewise, it has enables a more personalised approach across customer interaction touchpoints, and hence the ‘customer journey’.
Across multiple disciplines, PCXCom technology meets the demands of the lending sector, in particular; Merchant Services; Customer Service; Sales; Payment Management; Debt Collection; and Reminders.
Engage with consumers and merchants alike, and with great proficiency – across inbound and outbound, and across multiple channels via the OmniChannel platform. Likewise, efficiently manage the end to end Sales process through the OmniChannel platform, including Verbal Agreements management.
Importantly, reduce your ‘payment in arrears’ KPI, with the collections capability of PCXCom systems. Issue ‘reminder to pay’ and ‘promise to pay’ messages via the PCX OmniChannel, and use the predictive dialler function to chase outstanding payments. Payment gateways can also be used as a means of collecting payments, either processed via the agent or without human intervention.
The flexibility of PCXCom call centre technology enables organisations in the Financial services sector to effectively manage the demands of customer engagement across multiple products, such as Superannuation, Managed Funds, Income Protection & Disability Insurance, Tax Agents, Lending etc.
Gain competitive advantage by engaging with customers in the most relevant, timely and efficient means across multiple business units. The PCXCom OmniChannel is an advanced, call centre communications platform that not only facilitates interactions with customers through multiple channels – it does so in an intuitive and integrated manner. For instance, customers can interact across; voice, SMS, Email, Voice Broadcasting, Instant Messaging, Click-to-Call, IVR, and Websites. Importantly, customer mobility on various smart devices can also be taken into consideration in strategy implementation.
PCXCom OmniChannel provides organisations with the capability to respond to customers with immediacy. Likewise, it facilitates a more personalised approach across customer interaction touchpoints, and hence the ‘customer journey’. This is particularly important for client acquisition and renewals.
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 efficiently 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.
Acknowledging that corporate governance compliance is business critical for the Banking and Finance sector, the feature-set, and indeed flexibility of PCXCom systems will enable you to meet the immediate and inevitable changing requirements in regard to government Acts and regulatory bodies such as ASIC and ACCC.
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 your customers.
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.
Workforce Management (WFM)
Improve service levels and reduce staffing costs by closely matching staffing levels to workload with accurate forecasts, and intelligent real-time monitoring and reporting with Workforce Management (WFM) software. Likewise, increase the quality and speed of service, the efficiency of your staffing schedules and lower operational cost and reducing wage expenses. WFM has the following key functions; Rostering; Timesheets; Intraday; Scheduling; Workforce Performance; provides Download: Quality WFM
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.
Acknowledging the business critical nature of the banking and finance sector, 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
What appeals most about PCXCom call centre systems is their reliability and agility to manage multiple campaigns in compliance with regulatory requirements, Key functions include;
- Inbound Call Management ACD & IVR
- Predictive Dialler
- Fully Blended Environments
- Call Recording & Monitoring
- Workforce Management (WFM)
- QA Screen
- Speech Recognition
- Post Call Survey
- Apointment Setting Module
- Payment Gateways
- CRM Integration
- Right Time to Call
- OmniChannel Communications
- Warm Transfer
- Integrated Electronic Messaging
- PCI DSS Compliance