Call Center: Inbound/Outbound Services
PFC’s Call Center is designed to meet the needs of a wide range of client programs including inbound customer service and outbound calls for both B2B and B2C markets. We offer the latest technology and reporting to ensure your program is delivered with a professional, expert voice. Our Contact Center exceeds industry standards for average speed of answer (ASA), average talk time (ATT), abandonment rate and agent turnover.
PFC handles contacts through a variety of channels including telephone, email, fax and mail. We strive to consistently achieve positive experiences for your customers to ensure every contact counts. Regardless of your program need, PFC delivers the highest quality contact center services to help grow market share and increase customer satisfaction.
Consumer Service Support
PFC provides world-class customer support across a multitude of industries including nutraceuticals, consumer packaged goods, food and beverage, personal care and automotive. We understand the importance of each customer and strive to be stewards of your brand through vigorous agent training and strict attention to industry KPIs.
Our highly-trained, US-based agents ensure customer satisfaction with every interaction. PFC works with your staff to develop an excellent service solution that matches your sales goals, marketing objectives and brand integrity.
PFC is ready to answer the call and process your B2B or B2C orders. We offer a wide range of solutions including ecommerce and web order fulfillment.
PFC can key orders directly into your ecommerce platform or utilize our proprietary order entry system customized to meet the needs of your specific program. Our scripting and IT experts will handle the details, allowing you concentrate on other aspects of your campaign.
We offer a variety of credit card processing solutions using a secure and encrypted routing system to transfer funds directly into your account. PFC delivers a one-stop commerce solution with our ability to warehouse, process and deliver products quickly and reliably. Our turnkey solution combines order entry and processing, customer care, fulfillment and returns.
Your customer service channels are a direct extension of your brand. Our agents are experts at handling complex and sensitive consumer affairs questions. PFC’s customer-centric culture encourages agents to take responsibility for delivering an unmatched brand experience, ensuring satisfaction and brand loyalty at every touch point.
Consumer Relations calls can be wide ranging – from dealer locator to crisis management – which is why PFC provides in-depth training for every agent assigned to your program. We encourage our clients to play an active role in agent training to help instill your brand’s core values and culture into the program.
Up-Selling & Cross-Selling
The key to effective cross-selling and up-selling is putting your consumers’ needs first while adding value to the customer experience with related-item suggestions. Cross-selling educates your consumers on the depth and variety of what your brand has to offer but doesn’t carelessly and aggressively push more products or services.
PFC Contact Center agents are skillfully trained with the latest cross-selling and upselling techniques to maximize the return on your marketing dollar. Offers are carefully weighed and calculated to maximize sales volume while increasing your total profit per order.