What are your service hours?
We offer 24 x 7 service to our clients.
How many languages can you support?
While our core business is the English speaking mass market in the United States, our complete staff is bilingual English-Spanish. We provide additional language capabilities in our Panama office including French, Italian, German, Dutch, Swedish & Portuguese, among others.
What is your contact center capacity?
Our success with our clients (fueled by results and relationship) has kept us expanding, even in the face of increased competitive pressure. Our current facilities are operating efficiently at approximately 70% capacity. Several locations offer quick build-out capabilities in approximately 60 -90 days.
What kind of clients do you work with?
We focus on building long-term relationships with solid financially stable companies. Our current roster of clients is heavily balanced towards the Fortune of 1000, but we would work with reputable regional clients wherever possible.
How long have you been in business?
Professional Call Solutions is in its second decade of experiencing double-digit growth.
How do you know that your agents are doing a good job? How do you check up on them?
Quality Assurance is our highest priority. Our goal is 100% customer satisfaction and we constantly employ numerous methods to ensure that all calls are handled in the most professional manner possible. To accomplish this, we record the majority of calls across all clients for later review. QA Supervisors also listen into live calls, giving instant feedback to our agents. We also randomly contact customers to receive feedback. Additionally, our phone system closely tracks hold time, talk time, and several other statistics, which are reviewed by management on a daily basis.