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"The PT automated system gives callers the option to order using their phone keypad, drastically cutting queue time. It's been such a success that we've extended to 24 hour ordering which is unique in our industry!"
"We used to carry out manual customer satisfaction surveys, the automated system has cut costs by over 60% and provided far more valuable feedback than our manual efforts"
"Our new brochure request line has been a great success, freeing up agent time to deal with reservations has given us an increase in sales of over 5% last month, that's an extra £250k worth of bookings"
AUTOMATION WITHOUT THE
IT HEADACHE!
There are many reasons for organisations to strive towards automating tasks and processes, the most compelling being to reduce costs, but also automation can allow an enterprise to:enter markets that would otherwise be cost prohibitivelengthen trading hours raise service levels free up staff and management time from mundane repetitive tasks
A combination of all these benefits can transform an organisations financial performance and lead to substantial growth and significant competitive advantage.
With a struggling world economy, there has never been a more important time to push forward with automation, it could literally be the difference between survival and going under!
BUSINESS CASE
Spend a little...save a lot.
Many functions in a business can be automated. In the past, it was the domain of having new machines in the factory but now, massive leaps forward in telecoms capability can make automation possible in areas that would never have previously been considered, delivering genuinely compelling savings whilst at the same time improving levels of service and increasing hours of availability.
Many functions in a business can be automated. In the past, it was the domain of having new machines in the factory but now, massive leaps forward in telecoms capability can make automation possible in areas that would never have previously been considered, delivering genuinely compelling savings whilst at the same time improving levels of service and increasing hours of availability.
From simple information lines and IVR, through to automated ordering, ticketing and payment management, we can supply solutions that fit your business needs perfectly. And in many cases, we are able to provide solutions with surprisingly low capital cost, allowing you to make progress without the need for the board to approve!
Contact us on 0845 456 1500 for case studies that prove the remarkable returns that are achievable through Performance Telecom telephony automation services.
BROCHURE & INFO LINES
This is our simplest form of automation and a complete 'no brainer' for any organisation receiving repeated requests for information to be sent via post.
Using up staff time to fulfill simple tasks such as this is both expensive and wasteful when your peoples time is far better spent taking orders or bookings. Simple requests for information can easily be removed from the normal workload, freeing up staff to respond to important customer calls that do require human attention there and then. Not only will this service help you save money, but you'll reduce wait times and answer more calls without the need for any additional staff, such improvements in productivity have a tremendous effect on customer experience and that almost always translates to increased revenue.
An automated information request line works 24/7, takes no breaks or days off, is never sick and always has a cheerful voice. Our information lines can be interactive, linking directly through to the web to give information that is always up to date. Each service is designed with you in mind – we don’t do standard !
Using up staff time to fulfill simple tasks such as this is both expensive and wasteful when your peoples time is far better spent taking orders or bookings. Simple requests for information can easily be removed from the normal workload, freeing up staff to respond to important customer calls that do require human attention there and then. Not only will this service help you save money, but you'll reduce wait times and answer more calls without the need for any additional staff, such improvements in productivity have a tremendous effect on customer experience and that almost always translates to increased revenue.
An automated information request line works 24/7, takes no breaks or days off, is never sick and always has a cheerful voice. Our information lines can be interactive, linking directly through to the web to give information that is always up to date. Each service is designed with you in mind – we don’t do standard !
ORDER TAKING
Staffing is the largest single cost to most businesses. Whilst its vital to have specialist staff available to help deal with complex orders, many simple / repeat orders, particularly those placed by account holding customers, can be dealt with easily using an automated telephone ordering system. The key benefits of automated ordering include;Open 24 hoursAlways Available Multiple simultaneous ordersLow cost per orderSafe & Secure No training required No supervision required Won't get poached by a competitor
Each of our order taking solutions is customized for your requirements, and can include golden customer interaction, repeat order recognition and has detailed management information to allow you to always keep abreast of the interactions through the system. We can even build in a voice form to allow your customers to tell you how they feel !!
Talk to one of the team about how we could automate your order taking on 0845 456 1500
TELE-TICKETING
Engaged lines, long queues, missed calls...these can all be a thing of the past with our automated tele-ticketing application which enables organisations large or small to sell tickets to their events 24 hours a day 7 days a week.
Many events go ahead with large numbers of unsold tickets simply because event holders do not have sufficient staff or telecoms resource to answer the mad rush of calls generated in often a very small amount of time. Many callers will only try once and there is a limit to the amount of time someone is prepared to wait in a telephone queuing system.
Our services are truly scaleable to meet the needs of any organisation, and can easily manage multiple events, varying ticket prices and even preferred seating arrangements. These services are available for any enterprise hosting any event with 100 or more tickets to sell.
Many events go ahead with large numbers of unsold tickets simply because event holders do not have sufficient staff or telecoms resource to answer the mad rush of calls generated in often a very small amount of time. Many callers will only try once and there is a limit to the amount of time someone is prepared to wait in a telephone queuing system.
Our services are truly scaleable to meet the needs of any organisation, and can easily manage multiple events, varying ticket prices and even preferred seating arrangements. These services are available for any enterprise hosting any event with 100 or more tickets to sell.
Call us to discuss the detail of your specific requirements on 0845 456 1500 and allow us to help you put up the ‘sold out’ sign.
PAYMENT COLLECTION
We can either use your own merchant account, or set up a payment collection process from scratch for you, either way secure payments can be processed for you 24 hours a day, 7 days a week.
Live bookings and orders are notified to your secure website account, with email / text alert option so that you can track orders as they come in even if you are on the move.
Live bookings and orders are notified to your secure website account, with email / text alert option so that you can track orders as they come in even if you are on the move.
We can take one off, or regular payments from your customers, with account balances given as standard. We can automate the communication with your customers also, sending texts or emails to remind them of payments dates as well as using outbound calls to manage debt collection and other routine communication.
Link our automated payment collection services with our range of ordering and ticketing facilities and you have a family of world beating solutions working for you. Call us on 0845 456 1500.
DEBT COLLECTION
Our automated outbound debt collection facility enables you to chase debts repeatedly until they are paid up, reducing your debt burden without paying a fortune to do so!
Using reverse IVR technology, we place an automated call to customers on your debtors list, an automated script is read out to them and the customer is encouraged to make a card payment there and then, with optional break out to live agent.
This service can also be applied to inbound callers, where the caller's number is recognised as belonging to a customer with payment outstanding, they can be passed straight to the automated payment facility or to your credit control department prior to being connected to their required destination.
Using reverse IVR technology, we place an automated call to customers on your debtors list, an automated script is read out to them and the customer is encouraged to make a card payment there and then, with optional break out to live agent.
This service can also be applied to inbound callers, where the caller's number is recognised as belonging to a customer with payment outstanding, they can be passed straight to the automated payment facility or to your credit control department prior to being connected to their required destination.
We ensure that all regulations are adhered to and we are able to advise you on the best way to decrease your debt while increasing your customer satisfaction.
CUSTOMER SATISFACTION
"Today's customers call the shots. They no longer have expectations - they have demands...and if you don't meet the demands, they will find another supplier that does"Understanding customer requirements is vital for business success and understanding the customer's perception of their experience is vital for customer loyalty, repeat business and potentially increased spend.
Customers who feedback are valuable and should be encouraged at every opportunity. Identifying staff who fail to meet customer expectations is critical so that gaps in training can be addressed.
Customers who feedback are valuable and should be encouraged at every opportunity. Identifying staff who fail to meet customer expectations is critical so that gaps in training can be addressed.
Our automated Customer Satisfaction Surveys give you the information you need, both in terms of scoring your performance as well giving you a structured means to allow your callers to tell you how they feel. We can even route each call depending on the scores given, allowing you to deal with unhappy customers there and then, or rewarding customers who think you are great!
To listen to an example of our service, call 0844 481 7880. Alternatively, ring us on 0845 456 1500 and let us tell you more, including how some of our clients have saved over 75% of their survey budget while achieving more than 70% completed survey rates. You’ll be very glad you did.
COMPLAINT HANDLING
Imagine this: A customer walks out of your shop or office upset about the service they have received. On the window outside they see a number to call. They call and tell you about their experience. You have invaluable feedback and a chance to save your customer before they turn to a competitor. Or a customer is having lunch in your restaurant. A card on the table invites a call to a complaints and compliments service. The customer calls to tell you how good their experience was. You send them a 'recommend a friend' voucher for their next visit.
Successful companies are those who listen to their customer’s complaints and compliments and then act on them. We can build an automated complaints line for your business that will give your customers 24 hour access to providing feedback that can help your business grow. Freed from the pressure of talking to an agent, customers are happier to give you the true extent of their feelings and they do not have to wait in a queue to do so!
We provide you with reporting and analyzing tools to help you get the most out of the system – we can even arrange to transcribe the complaints so you don’t have to listen to every recording – all at very very competitive pricing.
Give your customers the chance to speak – call Performance Telecom on 0845 456 1500
AUDIO TRANSCRIPTION
Regardless of the task Performance Telecom offer an unrivalled transcription service for turnaround and cost. We use the power of the web to deliver transcribed files to you ready to be downloaded and fulfilled.
With multiple methods of file creation and submission we are able to offer fast turnaround of simple or complex tasks with varying levels of security protection and encryption, with the added benefit of secure archive of transcribed audio files held within your account for immediate access and guaranteed availability.
With multiple methods of file creation and submission we are able to offer fast turnaround of simple or complex tasks with varying levels of security protection and encryption, with the added benefit of secure archive of transcribed audio files held within your account for immediate access and guaranteed availability.
We can include transcription services in all of our automated solutions, including customer satisfaction and complaint lines where customers can tell you about their experiences and also order lines, where we can transcribe information straight to your database, allowing automated ordering and ticketing to be extended to all customers and so giving rise to cost effective telephone transactions of all types.
Transcription requirements vary greatly so please discuss your needs with us initially by calling 0845 456 1500 or complete the enquiry form below and we'll call you.
Transcription requirements vary greatly so please discuss your needs with us initially by calling 0845 456 1500 or complete the enquiry form below and we'll call you.