Technology
Aside from employees, technology is one of the most important factors to providing
quality service in the call center industry. PCN uses state-of-the-art technology
to stay ahead of the competition and deliver premium, cost-effective services. PCN
has invested heavily in web-based, computer-telephony technologies to make the
services faster and more efficient. The advanced technologies give PCN more
flexibility, so the services can be easily customized to meet your needs.
One of the software programs used at PCN is Amtelco’s patented Infinity system.
This powerful system gives PCN’s Customer Service Representatives (CSR) an advantage
over competitors. By making the CSR’s jobs more efficient, they have more time to
focus on providing consistent, quality service.
Another software system utilized by PCN is Amtelco’s eCreator. This system provides
PCN with the flexibility and freedom to create web-based agent scripts. The eCreator
system allows the CSRs to respond to callers and customer needs more effectively.
Technology is important. Equally important is being able to use the technology.
PCN’s Information Technology Manager is Microsoft certified. This allows PCN to
keep the network running smoothly and to proactively prevent any technological
glitches before they occur. The combination of advanced software and an educated
maintenance staff has a direct correlation to the premium service PCN offers clients.
Emergency Operations:
In order to meet the needs of our customers 24/7, 365 days a year, PCN has installed
battery back up as well as a natural gas generator to ensure systems are always up
and running.
Also, PCN keeps back-up of all account information at both of our 2 facilities (Inland
Empire and Orange County). This provides our clients with additional back-up in the
event of an emergency, thus ensuring no interruption in service.