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.