Call Centre Services
Customer Feedback / Complaint Handling (phone & email)
Dealing with complaints is never an ideal situation, but we see a complaint call or email as an opportunity to leave a customer with the assurance and confidence that their issues will be dealt with. Having PDL manage and streamline your client concerns will ensure that your customers are being taken care of effectively and in a positive manner. Tailor that feedback with follow up such as gift cards, letters, or personalized emails from your executives.
EResponse / Email Management
Email has made it easy, quick and efficient for customers to get what they need online. PDL can implement an alert system to help manage your emails (whether you receive ten or ten thousand a day) with an appropriate response that keeps your customers happy; it makes a difference when online client inquiries receive an immediate response.
Web On-call Scheduler
Web on-call scheduler provides our clients with the flexibility to manage/edit time and date specific on-call schedules online. This anytime/anywhere access means your on-call schedule is up-to-date based on your changing needs.
On-call Scheduler
On-call scheduler provides our clients with the ability to update time specific on-call databases with the assistance of an agent.
Automated Outbound Calling and Call Out Program (ACG)
Getting a message out to thousands of people, whether in an emergency situation or sending confidential information, can be very cost-effective and efficient with PDL’s ACG Program. Many political candidates have successfully used this program to connect with constituents, many municipalities for emergency coverage, and many CEOs send personal messages to their employees using this service.
Interactive Voice Response (IVR) and Voicemail Services
Our portfolio of services also offers IVR solutions. If you feel a live response is not required, we can program a solution that incorporates IVR and voicemail capture programs. This is a fabulous, cost-effective alternative to live answer programs.
Live Chat, Web Call-Back and Web Push
Although the Internet has become a major resource for buyer inquiries, many customers still like to connect with a live representative if they have questions or concerns. PDL offers web programs that will allow your customers to instantly chat or connect to a live agent with just one click – increasing the conversion percentage of those browsing and those buying.
Multilingual Services (English, French or Spanish) and Language Interpretation Services
We live in a globalized world, and thanks to the reach of the Internet, your customers can find your website and then call from anywhere in the world. Be ready with multilingual agents to compliment your products and services.
Order Taking and Payment Processing
The cost of running an in-house order entry desk can be very high. PDL offers a comprehensive customized solution for all your order entry requirements including payment processing. PDL can connect to your online order processing systems as well, giving callers peace of mind and assisting them through to order completion.
A live answer always create an environment of trust during order processing and allows for additional information about buyer habits. PDL can also monitor source coding and advise what marketing programs are working best for your products or services. PDL offers true value and a cost effective alternative for all your order entry needs.
Survey Design and Response Centre
Customer feedback is the key to the retention and satisfaction of your client base. PDL offers survey design and implementation that will allow you to get the necessary information to keep your clients happy. Surveys can also be used to generate referrals and increase your business. Our custom reports will provide you with easy-to-see data to help you with your company’s overall growth strategies.
Database Management
Accurate database management is a must for your business. PDL will maintain your database with up-to-date information, ensuring you and your employees have the most current information at your fingertips. Database management is a labour intensive task that can take up valuable employee time – PDL can maintain your information at a fraction of the cost of comparable in-house solutions.