Communications & Contact Centre
What does today’s Contact Centre look like and how does this differ from the call centre of just a decade ago?
The now outdated 1990’s call centre model, that focused exclusively on the use of the telephone as a contact medium has seen its day. With today’s proliferation of contact channels and 24/7 ‘always on’ cultural, social and technological norms, call centres have had to adapt.
State-of-the-art contact centres use bleeding-edge technology and a global presence to be ever present, ever-available and everywhere, across time zones, territories and technologies. Our contact centre provision is a blend of in-house and extensively vetted, closely monitored, partner centres who share our values of efficiency, service-excellence and strategic development. Our unique global alliance enables us to serve every need, at every time, in most locations.
Our flagship, in-house, UK-based, 200 seat contact centre in Scotland, sits at the heart of our contact centre solutions and is primarily consumer-centric in its focus. Additional UK presence is provided via our sophisticated b2b-centric contact centre solutions based in Hampshire & Bristol, while omni-channel Customer Experience (CX) resourcing is provided globally with centres across the UK, US & Canada, India, Jamaica, the Philippines & Dubai. Same-day direct mail integration and print communications are managed from our mail-shop in south west England, whilst digital messaging is managed from HQ in London, with co-location & server redundancy in France & Germany for resilience and performance.
Our call centre resourcing team can help you understand your options and implement the highest-quality, multi-channel voice or digital campaign or service provision for your needs, however large or small your business or requirement may be. Contact us today, to start the journey.
Getting the most from your ‘Marketing Mix’
Getting the ‘Marketing Mix’ right isn’t easy, as we all know. Countless options, time- and attention-poor consumers and business decision-makers, makes an already difficult task harder still. Business-to-Business (B2B) direct marketers are having to engage an ever more savvy decision-maker, who are increasingly protected by gatekeepers & gate-keeping technology, to keep you at arms-length, or who are protective of their time to such a degree, that they are unwilling or unable to talk to you over the telephone. Business-to-Consumer (B2C) marketeers on the other hand, have the challenging and unenviable task of breaking through the noise to reach an ever-more unwilling and uninterested general public, especially millennials, unless you communicate with them on their terms. Coupled to all of this challenge, the relentless pace of technological and socio-political change and more heightened competition in most sectors than ever previous, results in direct marketing being harder today than ever before.
Other ways we can help
Learn more about our other 7 service areas
Our World-Class service scope is encapsulated in the Service Octagon
PMG’s 8-sided Service Octagon represents the primary areas of our experience; however these service themes do not operate in isolation. More often than not, our clients ‘pick and mix’ the precise selection of business development and marketing services, which, when combined, admirably solve the specific marketing and growth challenges they are faced with at that time.
As requirements and business hurdles change over time, the vast array of expertise within the Service Octagon is always available to assist our clients and partners deliver service excellence and customer experiences that exceed expectations, as well as, phenomenal business growth.