Q: How do I know if I need a help desk, a call center, or a dispatch service?

• Help desks are answering services which seek to provide phone solutions for simple IT problems, customer account problems, etc.
• Call centers receive calls and then call someone else to solve the problem while recording the data from the call itself.
• Dispatch service requires its Customer Service Representatives (CSRs) to have knowledge about the customer's business as well as service experience and the ability to know when and when not to dispatch a service provider. A dispatch service can help avoid duplicate calls, vendor invoices for work covered under service contract or warranty, as well as generate preventative maintenance work orders on schedule, and much more.

Q: What is the level of PDS involvement through the life-cycle of the service request?

A: That depends on your needs. PDS is able to manage each and every request for service from the initial request, service contracts, warranties, complete customer satisfaction, closing of the work order, all the way to reporting. We can also handle minimal needs.

Q: Why should I outsource my call center to PDS?

A: You bring a wealth of knowledge and experience to your customers. We can do that for you as well. We are specialists in facility services and call center dispatching and can customize solutions that match the needs of your time-pressured, customer-centered, cost-driven environment.

Q: What if I have more than one call center?

A: Perfect - perhaps your call centers are now geographically dispersed to take advantage of lower-cost labor pools, extended hours of operation, or to reduce risk from storms and other natural disasters. Or perhaps you came to multiple call centers by virtue of a merger or corporate acquisition and are now faced with the problems inherent in using different platforms, equipment, and computer telephony integration. You are confronted with the challenge of consolidating data, call routing, and management reporting while having to remain competitive, improve customer service, and control costs.

PDS can help you appear centralized to your customers and accessible by a single toll-free number nationwide. We will give you better, centralized, management and control over call center operations, single reporting functions, and consistent performance standards.

Q: Will I "lose control" where the call center is involved, when I outsource it to PDS?

A: Not at all. That's the 'PDS Advantage'. You maintain control. We work closely with you and your business requirements to achieve seamless operational integration. This is part of what sets us apart in this industry.

Q: How does PDS determine what my business requirements are?

A: We will perform very comprehensive due diligence to determine how best to serve you. This process will find the best ways possible to provide you with solutions.

Q: How do I get there from here?

A: Once a contract has been signed, PDS will:

• Begin the transition / implementation phase
• Gather data to populate our system
• Develop processes
• Prepare and produce a manual for our CSRs for your business
• Train our CSRs in your business
• Test the data and CSR training
• Go live!

This is a 30 to 90 day process depending on the services we will be providing. During that time, you will continue to provide the services as you now perform them without any interruption caused by the transition effort.

Q: What if I ever need to change processes or procedures at the PDS call center?

A: We know that the only constant in business is change. We are very flexible and will gladly accommodate your needs as they evolve, with expediency.