Q: What's the difference between a help desk, a call center, and a dispatch service?

A: 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. A dispatch service requires its Customer Service Representatives (CSR) 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 lifecycle of the service request?

A: That depends on the service package you choose. When you choose the full service package called "The Works", PDS will 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.

Q: Why should I "re-source" my call center needs 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 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 re-source it to PDS?

A: Not at all. That is the essential difference between re-sourcing and outsourcing. 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.

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 covers 7 major categories, 14 subcategories, and 78 first tier, 105 second tier, and 14 third tier questions. We will find the best ways possible to provide you with solutions.

Q: How do I get from where I am now to where PDS is my call center?

A: Once your needs have been identified and a contract has been signed, PDS will begin the transition / implementation phase. We will gather the data we need to populate our system, develop processes, prepare and produce a manual for the CSRs for your business, train those CSRs in your business, test the data and training, and then we "go live". This is a 60 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 my company's business needs change to the extent that I need to change some things 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.