Services - Call Center Outsourcing
Reward your customers with excellent service.
Whether your business requires a service provider that can answer your customers’ everyday questions or one that can deliver account administration and billing services, PAI has the knowledge, experience, and expertise to do the job. Since 1991, we’ve been on the front line, handling customer service responsibilities in industries such as technology, manufacturing, biotechnology, education, pharmaceutical, financial, construction, consulting, government, and retail services.
PAI works closely with your business during the initial consultation and implementation phases to ensure you’ll receive a customized solution that fits your company’s unique requirements, objectives, and cycles. By using our services, your business will benefit from higher customer satisfaction levels – and increased cost efficiency – leading to greater customer acquisition and retention rates, and a more profitable environment.
PAI essentially acts as an extension of your company. As our partnership develops, we’ll suggest ways to refine our service, or recommend other ala-carte services to enhance your business. Once you see first-hand the advantages of using an outsourced call center provider, you’ll better understand how to leverage our offerings.
Services - Help Desk Outsourcing
Business – it’s a game of cost versus benefit.
As the Help Desk industry becomes increasingly commoditized, vendors are quietly scaling back on features, taking shortcuts, and not delivering on promised service levels. It’s all in an effort to cut costs and win contracts by being the lowest bidder.
PAI believes in a better approach.
Through nearly two decades of experience and innovation, we’ve found the way to keep costs low, while still providing advanced features, high-touch customer service, and constant flexibility. In short, we deliver complete services with the value that outsourcing promises.
How do we do it?
By combining the right mix of people, technology, creativity, adaptability, and dedication. It’s not a simple process. But, PAI understands how an IT help desk can - and should - be run, and the difference superb customer service and technical support means to a business.
When you’re looking for an outsourced tech support provider, you don’t just need a low price. You need a business partner that delivers outstanding service, and is committed to your company’s success.
Let the experts at PAI take control of your help desk services for you, freeing your business from the financial inefficiency and responsibility of maintaining this service, while allowing your company to focus on what it does best.
Services - Tech Support Outsourcing
Turn your Tech Support Desk into a profit center.
Most businesses view their technical support department strictly as a cost center that’s overrun by end-user requests, and expect little in the way of revenue enhancement from the department.
However, a dynamic tech support help desk can provide enormous benefits, including increased efficiency, productivity, and profits. PAI’s innovative approach to technology support services gives you access to the people, tools, and optimized support functions to make this happen.
For nearly 20 years, PAI has provided call center outsourcing and technical support to clients in diverse industries with a broad range of products and services. We expertly handle all types of requests - from general diagnostics to proprietary applications support - in a professional, prompt, and accurate manner. And, we do it for a fraction of the in-house cost.
PAI will work closely with you to design and implement a help desk solution that fits your needs – and your budget. Your company will be the beneficiary of a team of qualified technicians, world-class call center services, and proven support processes that will elevate your technical support efficiency and productivity levels, and help you rediscover what a support department can achieve.
PAI essentially acts as an extension of your company. As our partnership develops, we’ll suggest ways to refine our service, or recommend other ala-carte services to enhance your business. Once you see first-hand the advantages of using an outsourced help desk provider, you’ll better understand how to leverage our offerings.
Options - Pricing: Open-Book
For our dedicated staff services PAI offers an “Open-Book” pricing model that features a cost-plus pricing model. With this pricing model we will work together to target the correct salary ranges for desired call center staff and skillset. We then disclose our cost rates for Management, Overhead, and Employment costs; and apply a reasonable profit rate. With our open-book price model all costs are transparent and reasonable. This models provides the greatest access and control over your customer service budget as you understand clearly what costs are associated with call center staffing.
Options - Staffing: Dedicated
PAI takes a consultative approach with clients, directing companies to the most appropriate solution based on their needs and objectives.
Our Dedicated Staff option is for clients that require a help desk team exclusively devoted to their account. This option brings the highest level of expertise across the team, and is suitable for clients with complex issues and challenges.
Combining this option with our Shared Staff option for call center overflow or after-hours support can result in a cost-effective, scalable solution that still provides the skill sets necessary to meet the most demanding situations.
Options - Tools: Workflow & Tracking
PAI understands the importance of providing timely metrics and related reports to clients. Our RHESolution help desk system is an advanced, Web-based help desk software program that gives our clients access to critical information around the clock at no additional cost.
With RHESolution, clients receive:
• Accurate recording and tracking of all inbound call center activity and outbound calls and events.
• Extensive statistical reporting of any issue tracked in the system.
• A client-specific knowledge base that grows with each ticket.
• Seamless escalation of call center tickets to any location around the world.
• A customizable, robust scripting tool that can be defined, populated, and managed to ensure superior consistency, even when following complex processes.
Options - Workforce: On-Site
Some clients require a staffing presence on company property. PAI strategizes with these companies to determine their help desk and call center needs and service objectives, and then assembles a customer support team that will meet them. Our proprietary call processes and help desk tools can be successfully used in almost any environment.
Options - Workforce: Telecommuter
Our Telecommuter Workforce option gives clients access to our pool of established, well-educated professionals who desire to work out of their home office. By employing VoIP technology and other state-of-the-art remote workforce tools, clients can benefit from the expertise of workers located throughout the country. This option is particularly appropriate for clients requiring customer service and technical support staff with a specialized skill set.