About PRC

People, Process, and Technology

In the delivery of our call center services, PRC relies upon superior People, Processes, and Technology to help you realize the maximum return on your customer investment.  Our teleservices professionals, selectively recruited and highly trained in their specialty, are supported by a seasoned management team ready to provide coaching and analysis on the industries which they support.  PRC’s commitment to quality in every aspect of our business is fundamental to the successful client partnerships we have enjoyed for over 25 years.

• Our People – Our comprehensive call center recruitment, training and retention methods have resulted in a world-class team of teleservices professionals.
• Our Technology – Our robust IT infrastructure offers state-of-the-art teleservices capabilities that help you save time and reduce costs while delivering a standout customer experience.
• Our Process – PRC has invested many years in developing a set of processes that drive a significant return for our clients.

Longevity within the teleservices industry cannot be gained without the support of a dedicated and experienced team.  From the executive level to administrative staff, PRC’s comprehensive recruitment, training and retention methods have resulted in a body of professionals that is second to none within our market space.

Recruitment
PRC call centers employ 9,000 associates across the world.  Our turnover rates are among the lowest in the industry (less than 5% marginally system-wide)—a direct result of PRC's very selective recruitment and hiring processes.  Our commitment to recruiting quality talent ensures our ability to deliver a high ROI and a lifetime of brand value for our clients. 

Utilizing methodical hiring practices combined with advanced profiling tools, PRC has the ability to rapidly screen and accept premier teleservices industry talent for even the most complex client programs.   

Candidate Acquisition

• Multimedia talent marketing
• Professionally branded talent marketing campaigns and materials
• Local recruitment offices at each call center
• Employee referral program

Interview and Screen

• Job-based custom teleservices agent profiling
• Computer-based behavioral and skills testing
• Multi-tiered interview process
• Multiple person interview process

Hiring

• Only 1 in 10 applicants hired
• Above-average total compensation package
• Client-specific incentive programs

Teleservices Training

• PRC’s Agent Training Program is designed around the specific components of the transactions the call center agent will be handling.  We collaborate with your team to create training, testing and quality assurance materials that will be used throughout the teleservices program.

Standardized Training Modules

• Instructor-led teleservices best practice modules in customer service basics, relationship building, sales skills
• CBT (Computer-Based Training) modules for compliance training, e.g. Aux Code usage

Practical Learning

• Training rooms which simulate call center environment
• On-the-Job Training (OJT) or Nesting Academy to transition from classroom to production
• Role-play exercises that have real-life applications

Performance “Nesting” Academy

• Designed with key critical success factors
• Daily performance review and certification
• Dedicated support resources

Continuous Training

• New product or service information readily distributed
• Refresher training given on specific knowledge or competency
• Teleservices skills enhancement training conducted based on quality trends

Retention
At PRC, we value our people, their hard work, and their dedication to our company. That’s why our multi-faceted retention practices begin the moment a newly hired associate walks through our call center doors. PRC is committed to giving our professionals the tools they need to succeed while providing a teleservices career path that is rewarding and satisfying. 

PRC’s retention practices include:  

• Open Communication/Open Door Policy
• Team Manager Feedback Forms
• Focus Groups
• Spirit Committee/PRC Community Care
• Education through PRC University
• Tuition Reimbursement
• Career Development/Career Path Coaching
• Over 70% of PRC management team promoted from within

OUR PROCESSES

Over the last quarter-century, PRC has developed and refined a proven set of processes designed to help you operate more efficiently and build valuable, long-term customer connections.  Our call center teams deliver what we call the “Voice of the Customer” for our clients, a process that is focused on the following: 

• Listening for and analyzing customer trends while building brand favorability within every communication
• Studying your business to ensure they become a seamless extension of your operations
• Providing consistently friendly, courteous and knowledgeable support to your customers at every point of contact

Teleservices Program Execution
PRC’s Program Execution process encourages close collaboration between our call center teams and our clients to ensure that all criteria for success are followed.  We have found, time and time again, that the execution of proven, repeatable processes results in a superior customer experience.

Teleservices Program Review and Analysis

• Complete industry analysis
• Define learning curves
• Identify milestones and timelines

Team-Building Approach (using Drexler/Sibbert performance modeling)

• Identify core competencies of successful leaders and teams
• Establish benchmarks
• Use competencies to evaluate performance
• Hire leaders that posses core competencies
• Partner new team leaders with tenured team leaders
• Establish teleservices program team
• Communicate expectations

Performance Academy

• Ensure all call center agents meet production requirements
• Minimum of 2 weeks of intense quality focus
• Daily review of performance and comparison to academy goals 
• Additional certification process

Goal Attainment

• Sales verification process utilizing CRM/NICE
• Utilize PRC Analytics in daily teleservices performance meetings with COO, Actual vs. goal
• Measure performance against critical success factors
• Create actionable items plan to help enable call center agents to meet goals

Best Practices

• Repository of teleservices best practices documentation
• Trial data
• Actual vs. goal
• Lessons learned nesting process-focus on quality of agents
• Nightly operational round-table with COO
• Site/program/team stats analysis
• Review of successes/opportunities
• Knowledge share

Performance Management

PRC’s best-in-class processes include a detailed evaluation of the metrics that contribute to an outstanding customer experience.  Our PRC Analytics tool enables proactive teleservices performance management by providing all levels of information to users. 

Scorecard Management System

Implemented at numerous levels of management, from Senior-level to Team Manager 

Enterprise-Level Reports

Display trends for each client in every facet, including:

• Systems
• Recruiting
• Training
• Operations management
• Account management
• Quality leadership

Analysis

• Teleservices performance measurement from top-to-bottom
• Monitors KPIs and client-specific drivers
• Actionable data intelligence

Continuous Improvements
PRC’s basic methodology for continuous improvement in the delivery of our call center services consists of the following five steps: 

Define:

• Define goals consistent with both customer demands and business strategy. PRC works with you to understand these goals, such as membership renewals or subscription sales.
• Create a roadmap for accomplishment. The PRC Management team works with you to create and track goals and milestones in your teleservices program.

Measure:

• Collect relevant base-level data through the use of PRC Analytics.
• Create accurate base measurements.  Measurements and relevant data must identify accurate and measurable basis for future comparison.

Analyze:

• Ensure that all factors have been considered.
• Determine relationships and factors which are causing any deviations from process following or from meeting your teleservices program goals.

Improve:

• Make improvements for optimizing your processes based on measurements and analysis.
• Ensure defects are lowered and processes are streamlined.

Control:

• Develop preventative controls for quality assurance.
• Identify variances and take corrective action before issues occur.
• Define and adhere to continuous improvement process and timelines for frequent review.

OUR TECHNOLOGY

PRC has built a robust call center IT (Information Technology) infrastructure to serve its client base, one that provides state-of-the-art functionality and applications that expand your options and optimize your return on customer investment. We have made significant investments in “Tier 1” technology to provide a stable and highly available teleservices platform that virtually eliminates downtime and disruptions in service, including:  

• Oracle Database Management System
• Avaya VoIP enabled 8710 platform
• JAVA, ASP, Visual Basic
• Proprietary CRM platform
• Sun Enterprise Server Environment
• Dell

In addition, PRC has a 24/7 Network Operations Center that monitors our entire network, including carrier, data and application layers, ensuring that any issues that do arise during your teleservices program are immediately addressed and resolved. 

Learn More About Our Contact Management Solutions – Contact PRC Today

PRC’s outsourced contact management and call center services can be customized to fit the specific needs of your business. For more information on how we can help you maximize the value of your customer relationships, please contact us at 888-CALL-PRC (888-225-5772).