Used by some of the world’s leading businesses, PRC’s Customer Relationship Management (CRM) Solutions offer the scope and depth of insight you need to effectively manage your consumer contacts, enhance customer satisfaction and strengthen brand loyalty.
At the core of our CRM Solutions is PRC-CRM™, a proprietary suite of next-generation applications that integrates all customer contact channels – including inbound voice, outbound voice, CTI, email, chat, white mail and fulfillment – into one central point of contact. With PRC-CRM, agents can effectively manage large volumes of both inbound and outbound calls as well as other customer touch points, giving you a single view into the customer relationship.
Supreme Scalability
Avoid High IT Customization Costs with Our Flexible, Modular CRM DesignPRC understands the value of tailoring software solutions to the specific needs of our clients while keeping customization costs down. With PRC’s Customer Relationship Management Solution, changes are just a click away. The out-of-the-box configuration of PRC-CRM’s control panel makes customization of the application as simple as “select and save,” allowing you to be up and running in no time.
Simplified Scripting Capabilities
Create, Edit, and Manage Scripts without Relying on Technical StaffWorkflow V3, a powerful yet easy-to-use scripting tool, brings together all scripts and workflow within the PRC-CRM environment. It allows your program managers and scriptwriters to create, edit and manage complicated scripts with immediate turnaround – and without depending on costly development staff. The intuitive graphical user interface includes easy-to-use features like Drag-and-Drop, Preview and Script Activation Scheduling. Simple navigation and ready-to-read customized scripts help agents handle calls faster and more effectively.
Advanced CRM Web Reporting Technologies
Get the Insights Needed to Drive Performance throughout the DayPRC believes that operational excellence can only be achieved through real-time access and analysis of operational and statistical data. PRC QlikView, a real-time analytic reporting tool within our CRM Solutions toolbox, imports customer data from multiple disparate systems. It then provides a multitude of standard and customized operational statistical reports with drill-down capabilities, allowing you to assess performance by Team Manager and by Agent in a single dashboard view. Your Operations Management team can then use this data to drive performance throughout the day.
Powerful CRM Case Management Tools
Integrate Customer Information Across All Communication Channels
PRC’s Computer Telephony Integration (CTI) works with PRC-CRM to reduce call-handling time by minimizing the need for research, resulting in identifiable time and cost savings along with increased customer satisfaction. Incorporating easy-to-use case management tools, including agent assignment and queue management, this powerful customer relationship management module integrates contact information across all communication channels. Whether the customer contact comes via email, inbound telephone call or any other channel, complete customer history and contact information is just a click away, appearing on the agent’s desktop in a pop-up screen.
The PRC-CRM web client also features standard call controls – such as Answer, Hold, End and Transfer – for effective response to customer inquiries, while easy system maintenance gives administrators flexibility in creating and maintaining queues, statuses and other case aspects.
CRM Survey SolutionsUsing PRC’s CRM customer satisfaction survey software, you can capture feedback for those who call and speak with a live customer service agent over the phone. When you're measuring the satisfaction of customers who have contacted PRC, CRM surveys can be customized to meet your company's specific needs.
At the completion of a transaction, Survey Solutions allow you to immediately ask a customer their opinion of your product, your service and your company. These CRM surveys can be generated, prioritized and executed based on a variety of customized criteria.
Comprehensive Knowledge Management System
Address Customer Questions and Resolve Issues Quickly
The PRC FAQ Standard Edition, a powerful knowledge management system, works in conjunction with PRC-CRM to quickly resolve customer issues and reduce overhead costs. This module increases productivity by recording and managing data in a central repository for information sharing, allowing users to focus on client needs and support internal communication within the same application.
PRC FAQ’s modular configuration promotes quick implementation and flexible tailoring to specific needs while reducing IT costs. Any user with appropriate security access can add questions, answers, relationships and assets to the relational database, and call center agents can retrieve information to be used for knowledge transfer and communication. The easy-to-use web interface allows users to perform searches based on keywords, categories or groupings and sort results by frequency view-count record or date published. Universal Exchange Table functionality enables quick program implementation by supporting a robust import/export engine that accepts a variety of data formats. The program can also expand to include additional languages.
Learn More about Our CRM Solutions – Contact PRC Today
PRC offers a range of Customer Relationship Management Solutions, customizable to fit your unique needs. 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).
