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Positive customer care experiences that inspire brand loyalty.

CUSTOMER SERVICE

A positive, personalized customer care experience can make the difference between an abandoned cart and a lifelong customer.

Whether your customers need VIP beauty recommendations, want to track their eCommerce order or want to initiate a return, PFS has you covered. Our agents provide fast, friendly answers to the ever-recurring “Where is my order?” question, as well as nurture the customer relationship as a whole, driving repeat sales and serving as an indistinguishable extension of your brand’s culture.

As a leading BPO outsourcing provider, we offer a variety of customer service channels (chat, email, phone, chatbot, social, etc.), meeting your customers where they are for ultimate convenience. With remote agents and geographic-specific management located across the globe, we offer multilingual support that ensures an excellent customer experience using whatever language your customers require.

CONTACT CENTER SOLUTIONS

We create a seamless extension of your brand through our international, award-winning customer care.

Features:

  • Phone, email, live chat, social listening and chatbot support
  • DTC and B2B industry experience
  • Remote, onsite and hybrid agent support
  • Flexible staffing models: dedicated, shared and staff augmentation
  • Internationally located agents with multilingual agents
  • Brand-immersive training
  • Inbound and outbound contacts
  • Utilize your own agent tools or PFS’ customer service platform powered by Amazon Connect

CUSTOMER SERVICE PLATFORM

Our technology stack is powered by Amazon Connect’s cloud-based telephony system, which supports call monitoring, IVR, workforce management activities and more. Seamlessly integrated with PFS’ proprietary CRM, agents are equipped with access to the OMS for detailed customer information, real-time order status, workflows, the ability to handle customer appeasements and more. Bold360 chat, chatbot and email functionality, also fully integrated with the CRM, ensure you can support customers via their preferred channel.

Each component of the customer service platform can be implemented separately or as a packaged solution.

PFS Tech Stack

WORK-FROM-HOME AGENTS

Ensuring rapid scalability with access to the most qualified agents across the globe, PFS’ Work-from-Home (WFH) Agent solution provides a highly redundant customer care solution. Our WFH agents are empowered to provide responsive care across contact channels with access to our customer service platform.

Benefits:

  • Larger candidate pool expands hiring opportunities
  • Enhanced agent morale (measured through agent satisfaction surveys)
  • Increased productivity and reduced absenteeism

2020 HIGHLIGHTS

PFS Customer Care

2.3M

CALLS HANDLED
IN 2020

eMail

950K

EMAILS HANDLED
IN 2020

PFS Customer Chat

971K

CHATS HANDLED
IN 2020

PFS Customer Care

1M+

TOTAL CONTACTS
DURING Q4

PFS Customer Care

2.3M

CALLS HANDLED
IN 2020

eMail

950K

EMAILS HANDLED
IN 2020

PFS Customer Chat

971K

CHATS HANDLED
IN 2020

PFS Customer Care

1M+

TOTAL CONTACTS
DURING Q4

Dallas, TX

Dallas, Texas

Our largest contact center is located in a downtown high-rise building with dedicated training rooms, branded product displays and a modern, open-concept work environment.

Mexico City, Mexico

Mexico City, Mexico

With bilingual agents and time zone alignment with our Dallas location, our newest contact center benefits from a large labor pool and a modern facility with ample room for expansion.

Toronto, Ontario

Toronto, Ontario

Located in our Canadian headquarters, this center serves the entire Canadian market with multilingual customer care and can also provide overflow support for our US contact center.

Southampton, England

Southampton, England

Our Southampton contact center is located onsite at our UK distribution center, providing an enhanced element of collaboration between the two solution areas. Southampton also offers multilingual talent in support of UK and EU customers.

Engaging work environments inspire passionate support unique to your culture, values and products.

Why outsource your customer service operations?

It’s simple: scalability. In-house contact centers often struggle to keep up with contact volumes during peak periods. PFS offers the branded customer service typically seen only with in-house contact centers, plus the scalability to support fluctuating demand.

Need to augment your existing staff during busy periods? Want to develop a shared model that blends in-house and outsourced customer care? Or are you looking for highly branded, dedicated support? Whatever your needs, PFS can craft the ideal solution for your business. Beyond staffing scalability, our flexible solution also meets varied requirements for language and hours of operation, all while presenting a consistent, on-brand experience.

What channels and verticals does PFS have experience with?

We work with clients in an array of industry verticals, including health and beauty, consumer packaged goods, apparel, jewelry and more, through both DTC and B2B channels.

One of our specialties is providing product consultations based on your unique business requirements. Our highly customized solutions mean we can advise customers on the right beauty product for their skin type as well as work out unique payment terms for a dental practice ordering toothpaste samples. Learn more about the verticals we serve.

How do you recruit, train, and retain quality talent?

We believe that a memorable customer experience starts with friendly, knowledgeable agents who are passionate about your brand. We consult with you to create a hiring profile that represents your brand in exactly the way you want. You can participate as much or as little as you want during the hiring and training process, whether that means bringing in your own staff to train agents or simply providing your brand’s training materials and letting the PFS professionals take it from there.

We equip agents with the resources, incentives and competitive compensation they need in order to provide your customers with a positive, loyalty-inspiring interaction. This includes incentive programs for outstanding performance, ongoing training, an annual appreciation week and an engaging work environment that includes displays of our clients’ products.

What type of security and technology do you use in your contact centers?

Our contact centers require badge access and our systems are PCI Level 1, V3.2.1 compliant. We use an advanced customer service platform powered by Amazon Connect to manage our onsite and remote workforce, including forecasting activities, call routing, a proprietary CRM, secure IVR payments, call monitoring, AI-powered sentiment analysis and more.

Our proprietary CRM is fully integrated with the platform and empowers agents to provide personalized support with access to detailed customer account information via the order management system, as well as advanced functionality such as work-flows, contact dispositioning, customer appeasements and more

Why PFS?

Customer expectations have evolved beyond the limited capabilities of the one-size-fits-all call center. We understand you need a true partner you can trust to build positive relationships with your customers and drive revenue for the long term. Our agents are ambassadors for your brand with a solid understanding of your business goals and about a passion for helping you achieve them.

As an end-to-end eCommerce provider, we offer  expertise across the entire eCommerce lifecycle, giving us a unique perspective on effectively engaging customers and growing your brand through loyalty-inspiring customer experiences.

EXPLORE OUR OTHER SERVICES

Learn more about our carefully crafted offerings and extensive experience in the industry.

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