Agents can learn how to navigate their way around the screen and use the software to its fullest potential. The logistics services PC ServiceSource provide include sourcing and distributing spare parts, inventory management, warranty claims processing and parts remanufacturing. The largest distributor of parts used for PC repair in North America, PC ServiceSource distributes over 240,000 different parts to over 20,000 service providers annually. The company has designed a sophisticated call center and assembled a high-quality, professional staff, including 175 agents. The center combines an advanced phone and data network with one-call resolution by their sales service representatives.
Agents handle inbound dedicated account, sales, customer service and credit calls.
On average, the center receives 9,000-10,000 calls per day. The majority of the calls are inbound sales calls for computer parts for the OEMs the center supports. The Training Focus PC ServiceSource uses customer interaction recording software to coach and train its 175 sales service representatives. The result of the training is not only improved customer service to its outsourcing partners, but also consistent growth in selling PC and printer parts. The call center s previous training methods were outdated.