Contact Center Solutions
Contact Center Solutions
Peckham recognizes that outsourcing contact center services is a tremendous responsibility because of the impact the right support has on a positive brand experience.
Our Contact Center Solutions division handles over 9 million interactions a year, ranging from simple end-user questions to front line ticket ownership of highly technical issues. Our Tier-1 IT Help Desk provides workstation, laptop, and mobile support; and our A+ certified staff is supervised by skilled personnel with years of experience in supporting end users. We focus on offering customizable solutions that drive greater customer satisfaction, improve processes, and optimize support cost structures.
Customizable Services
- Pre and post-sales support services
- IT Helpdesk support services
- Omni-channel contact capabilities
- Customizable and scalable infrastructure, including AI
Peckham delivers high level contact center services through a socially responsible business model. Our services are enhanced by our technology, and our ability to either procure or customize our technology to fit the needs of our customers' Contact Center System. Services include:
- Avaya Aura
- Genesys Telecommunications
- Twilio
- Workforce Optimization: Calabrio
- Internal Resources: Staff engineers and IT resources for integration and development
- Security and Compliance
Industry Average: 66%
Industry Average: 66%
Industry Average FCR Rate: 70%
CUSTOMER EXPERIENCE AND YOUR BRAND
Your Brand, Nurtured.
A brand’s reputation is essential to the success of any business. At Peckham we take ownership in protecting and nurturing the brand experience strategy of our clients.
Our methodology is all about investing in the human experience. Our approach is both highly personal and highly technical, partnering technology with the expertise of real human beings who treat your customer as their own.
Our U.S. based Contact Center Solutions puts extraordinary people in place to deliver exceptional support experiences. If you’re looking for a driven, socially conscious contact center that provides human-centric service, our team will be on call – whenever you need us.
Our bi-lingual agents are equipped to tackle issues from simple end-user questions, to highly advanced technical problems, all while providing an unparalleled service experience to the end customer.
Satisfaction
Rating
Peckham consistently delivers on key performance metrics for our clients, including a nearly 95% customer satisfaction rating - 30% higher than the industry average.
Our company-wide quality assurance program ensures we focus on quality customer care. Our staff qualifications and experience include Six Sigma, Lean Principles, Problem Solving Methodologies, Quality Tools, Statistical Techniques, Continuous Improvement, and Supplier Development methodologies.
We maintain ISO-9001:2015 certification to ensure we meet the highest quality standards in the industry.