Major increase in demand for Pageboy

Communications are key to success in business, but this does not make them a core activity of most companies.

Many successful businesses are finding that they can save significant amounts of time and money by outsourcing significant parts of their communications functions to an outsource partner – which explains why Pageboy Contact Centre has seen a huge increase in demand for its range of outsourced office functions.

Pageboy, which was established in 1972, offers a comprehensive suite of communications solutions, including telephone reception, virtual office, call management, support desk services and emergency response services. It can handle both inbound and outbound calls on behalf of its clients, and its technology allows its agents to seamlessly assume the mantle of its client companies, so the person on the other end of the phone never needs to know that he or she is talking to a Pageboy employee. "We offer the same standard of service across the board, no matter who the client is," said Ken Colley, managing director of Pageboy Contact Centre.

"So if additional training is required for our agents to communicate effectively on behalf of a client, then they will get that training." Key to maintaining these high standards is the software which is employed by Pageboy Contact Centre, which has been developed by the company itself. This ensures that the right information is automatically sent to the desktop of the agent in question, so that they can answer any questions as if they wereworking directly for the client company. "We were probably one of the first call/contact centres in Europe to provide a personalised, continuous, 24-hour, 365-days-a-year service," said Colley. "The quality of our service is evident by the number of years our clients have been using our service. Many of our clients have been with us since the 1970s, and we have a very high level of repeat business." Pageboy’s client list is testament to the quality of the work carried out in its contact centre. For example, it handles customer service issues on behalf of 12 alarm companies, 15 property management companies, and it has over 90 per cent of the lift market. In addition, technology giant Siemens has been a Pageboy customer for more than 36 years. In terms of services provided, Pageboy’s basic offering is a simple telephone answering service - but even this could save companies significant amounts of money. For example, by outsourcing its telephone answering function, a company could be saving €25,000 per annum - the average salary of a receptionist.

However, by outsourcing more sophisticated communications services, companies could save themselves far more. Pageboy Contact Centre can provide sales, orders or technical support as required by its clients - and every outsourced function can lead to significant savings, which is a crucial benefit in these straitened business times. "The necessary information is accessed on-screen by our staff, allowing them to give accurate prices or targeted advice to the caller," said Colley. "Again, the client can make savings of 70 per cent or more by outsourcing this service to us. "Despite the fact that Pageboy Contact Centre has experienced a significant increase in the number of clients using its services in recent times, Colley said that there was some way to go before everybody was convinced that communications - especially elements such as sales or customer service - could be outsourced. "We can demonstrate to people that they will be getting at least the same levels of service that they would be getting in-house, and at cheaper prices," he said. "But some people are still dubious. This is why we ask them to come to us and see for themselves how our systems work. Nine out of ten businesses which visit us will leave convinced."

Indeed, given its combination of a forward-thinking approach, attention to detail and great people skills, Colley said he was confident that Pageboy Contact Centre was setting the benchmark for the highest possible standards in customer contact support in Ireland. "We invest in our people and technology, to ensure we provide a professional and quality service," he said. "We are also able to offer an extensive array of services that can be tailored to each client’s specific requirements. We give a commitment to provide a reliable, high quality service combined with a full understanding that we are representing your company in a confidential manner when dealing with your customers."

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