A consistent commitment to our clients

A consistent commitment to our clients

Jul 09, 2020
Continuous improvement and first-class care are the foundations of everything we do at PHMG. 36,000 clients across the globe look to us for effective communication – and over the last few months, the need for clarity and reassurance has been stronger than ever. Through unprecedented demand and a new way of working, our talented teams have gone above and beyond to help clients connect with their callers, providing essential support for businesses worldwide. 
Investing in people
According to CNBC, one-third of companies are currently on a hiring freeze. However, we’re continuing recruitment to ensure we have the right support network in place for our clients. Now more than ever, businesses need extra information and guidance to overcome challenges – which is why we draw on more than 20 years’ experience in customer care to offer genuine, personal and reliable support. Our recruits – especially those in the newly created Account Director role – understand this from the moment they come on board, and devote themselves to cultivating strong client relationships.  
Tailoring to the territory
Different markets all have unique requirements, so it’s important to tailor a service to meet these demands. Our department is divided by territory to allow staff to adapt their approach, and develop the subtle nuances in service provision that really make the difference. By continually making improvements – and adding invaluable experience – to our Client Care teams, we ensure we always provide dedicated, round the clock support for our NA, UK and Australian clients. 
Creating a connection:
Our product facilitates intimate and compelling communication, and our team develops an equally powerful connection with their select base of clients. Every Account Manager makes it their mission to gain a thorough understanding of each business and their exclusive brand objectives. This sparks the collaborative process – where we make recommendations for content and music to optimise the caller journey. 
Adapting to every preference
Just like we tailor our service based on the client’s location, we also adapt to their every preference. We’re always available by telephone, video call, and face-to-face, depending on the needs and wants of the businesses we work with. And over recent months, we’ve reacted in terms of flexibility and availability to ensure we can continue this tailored provision. 
Evolving with the customer
Understanding a business and establishing its sound is just the start of the journey. Our easily updatable productions exemplify our commitment to first-class customer care, as clients can regularly inform callers of their latest news, products and services – all while consolidating brand identity. For users of cloud telephony, we also have the unique in-house expertise to enhance this experience yet further, and maximise the potential of every caller touchpoint. And beyond the telephone, there are many other areas to assert audio identity, such as videos, TV or radio campaigns. As a client’s company and marketing strategy evolves, we can extend their sound across multiple channels to achieve real synchronicity. 

Throughout our history, we’ve consistently expanded and utilised new technology to maximise our product’s potential. Specifically in recent months, our teams have helped provide the right messages at the right time for businesses across the globe. And while our practices, processes and principles are always evolving, our teams’ approach remains consistent – to provide the very best service for each and every client.