GMT Corp., a global industry leader in enterprise workforce management and performance optimization solutions, today announced that Florida-based PRC—one of the nation’s leading providers for outsourced customer management and contact center solutions—has selected GMT to manage forecasting, scheduling and staffing for the company’s network of call center operations. GMT Planet, the company’s award-winning flagship product, will be deployed to 6,000 agents across nine contact centers located throughout the United States, with another 2,000 plus licenses slated for future overseas sites in the Philippines and India.
As one of Florida’s top 20 largest employers with nearly 9,000 Customer Associates worldwide, PRC manages customer relationships for some of the world’s leading corporations, in verticals that include financial services, telecommunications, travel and content providers. The PRC customer win—taken together with the recent signing of one of the largest at-home contact center outsourcers in North America—represents significant inroads by GMT in the large contact center market.
Regarded as the industry’s most accurate, easy-to-use and affordable workforce management solution, GMT Planet enables companies to perform at their highest levels possible by empowering them to accurately project call center workforce requirements, schedule the right agents at the right time, and deliver quality customer service to customers swiftly and accurately. With observed forecasting accuracy rates of up to 99%, it offers unparalleled precision in forecasting & scheduling and is unique in addressing all the needs of the enterprise, from contact centers to branch offices to back office operations.
“After performing our due diligence, we came to the conclusion that GMT stood above the pack and offered stronger performance and value on a number of dimensions,” said Sean Minter, PRC Chief Operating Officer. “GMT Planet proved to be the most robust solution, offering superior performance in terms of ease and accuracy of forecasting, process automation and reporting, and ability to import and export data, among other attributes. Another strong differentiator was the dedicated and responsive people at GMT, combined with their SureServices enterprise project delivery methodology, ensuring us of the ability to get up and running as quickly as possible while also minimizing project risk.”
“PRC’s customers entrust PRC to manage their customer relationships because they have demonstrated, through over 20 years of success, that they are dedicated to doing the job better, faster and more cost-effectively than their competition,” commented GMT chief executive officer Simon Angove. “In turn, they’ve entrusted GMT to help them achieve their goals by putting the right people, in the right place, at the right time. Winning the trust of customers like PRC with such large, distributed contact center operations offers strong support that we’ve charted the right strategy of developing powerful, cost-effective workforce management solutions while also differentiating ourselves through SureServices, a powerful suite of client lifecycle services designed to assure long-term customer success.”
PRC manages customer relationships for some of the world's leading corporations. With over 20 years of experience, PRC is an outsourced provider of solutions that support customer communications via the telephone, email, web, whitemail and IVR, each fully integrated to maximize service and quality. The Company's domestic operations include two subsidiaries: a business-to-consumer customer acquisition company and a business-to-business sales process outsourcing company. Internationally, PRC offers its services in voice and web-enabled centers in the Dominican Republic, India, and the Philippines. Headquartered in Ft. Lauderdale, Florida, the Company employs nearly 9,000 Customer Care Associates worldwide. For more information, visit www.prcnet.com.
GMT Corp. is a leading provider of workforce management and performance optimization solutions enabling companies to improve customer service and sales while decreasing labor expenses. Deployed in contact centers, branch offices or back office departments, GMT's products combine precision forecasting and intelligent scheduling with analytics and performance management tools to deliver a rapid return-on-investment. Products include GMT Planet®, its flagship workforce optimization solution; GMT On-Demand™, its SaaS workforce optimization solution; and SureServices, an award-winning client care methodology. Enterprise clients benefitting from GMT's solutions include BB&T, PRC, Alpine Access, Golfsmith, AirTran Airways, World Travel Holdings, Bank of the West, Zions Bancorporation, Ingenico, West Midlands Police, Contact 1-2-1 and Yarra Valley Water.
The company is privately-held with headquarters in Atlanta and offices in the U.K., Australia, South Africa and Dubai. For more information, visit www.gmt.com.
“GMT has provided us with robust, user-friendly tools, so we can manage our operations as efficiently as possible, and that is a must in today’s highly competitive financial services market.”
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