Real business insight enables better decisions

Make better decisions and improve contact centre performance with insights provided by real-time dashboards and deep historical reporting.

Meeting your KPIs across all communication channels can be complicated and challenging

Premier Contact Point gives you access to critical real-time metrics and historical data – displayed exactly how you want it, to help you make better decisions, improve service delivery and increase campaign results.

PCP Meeting KPIs
PCP Business Intelligence Reporting

Keep your fingers on the pulse

Premier Contact Point provides powerful, customisable and flexible real time dashboard and wallboard displays to help you optimise your contact centre performance and operations.

View performance everywhere

No matter where agents are located, your management team can track performance and administer changes quickly to ensure that business outcomes are achieved.

Maintain quality management

Call recordings can be manually initiated by agents, or automatically recorded by the system. Recordings are stored in our cloud-based interface, totally searchable and rapidly retrieved to facilitate monitoring and quality management – from anywhere.

Analyse, adjust and improve – intelligently

Our suite of Business Intelligence reports give you every metric you need to analyse activities, performance and results quickly.
This means your strategic and operational decision-making process just got a whole lot faster.

Here’s a snapshot of just some of the powerful pre-loaded data reports

Predictive dialler

The predictive dialler builds a pacing algorithm based on previous calls and predicts when an agent will become available, minimising agent idle time and maximising efficiency.

Automatic / power dialler

With the power dialler, outbound calls can be automatically launched at a set rate, giving managers full control over outbound pacing.

Preview dialler

The preview dialler allows agents to get ready for a call, by reviewing customer info before then clicking the dialler to make the call.

Benefits you will reap immediately

PCP business insights review call times

Review call times

Review average handling times, hour by hour, day by day, for inbound queues and outbound campaigns. Use historical snapshots to compare results after you’ve implemented changes.

PCP business insights agent productivity

Review agent productivity

How are your agents performing?  Are they meeting your targets? Do some need specific training or skilling up?  Are there days or times when you need to adjust levels of resources? Use these powerful reports to plan what you need to do to improve individual agent and overall contact centre performance.

PCP business insights dispositions

Review agent dispositions

Identify the top reasons customers call your contact centre and look at improving collateral and self-service capabilities to reduce call volumes and satisfy customers without needing an agent.

Total flexibility to manage data your way

Dashboards, wallboards and reports can be configured by each user to display whatever business insights they need, in the way they want it displayed.  No need to wait for our team or your IT people to do it for you.

Improve first call resolution

Review customer-agent interactions to determine agents’ strengths and weaknesses, adjust skill levels and implement accurate call routing.

Identify risks and opportunities

Analyse data to determine the drivers that have the most effect on peak contact centre performance.

Increase campaign results

Monitor outbound activity and campaign results so you can adjust list filtering, scripts and offers and measure the effects, tweak by tweak.

Knowledge is power.  We give you the tools to accelerate.