How your customers feel about the service they receive from your contact centre is crucial. It will heavily influence their decision on whether to stay with you or take their business elsewhere.
What they really want is great customer service.
Premier Contact Point helps you to deliver an extraordinary contact centre customer experience management– every time.
But it’s not just about technology. The right contact centre solution helps you build enduring relationships with your customers.
Inbound callers automatically greeted and invited to select the type of help they want such as self-service or speaking to an agent. Speech recognition provides an even simpler interface allowing callers to simply speak what they need. More
Callers automatically routed to the right agent based on customer profile, agent skills and availability. During peak periods, the system can invite customers to request a call back at a time that best suits them, or to leave a voicemail message.
Reduce queues by giving your callers the choice to access self-help options to resolve their enquiry. Ideal for information updates, and simple transactions that don’t require agent assistance. You reduce queue lengths and free up your agents to handle more complex matters. More
Reduce call abandonment rates, increase self-service usage and improve the customer experience by displaying options – right to their mobile phone. And during and after the call, you can continue to send information and links to their phone to complement the call discussion. More
We can integrate your CRM or ERP data right into the agent desktop so they have access to the data they need to provide efficient, informed assistance to customers whilst on the call, within a single application. Agents will never need to juggle multiple screens again. More
During or after their call, agents can quickly send emails using pre-prepared responses or sms messages containing a link to add further value to the interaction. Multi-channel communications are recorded within the client record. More
Our system provides automatic and manual call recording – so calls can be automatically recorded, or stopped if the customer requests, or when it’s time to take credit card details. Ideal for training purposes to improve agent performance and customer satisfaction. More
Keep track of customer satisfaction levels by polling customers after the call. Deliver surveys by IVR at call completion, or by SMS or email. Survey responses tracked in BI reports and provide valuable insight into market sentiment and agent performance.
Agents can easily bring a 3rd party – (expert, supervisor, partner, friend) into the call if required.
We can integrate with a PCI compliant payment gateway so agents can complete payments during the call. Recording stops automatically when payment window opened, and resumes when the payment window closes.
Our system prompts your agent to complete the wrap data before moving onto the next call. Wrap screens fully customisable and include disposition and call back data entry panels.
Our new custom designed interface ensures that managing every step of interaction is easy for your agents. It’s incredibly simple to use, with none of the barriers that traditionally hamper agents using on-premise or out-of-the box solutions.
When you give your agents the right tools, you empower them to get on and do their job well – and this is reflected in your customer satisfaction levels.
We give your managers all the tools and information they need to manage your Contact Centre effectively – minute by minute, from anywhere.
Gone are the days of waiting for others to make changes to your contact centre system. When you need to make changes – simply access the administration interface and start editing. You have complete control over things like: