Premier Contact Point helps you to deliver an extraordinary contact centre customer experience – every time.
Exceed customer expectations and build enduring relationships
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.
- They want to be served quickly.
- They want the process to be easy.
- They want to be heard by someone who really can help them.
- They want the right answers or their problem solved, the first time.
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.
Tools to help you deliver a better customer experience
Interactive voice response
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
Intelligent call routing
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.
Self service options
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
Visual IVR to mobiles
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
Screenpop integration
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
Email and SMS facilities
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
Call recording
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
Post call survey
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.
And there’s more…
Conferencing facility
Agents can easily bring a 3rd party – (expert, supervisor, partner, friend) into the call if required.
Payment integration
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.
Fast wrap up
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.
An interface that agents love
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.
- Integrated customer information – Customer information is screen popped – so there’s no need to juggle multiple screens.
- Customised workflow – We work closely with you to create a workflow that suits your operational needs and includes inbuilt prompts, so agents never forget to complete required steps.
- Important information scripted – Our integrated scripting feature ensures your agents deliver compliance, product and operational information consistently. This improves interactions and issue resolution.
- Performance monitoring – Agents can view the current status of queues, KPIs and whatever stats you wish to share with them to keep them productive and motivated.
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.
Powerful insights that keep you in control
We give your managers all the tools and information they need to manage your Contact Centre effectively – minute by minute, from anywhere.
- Supervisors monitor real time data which enables them to effectively allocate agents to meet peaks and troughs in contact volumes. Switching in outbound agents or bringing on remote agents to help is instant.
- Issues impacting your Grades of Service are colour coded – to aid quick, decisive action and bring performance back on track.
- Call recordings available within minutes and searchable on a wide range of metadata. Recordings can be replayed instantly, flagged, commented, downloaded and exported. Ideal for creating training sessions and for identifying quality control issues.
A solution that’s easy to manage
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:
- IVR workflows , scripts and recordings
- Campaign scripts and compliance recordings
- Pre-prepared messages for agents to use on calls and in emails, SMS and chats
- Queue and agent configuration
- Agent skills updates
- Workforce scheduling
- Call recording retrieval, tagging and organisation
- Wallboard display configuration
. . . extraordinary customer experience, at your command
