How to provide outstanding member support, and grow your membership base
Do you operate one of the following types of membership organisations?
Sports and recreation clubs
Sporting, fitness, surf ilfe saving, scouts, 4WD, cycling, camping etc.
Education, youth and alumni networks
University alumni, training institutes, youth organisations, parenting groups.
Arts, culture and lifestyle groups
Writers, publishers, film, music, photography, hobbies, dance, theatre, music, heritage, museums, etc.
Community, charity and cause-based groups
Volunteers, landcare, ecological, charity fundraising, religious, community services
Professional industry bodies
Accountants, engineers, lawyers, marketers, real estate, trade, agriculture, automotive, hospitality, chambers of commerce, franchise, unions, etc.
Special interest and lifestyle memberships
Automative, travel, health and wellness, pets, tech users, gaming, advocacy.
If so, do you face these challenges?
Large call peaks
Does your club experience large peaks in inbound calls during finals, events, and membership renewal times? Does this result in long wait times, many missed calls, and poor customer experience?
Few or no self-service options
Do members have to speak to your staff to buy membership, book an event, update their account info or get answers to FAQs? Does your lack of self-service options result in missed calls, lost sales and poor CX during peak times or after hours?
Slow sales
Of course there are more, but these are the most common challenges that Member Organisations we work with had as their main priorities they wanted to fix.
The GOOD NEWS is that we’ve solved these problems for many Australian member-based organisations and clubs, including these three.
“Since the introduction of Premier Contact Point cloud contact centre solution at our organisation, we have seen a significant change for the better in our customer service to our thousands of club members and supporters. The reporting tools are fantastic, and with the use of historical data we’re able to tailor our service to suit our members’ and supporters’ needs.
From when the platform was first implemented in 2015, right through to today, the support we’ve had from Premier’s staff has been fabulous. We now just can’t imagine working without it.”
Lauren Wall
Customer Experience Team Leader, Geelong Cats
“Phoenix Health Fund has used Premier’s cloud-based solution, Premier Contact Point for the last 5 years.
The system enables us to manage our member communications with flexible and responsive real-time and historical monitoring tools and full call recording capabilities for compliance purposes.
The implementation process and training were very straightforward and we received prompt support when requested.”
Sharon Waterhouse
CEO, Phoenix Health Fund
“Tahbilk’s involvement with Premier Contact Point began in 2014 when we decided to start and run an internal Contact Centre operation. We now see over 20% of our direct to consumer business coming from our Contact Centre operation with Premier’s software and support critical in achieving and growing that base. I could not speak more highly of the Premier team, and I look forward to our partnership continuing into the future.”
Geoff Hamence
Contact Centre Operations Manager, Tahbilk Winery
Premier Contact Point makes it easy for you to provide exceptional customer service to members at all times, and to manage fluctuating demand quickly, and cost effectively.
Like to find out more about how to solve these challenges?
If you’d like to see how we have transformed CX operations and results for many member-based organisations, simply complete the form and we’ll share more details, and show you some remarkable results. We’ll be in touch to book a date which best suits your schedule.
See below for a snapshot of what we’ll share.
How to use an AI concierge to take good care of your members
Our AI Concierge handles inbound enquiries using conversational language with intelligence and empathy, just like humans.
The AI concierge works 24 hours a day, triaging unlimited calls and webchats at once. It can:
- Provide the right answers to many common questions.
- Direct people to the relevant self-service areas to make a booking, pay membership fees, check event dates, order tickets, or any number of self-service options.
- Interpret intent and intelligently route enquirers seamlessly to the best Tier 2 person if required.
- Take down enquirer information and notify your staff to follow up during office hours.
How to deliver extraordinary CX to mobile phones
- It detects a caller on a smartphone and sends an SMS with a link, so the caller can follow visually on their phone.
- Using the visual IVR, members have full control over how they want to proceed, if they don’t wish to wait on hold.
- Members can request a call back, or proceed to the right self-service area to complete the task themselves.
- They will receive a configurable contact summary to reinforce a great member experience.
How you can grow membership and renewals
Outbound and inbound sales teams find it much easier and faster to manage sales calls and meet their sales targets when they have the right technology to support them.
- No manual dialling for outbound calls. See how our system automatically dials phone numbers on your campaign list, and only connects when a live customer is detected.
- Instant member data. When team members have immediate access to a member’s lifelong interactions with you on every channel, they can deliver personalised service instantly. This makes every member feel understood and highly valued.
- Powerful campaign management. In just minutes you can upload lists, apply filters, create campaign specific scripts and tweak on the fly to improve results. Everyone can monitor calls, sales, KPIs and more on desktop and wall displays.
We’ll share outcomes our clients have achieved with important KPIs in areas such as productivity, sales, team engagement and employee retention.
Ready to discover how other member organisations are achieving remarkable results?
Send us your contact details and we’ll book in a time to share it all with you, and have a chat about your challenges and goals.
Impacts reported by these membership organisations
Geelong Football Club
- Customer experience improved with more members being connected with agents, resulting in a significant reduction in unhappy members who previously experienced an engaged signal for hours on end.
- Premier’s Insights Manager provided transparency into call volumes and arrival patterns enabling management to engage in forward resource planning.
- The cloud solution supported by local contact centre experts helped eliminate the need for the club’s IT team to manage on-premise hardware.
Phoenix Health Fund
- Easy for staff to use system
- Cloud based – access anywhere
- Highly valued help desk tools
- Maximised staff availability
- Business insights from class leading reporting tools
- Compliance and quality assurance
- Call recording and agent scorecards
- Faster call response times
- Reduced call downtime
Tahbilk Winery
- The Contact Centre is now a successful internal operation for the winery that is delivering sales growth
- Over 20% of direct consumer business now comes from Contact Centre operations
- Receive expert support from Premier, enabling regular updates, system improvements and consultancy to continue to enhance the performance of outbound sales campaigns.
Now is the time to take action
With increased competition, rising costs and ever-changing technology, now more than ever is the right time to take action.
Now is when you need to deliver CX that meets members’ needs, keeps staff engaged and productive, and meet operational and financial KPIs.
Contact us for more information – we’re happy to share and help you achieve your goals.
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