Through our cloud based government contact centre solution we have helped many public sector organisations to embrace digitalisation and improve service delivery, staff engagement and workforce productivity.
We understand fully that fear of change often stems from a fear of failure, particularly when it comes to using new technology and new channels.
Premier Contact Point Pty Ltd is a Pre-Qualified Supplier of call/contact centre technologies under the Local Government Association (LGA) Arrangement NPN1.18 – Telecommunication Services, managed by government-owned procurement services provider Local Buy and which services QLD, VIC, TAS, and NT.
Bayside Council implemented the Premier Contact Point solution in late 2018. The solution provided has enabled Council to improve our service to the customer and better monitor performance through data analytics and dashboards. The agile solution also enables us to pre-plan and respond to peak workload periods. Anthony and the PCP Team were very supportive during and post implementation. Any challenges that arise, the team are responsive in working with Council to address and resolve the issue quickly. Some comments from the staff who use the system:
“It’s really great how easy your contact centre system is to use and manage, it has opened up a lot of new doors to help us manage our call centre”.
“The new contact centre system is so much faster and easier to work with. I now have so many more options and can do things that I could not do before. This has been so much better than the old phone system we had”
Bobbi Mayne, Manager Customer Experience, Bayside Council
Reducing customer frustration and making it easy and quick to get the the right information increases customer satisfaction.
Increasing self help options for simple transactions will free up staff to spend more time helping customers with complex issues, which is definitely more rewarding. Agents become more customer-oriented and results driven, giving them a greater degree of satisfaction because they are actually spending more time helping people.