Meeting your needs

Meeting your needs

Meeting your needs

Every contact centre is unique - the challenges you face and the goals you strive for may be similar to other centres, but no-one has a business quite like yours. Everything we do to design a solution for your business builds on our 25+ years of experience in the contact centre industry, and the expertise we have developed through working with a wide range of organisations.

 

Big challenges, small contact centres

Big challenges, small contact centres

The Australian contact centre industry encompasses a wide range of contact centres, and every business is unique. Many centres are compact, and lack the budget and economies of scale bigger centres use to deliver great technology and customer outcomes.  Premier Contact Point will improve your business by making available the functionality and expertise large contact centres use, without the huge expense.

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Most contact centres are compact, and may lack the budget and economies of scale bigger centres use to deliver great technology and customer outcomes.  Premier Contact Point will improve your business by making available the functionality and expertise large contact centres use, so you can get better outcomes for your customers and better efficiency from your staff.

Premier Contact Point brings expertise, cutting-edge technology and proven best-practice solutions to you. We host all the technology you need in the cloud, design a solution to fit your business and deliver it with the confidence and support that come with more than 25 years' experience in the contact centre industry.

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Inbound – service and performance

Inbound – service and performance

We recognise that running a truly top-class inbound contact centre is tough – the balancing act between staffing levels and service levels is difficult to determine and maintain. Premier Contact Point can help by providing you with a set of business-grade tools that will deliver better service levels, more efficient use of agents and greater outcomes for your customers.

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We recognise that running a truly top-class inbound contact centre is tough – the balancing act between staffing levels and service levels is difficult to determine and maintain. Premier Contact Point can help by providing you with a set of business-grade tools that will deliver better service levels, more efficient use of agents and greater outcomes for your customers.

Features of the Premier Contact Point inbound suite include the following:

  • Skills Based Routing - lets you assign each agent a level to represent their ability to handle a particular type of call. Queues then look to find the most appropriately-skilled agent to take each call, so your customers will benefit from speaking to the right person, every call.
  • Dynamic Queue Prioritisation - helps you make informed decisions about how to best process calls to obtain the greatest results, based on rules you specify. Calls can be answered according to service level targets, staffing levels or a broad range of other configurable criteria.
  • Intelligent Reroute Options - give you quick and simple access to change how your calls are handled. Calls can be overflowed to other queues, passed to voicemail or sent to external destinations based on a range of criteria (including time of day, queue length, and holiday status).

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Increase outbound productivity

Increase outbound productivity

Every day, outbound contact centres face the same challenges regardless of their sector – how can agents spend more time making more successful calls? Premier Contact Point leverages a wide range of industry-leading technologies and time-tested campaign management strategies to give your agents increased live calls, less administration and a powerful desktop application that helps them focus on the work that really matters – connecting to your customers.

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Every day, outbound contact centres face the same challenges regardless of their sector – how can agents spend more time making more successful calls? Premier Contact Point leverages a wide range of industry-leading technologies and time-tested campaign management strategies to give your agents increased live calls, less administration and a powerful desktop application that helps them focus on the work that really matters – connecting to your customers.

The outbound component of Premier Contact Point is built around industry-leading predictive dialler application, which brings a wide range of cutting-edge features to enhance productivity, efficiency and agent occupancy.

Key features include the following:

  • Predictive dialling – using statistics built and refined in real time, the system identifies how many calls are needed to connect with a live person and how long the average call takes. It also predicts when an agent is likely to become available and aims to have a call with a live voice connected as close to that point as possible. This can bring massive increases in agent productivity – bringing talk time up from 10-15 minutes per hour without a predictive dialler to as much as 45-50 minutes with a predictive dialler.
  • Call progress analysis – as calls are launched, the system monitors the audio path to determine what kind of outcome has resulted from the initial call. Non-connects (e.g. busy tones, disconnected numbers, etc.) are screened out to be reattempted later, answering machines can be screened out or optionally connected to agents and live voices are transferred through to agents.
  • Targeted dial filters – flexible and highly targeted dialling is delivered through the use of customised, comprehensive filtering strategies that mean you can dial only the records you want to dial, in the order that will perform best for you.

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The right information at the right time

The right information at the right time

To perform well as an agent, you need to be able to quickly and effectively access all information about a customer with minimum distraction. Premier Contact Point delivers relevant data for inbound and outbound calls right into the agent desktop application, so your agents can focus on customers instead of being distracted by multiple applications and complex search functions. We can also integrate into your CRM to make it even easier for agents to provide exceptional service.

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To perform well as an agent, you need to be able to quickly and effectively access all information about a customer with minimum distraction. Premier Contact Point delivers relevant data for inbound and outbound calls right into the agent desktop application, so your agents can focus on customers instead of being distracted by multiple applications and complex search functions. We can also integrate into your CRM to make it even easier for agents to provide exceptional service.

Depending on your business requirements and the type of data your agents need to see, we can show the following:

  • Inbound call data, like the number dialled, the customer’s phone number, the queue the call was sent to, and the customer’s wait time
  • Information entered by the customer into an IVR
  • Data retrieved from a database based on information attached to the call or entered by the customer
  • Outbound call data imported with the customer record, such as name and address
  • Custom fields and scripting, empowering your agents to manage and update your data for you, and providing a customisable, flexible environment to give agents the support they need

Premier Contact Point can also be integrated with your own information management systems, so agents only need to focus on a single screen and can spend more time doing what really matters – keeping your customers happy.

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Reporting and monitoring

Reporting and monitoring

Being aware of everything going on in the contact centre is vital - Premier Contact Point delivers a comprehensive suite of tools to help your supervisors track, monitor and observe every component of the contact centre operation. Real-time dashboards give visibility over performance and utilisation of the centre; historical reporting delivers powerful and insightful data across a suite of standard reports; an intuitive monitoring application allows supervisors to listen and coach calls in real-time; and call recordings can be searched, downloaded, streamed and scored as soon as they are created.

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Being aware of everything going on in the contact centre is vital - Premier Contact Point delivers a comprehensive suite of tools to help your supervisors track, monitor and observe every component of the contact centre operation.

  • Real-time dashboards give visibility over performance and utilisation of the centre.
  • Historical reporting delivers powerful and insightful data across a suite of standard reports.
  • An intuitive monitoring application allows supervisors to listen and coach calls in real-time.
  • Call recordings can be searched, downloaded, streamed and scored as soon as they are created.

Dashboard is the real-time statistics component of Premier Contact Point. Accessible over the internet from any device, it provides up-to-date data on a range of metrics across the contact centre.

BI Reporting built on Microsoft Power BI provides dynamic reporting across a wide range of contact centre metrics, covering agent data, inbound queue statistics, outbound campaign performance and outbound dialling list data.

Agent monitoring lets your supervisors and administrators listen in on calls, no matter where the agent or supervisor is located. Supervisors are presented with a list of calls currently in progress, sorted by agent, and can choose any call to listen in on. As well as listening, supervisors can break into the call to speak to the agent only, or the agent and the customer.

Recording Manager is a full-featured web application allowing supervisors to search through all recordings made by the platform, locate particular files, stream and play them, or download them to the local PC. Recordings can be commented, flagged and scored.

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Helping you improve

Helping you improve

We understand building a truly great contact centre isn’t just an exercise in technology – it’s the expertise in designing, implementing and operating your centre that really provides value.  Premier brings more than 25 years’ experience in the contact centre industry; our service desk, our contact centre design and implementation and our consultancy services can help you share in our knowledge to continually improve your business.

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We understand building a truly great contact centre isn’t just an exercise in technology – it’s the expertise in designing, implementing and operating your centre that really provides value. Until recently, this expertise has been limited to big centres with big budgets who are able to hire the staff they need. Premier brings more than 25 years’ experience in the contact centre industry; our service desk, our contact centre design and implementation and our consultancy services can help you share in our knowledge to continually improve your business.

Our expertise shines through in all the ways we can help you, including:

  • Onboarding – when you come on board as a Premier Contact Point customer, you don’t just get a generic product. Over a series of workshops and meetings, our implementation and design experts work with you and all the stakeholders in your contact centre to deeply understand your requirements and tailor a system to work the way you want.
  • Service desk – once you’re up-and-running, our service desk is there to assist you whenever you need help, advice or guidance. Working within an ITIL framework, our problem-handling processes keep you informed and well supported.
  • Consultancy – our consultants have experience across a wide range of specialist contact centre areas; we can share our passion and knowledge to help you understand and improve every facet of your business.

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The contact centre anywhere

The contact centre anywhere

Long gone are the days of a contact centre existing as a big warehouse full of agents working with expensive, limited equipment and technology. Premier Contact Point gives your staff the freedom to break the shackles and log in from anywhere they have access to a computer with internet and a phone.  With the freedom to log in from any location comes the flexibility to manage agents and calls in ways  traditional Customer Premise Equipment installations simply can’t match.

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Long gone are the days of a contact centre existing as a big warehouse full of agents working with expensive, limited equipment and technology. Premier Contact Point gives your staff the freedom to break the shackles and log in from anywhere they have access to a computer with internet and a phone.

With the freedom to log in from any location comes the flexibility to manage agents and calls in ways traditional Customer Premise Equipment installations simply can’t match.

  • Home-based agents – more and more contact centres are embracing the unique and flexible advantages that come from using home-based agents. With Premier Contact Point, agents can work from home, but supervisors still have the same abilities to monitor and manage agents as if they were sitting at the nearest desk.
  • Virtual contact centres – many companies have contact centres based at multiple sites; in the same city, different cities, or even different countries. No matter where they are in the world, agents can log in via a single unified portal and be part of the same contact centre system.
  • Unified management and monitoring – the suite of monitoring and management tools applies to all agents logged into the system, regardless of where they are located. They can monitor calls, track key performance indicators in real-time dashboards and listen to call recordings from agents as if they were all located in the same room.

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Multichannel – voice, email, SMS & web chat

Multichannel – voice, email, SMS & web chat

Modern contact centres are no longer just call centres. Today, customers want to talk to you across a wide range of media; Premier Contact Point can help handle enquiries across phone, email, SMS, and web chat channels. A single unified interface means agents use the same application to handle all enquiries, and administration and supervision is managed through the same set of tools.

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Modern contact centres are no longer just call centres. Today, customers want to talk to you across a wide range of media; Premier Contact Point can help handle enquiries across phone, email, SMS, and web chat channels. A single unified interface means agents use the same application to handle all enquiries, and administration and supervision is managed through the same set of tools.

Email is handled by automated queues that process incoming messages, identify the most appropriate agent through skills-based routing (if used) and present the message to them in the agent desktop application. Agents are provided with a complete, feature-rich editing window within the agent desktop application, allowing them to read and compose emails. Outgoing email replies can be queued for review by other agents or supervisors.

Web chat gives customers a real-time, responsive contact channel through a website dialog that connects them to agents in a synchronous, text-based chat window. Agents receive a screenpop in the agent desktop window that allows them to process multiple chat conversations simultaneously, using canned responses to speed up the communication.

SMS is becoming a major focus for contact centres as it provides another valuable channel via which to engage with your customers. Premier Contact Point can deliver outbound SMS messages, including dynamic data fields sourced from customer lists; the platform can also process incoming or returned messages and take appropriate action, such as automatically launching a call to a customer who requested to be contacted directly.

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