Understanding your industry

Understanding your Industry

Understanding your Industry

At Premier, we do everything we can to understand your business and the industry in which you operate.  With more than 25 years’ experience in the contact centre industry, our contact centre design, implementation, and consultancy services will ensure you have access to a leading industry solution that will allow you to continually improve your business. Here are a few examples:

Improved collections

Improved collections

In the collections world, getting in contact with the right people is vital. Customers rely on multiple channels of conversation and everyone has their own preferred way of communicating; our platform is used to drive better results in receivables management and collections across a range of industries.
 

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In the collections world, getting in contact with the right people is vital. Customers rely on multiple channels of conversation and everyone has their own preferred way of communicating; our platform is used to drive better results in receivables management and collections across a range of industries.

For example, an outsourcer recently came to us with a need to implement a contact strategy for receivables management, covering inbound and outbound voice as well as SMS contact.

Using the expertise of our contact centre professionals and the wide range of components the Premier Contact Point product brings, we were able to work with the client to deliver an innovative solution blending dynamic SMS, text-to-speech and inbound and outbound voice contacts.

The solution we provided delivered a number of key benefits:

  • increased collections revenue from the improved rate of successful customer contacts
  • increased contact rates across multiple channels
  • reduced collections costs driven by a lower number of accounts being sent to mercantile agencies
  • reduced management costs from handling all contacts in a single, integrated system
  • increased customer satisfaction brought about by contacting customers in their preferred manner

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Improved customer service and support

Improved customer service and support

We recognise that your contact centre isn’t a monolith. Your business is likely to have many teams and business units stationed in different locations – different buildings or even different cities. Your customers, however, just want a single number to call, without needing to worry about timezones or call cost.  To provide good customer support, it is critical to ensure the call goes to the right agent, first time.

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We recognise that your contact centre isn’t a monolith. Your business is likely to have many teams and business units stationed in different locations – different buildings or even different cities. Your customers, however, just want a single number to call, without needing to worry about timezones or the cost of the call. 

To provide good customer support, it is critical to ensure the call goes to the right agent, first time. Using skills-based routing and inbound prioritisation techniques to meet business requirements, we can help you to achieve better results, improve the quality of your service and make it easy for your agents to focus on assisting customers.

Premier Contact Point delivers a truly virtual contact centre platform that can unite staff all over the country – or the globe! Staff can log in from anywhere that has access to a phone and an internet-connected computer. Once they are logged in, calls can be routed to them from a single entry point, such as a 13 or 1300 number. Geographic routing means agents can still handle enquiries from their state and use their local knowledge to serve customers. A single unified system means that management, monitoring and reporting are handled in one place.

For example, we delivered a Premier Contact Point system designed to meet these needs to a nationwide manufacturer across five contact centre locations. Today, this business is still enjoying the benefits a virtual contact centre can deliver, including:

  • reduced staffing costs delivered by the increased efficiency of handling calls in a single systematic way
  • reduced IT and technology costs from coalescing multiple systems together
  • improved customer satisfaction from better service levels, arising from more efficient staff usage
  • simpler management of staff from a single reporting and management tool

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Charities

Charities

Many charity organisations and outsourced providers who specialise in charity work use Premier Contact Point to meet their needs. The ease of operation, comprehensive support and training provided by our service desk mean that smaller organisations who can’t afford specialised contact centre professionals can still benefit from the productivity increases a predictive dialler can bring.

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Many charity organisations and outsourced providers who specialise in charity work use Premier Contact Point to meet their needs. The ease of operation, comprehensive support and training provided by our service desk mean that smaller organisations who can’t afford specialised contact centre professionals can still benefit from the productivity increases a predictive dialler can bring.

Setting up new campaigns is a quick and simple process; in many cases, a new campaign can be up-and-running in just an hour or two. Comprehensive and user-friendly screenpops mean your agents are always able to get the information they need to handle the call easily and comfortably, and the data management facilities empower your staff to help keep data current and correct.

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