Premier Contact Point

How Premier Contact Point helps your customer service teams deliver outstanding service

Here’s how we help make that happen:

• Efficiently manage queues to reduce wait times and send customers to the right team member
• Make it easy to communicate with customers on their preferred channel
• Simplify verification so customers do not have to repeat if transferred
• Provide customers with a user-friendly IVR to make self-service fast and painless
• Give customers choices and information on their mobile phone screen using visual IVR
• Provide your team with instant access to customer details from your other programs
• Make it easy to bring in a company expert to assist the customer, on a 3-way call

How Premier Contact Point ensures your managers can manage effectively

• Monitor operations and performance throughout the day with flexible real-time contact centre dashboard and wallboard displays
• Receive colour coded alerts as well as audible alerts on issues impacting your key metrics, so you can take decisive action to bring performance back on track
• Identify strengths and weaknesses of agents and provide coaching to improve performance, using reports and call recordings
• Review performance against KPIs including FCR, call times, team member productivity, customer satisfaction, and more
• Identify risks and opportunities and plan for peaks and troughs using our suite of powerful Business Insight reports

Our implementation process is planned and executed to minimise disruption to your operations.

1. In-depth consultation to fully scope out your current and future needs
2. Custom configuration of features, agent access, dashboards and reporting to suit your specific operational requirements
3. Integration with your internal systems to give your management team and agents seamless access to all the information they need, when they need it
4. Comprehensive training to ensure your team is up to speed and confident as quickly as possible
5. Our live support team provides ongoing help and advice when you need it

"Four years on and we see some 20% plus of our direct to consumer business coming from our Contact Centre operation with the Premier Contact Point software and support critical in achieving and growing that base.

Premier Contact Point are proactive in staging regular updates and meetings to ensure we have, or at the very least are aware of, any new developments that come on stream.

They are equally reactive in providing prompt and efficient action to any requests made of them and their support team, who I could not speak more highly of. I look forward to our partnership continuing into the future.“

- Geoff Hamence, Contact Centre Ops Manager, Tahbilk Winery