Manage your Workloads

What if you could serve customers better and more cost effectively while mining valuable information with every interaction? Premier Contact Point does this – and more!

Premier Contact Point helps organisations reduce costs by staffing appropriately to meet workload, improve service by scheduling the right agents with the right skills at the right time while enhancing employee effectiveness.

Moreover, your agents, at any location, can serve individual customers with a consistent and informed level of service, using a common knowledgebase to secure lasting customer relationships.

My workloads are variable

With a traditional on-premise solution, if you are running at near-capacity already, hiring extra staff to cater for short-term demand could require an expensive upgrade to the servers running your contact centre software. With Premier Contact Point, all you need to do is supply a phone, a computer with a broadband connection, and an agent – we do the rest. Expanding and reducing your capacity to coordinate with the rises and falls of your business levels is simple and fast. What’s more, you are able to determine the impact of these changes on your bottom line with our per-agent per-month pricing scheme immediately.

It’s difficult to co-ordinate sites

A hosted solution gives you the option of managing contact centres in different locations (including overseas) and different time zones. Premier Contact Point’s simple yet powerful workforce management (WFM) tools make it easy to understand your own workforce dynamics across multiple sites. This enables you to find ways to improve your organisation’s KPIs to reach set targets as you have a clearer vision of the productivity of each agent. Importantly, Premier Contact Point allows you the option of employing home-based agents, enabling you to expand your agent pool Australia-wide to cater for and service unexpected activity peaks.