Inbound Customer Service

With a solution that is suitable for inbound call centres in a wide range of verticals and industries, our customers include those working within retail/e-commerce, financial services, insurance, utilities and internal/external help desks.

Premier Contact Point’s on demand platform offers a suite of core inbound call centre technologies, including Automatic Call Distribution (ACD) with universal queuing for multimedia contacts, Skills-based Routing and Inbound Voice Portal (IVR) with self-service options.

Automatic Call Distribution

Premier Contact Point’s Automatic Call Distribution (ACD) solution helps facilitate handling high call volumes with a minimum number of resources while reducing caller hold time and distributing call volume evenly among agents. Customers receive a higher level of service when the ACD is incorporated with skills-based routing.

Premier Contact Point’s skills-based routing functionality directs calls, emails, web chats and voice mail messages (interactions) to the available agent with the highest skill level to handle that particular interaction. The ACD routing, with service level optimisation, aligns contact priority to specific service level agreement and matches priority with appropriately experienced agents.

Benefits:

•  Reduces number of times customers transferred
•  Delivers advanced call handling for intelligent customer interactions
•  Enhances agents’ efficiency, providing them with real-time information
•  Facilitates service level goals and agent availability

Interactive Voice Response - IVR

Premier Contact Point’s IVR technology is easy to use and configure though supporting a rich feature set. All IVR capabilities are easily managed through the web administrator interface. Changes to IVR scripts can be made on-the-fly in real-time to adapt to various events. Premier Contact Point can automate interactions with telephone callers including self-service options (through voice recognition technology or telephone touchtone), customisable greetings and prompts, support of customer entered digits, notification of closed/holiday schedules and voicemail opportunities based on call centre load.

Benefits:

•  Provides self-service options for callers
•  Provides callers with information even during closed hours
•  Enables callers to leave voicemail during peak periods

Multimedia

Multimedia call centre capabilities allows your organisation to seamlessly manage all types of inbound and outbound customer interactions via phone, fax, email and web. It is essential in today's multimedia environment that we are able to respond to customer enquiries in the manner they wish to contact us, not just via traditional voice channels.

Implementing Premier Contact Point delivers this next generation multimedia capability without the heavy investment that an organisation would normally have to undertake. Our hosted multimedia solutions reduce costs, improve quality of interactions and enhance customer satisfaction.

Call Blending

Premier sees Call Blending as the most priceless innovation to call centre technology since the appearance of the predictive dialler! Call blending removes the manual and time consuming process of managing staff in real-time to service both inbound and outbound customer demand.

Premier Contact Point’s Call Blending automatically swings agents from outbound to inbound call handling based upon real-time monitoring of the inbound call rates, queue times, service levels and other core metrics that affect service delivery. This new found flexibility allows your team to be more efficient and productive while allowing the team to enjoy more diversity while on the job. Implementing Premier Contact Point’s hosted Call Blending technology means that administrators no longer have to find busy work for their inbound staff at time periods when call volumes decrease since as they too can be set to make outbound calls.

Call Recording

Call recording should form part of an organisation’s quality management and best practice strategies. Premier Contact Point’s Call Recording capability captures each agent’s contact with the customer. The contact is indexed with the interaction and transaction for easy retrieval and playback from any authorised supervisor position. Recording criteria include percentage of calls by skills and/or queue, percentage by agent ID, on-demand using a button on the agent toolbar. Individual recordings can be played back or saved to disk.

Benefits:

•  Improves organisation’s ability to evaluate agent-customer interactions
•  Improves training effectiveness through use of ‘real’ interactions
•  Facilitates standards/regulations compliance

Integrated Workforce Management

Premier Contact Point’s workforce optimisation solutions combine precision forecasting and efficient scheduling with powerful performance analytics to deliver a better customer experience at a lower cost for your call centre activity.

The Premier Contact Point workforce management component allows supervisors and managers to generate workforce management reports on demand. The dashboard available to supervisors and managers enables real-time web-based management of resources and results efficiently and effectively, in an environment with multiple inbound queues or outbound campaigns - for example, agents can be instantly reassigned depending on levels of demand.

Benefits:

•  Agents can access a centralised system from anywhere that has a broadband internet connection and a phone
•  Inbound calls are routed to right agent first time using skills-based routing in conjunction with ACD. You set the parameters for both
•  Remote monitoring and recording capabilities permit agents, supervisors and managers to record phone calls, emails and web chat conversations whenever required, enabling team leaders and supervisors to keep track of agents at other locations
•  Strong workforce management capabilities allow supervisors and managers to assign agents and tweak campaigns to reflect changing conditions within the contact centre.

Post Call Surveys 

Agents often don’t realise how much of an impact they have on a customer’s perception and feeling about your company. Active post call surveying helps bring the importance of the customer experience to light.

Premier Contact Point’s automated post call survey solution is a flexible tool to monitor and report on the effectiveness of your contact centre. Going beyond just the metrics, customers can record voice comments to relay their specific likes or dislikes, providing detail that is impossible to capture using standard written surveys.

At the end of a call, customers are invited to provide feedback on the service they received from one of the call centre agents. Customers who agree to take the survey are automatically transitioned to an automated Interactive Voice Response (IVR) survey to provide immediate and anonymous feedback on their call centre experience with the agent. Our online reports provide real time customer feedback, trends, and actionable insights.

Benefits:

•  Improved customer satisfaction
•  Reduction in agent turnover
•  Improved agent feedback based on objective data
•  Better delivery of customer experiences