CONTACT CENTRE CX SPECIALISTS

Your CX designed to reduce calls, costs & contact

Let’s transform every customer journey with a digital-first strategy that really boosts engagement, saves money, and helps reduce volume in your contact centre.

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OUR SERVICES

How we help

Improve deflection rates, boost CSAT scores, and free up your agents for more complex queries with an engaging and interactive WhatsApp customer experience... and meet your customers where they are!

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Videos

Improve efficiency, encourage self-service, and boost first-call resolution with clear, easy-to-follow videos across all contact centre channels. These can tackle high-demand calls, FAQs, or even serve as cost-effective training for agents.

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Audio

Enhance your IVR, improve customer experience, and promote self-service. By redesigning your caller journey, with real or AI voices. We’ll help boost positive abandonment and create a smoother experience.

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LOVED BY LEADING BRANDS, OUR PARTNERS IN INNOVATION...

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Partnering with over 150 well-known brands, we’re here to listen, design & transform your CX!

WHY CHOOSE PREMIER CX?

We listen to you, so that we can design & transform your CX!

We really listen to our customers and to one another, learning, growing and adapting to meet your needs.

With care, creativity and thoughtfulness, we design solutions that truly benefit your business. And, through a blend of analysis and innovative thinking, we’ll work with you to transform your customers’ experience.

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How we support your CX transformation...

EVERY CUSTOMER JOURNEY

Reduce costs in your contact centre

We understand your challenges and pain points...

Reduce contact & deflection

IVR self-service risen to 28%

We redesigned and rescripted membership and care IVR journeys, focussing on supporting callers to utilise their digital solutions. Introducing ‘add your mobile’ option.

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Self-service

30,000 views in one month

Describe and demonstrate that you understand the customer's plan; you have been in the same situation, so you empathize with how it feels to have this issue.

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Cutting abandonment

48% reduction in call abandonment

Improved efficiency with clear signposting, routing, and encouraged positive abandonment with autopayment service. Ensured Welsh/English language consistency.

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Reduce AHT

Online registration increased 30% in first month

Using plain language, to support all residents, including the most vulnerable, we created simple, on-brand videos to be deployed for use in multiple channels.

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LISTEN. DESIGN. TRANSFORM.

Ready to chat to us about cost-saving contact centre solutions?

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What our clients say...

"No matter which channel our customers begin their journey in, the conversational style is consistent. Your knowledge of customer behaviour, and our system capabilities has helped us expedite a digital first approach."

E.ON

"Your advice and recommendations have transformed our Live Chat conversations – Agents feel valued and empowered, and the feedback from customers has been overwhelmingly positive."

Notting Hill Genesis

"We now have a much better caller journey that’s clearer for our customers to understand. Premier CX’s consultants delivered the results, backed-up with the customer feedback to prove them."

Welsh Water

"The team at Premier CX worked with us to design a journey that reflects our brand values and gives our customers a simplified, personalised, experience. Abandonment rates dropped by over 10% while CSAT scores increased by 2%."

TUI