ENHANCE YOUR IVR. IMPROVE CUSTOMER SATISFACTION.

IVR & queue design

Our goal is to improve the caller experience, educate and influence caller behaviour through effective signposting, reduce internal transfers, and simplify governance, while providing a consistent, engaging, and on-brand experience.

See what we can do for you

Review, redesign and optimise IVR

Once your caller has chosen to speak to you, you need to ensure that your IVR is designed to handle calls that could be emotional or complicated, and in line with all other touchpoints.

That’s where we come in! We’ll help you design call flows in your brand tone of voice, advise on best practice and provide you with audio voiced by professional voice over artists or world class AI voices. You will not believe the difference until you hear it!

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Call flow review & redesign

Working with you, we’ll take your current journeys, rationalise and streamline them to create a journey that works for you and your customers.

Consistent, engaging & on-brand experience

We’ll help you make your IVR work for you... Applying your brand values to your caller experience, your customers will feel confident they’re dealing with the same organisation across all your touchpoints.

Dynamic IVR, improving the caller journey

Looking at your callers most likely journey, we’ll work with you to utilise dynamic options for your IVR to streamline the experience.

Reduce internal transfers & simplify governance

Is your IVR complicated and multi-layered… Does it need to be? We can work with you to rationalise, simplify and streamline the journey. Your callers will thank you for it!

OVER 100+ CUSTOMERS RELY ON US

“Our IVR self-service rate has risen from 20% to 28% of demand and 15% of callers are now requesting the SMS link which takes them straight to the relevant web page. This has resulted in around 25% fewer calls hitting the queue which translates into significant savings for Co-op. The great part is that it hasn’t had a negative impact on the service satisfaction scores, which have remained unchanged at 94%.”

Adrian Morley Operational Change & Integration Manager, Sales and Service, Co-op Business Services

"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%.”

Neil Maddon Resource Planning Manager, TUI

Still with us? Let’s take the next step together to...

Maximise your revenue potential
Update strategies that no longer work
Elevate your customer experience

Chat to our experts