Cloud Contact Centre

Living in the cloud

Living in the cloud

More and more businesses are realising cloud solutions can help them solve many technology and business process problems. Contact centres are no exception. Premier Contact Point can help you improve your contact centre operations by offering greater value, scalability, speed of delivery, security, availability and flexibility, as well as ongoing upgrades and maintenance.

Read more

Should I move my Contact Centre to the Cloud?

More and more businesses are realising cloud solutions can help solve their technology and business process problems. Here’s how Premier Contact Point can help move your contact centre to the cloud:

Value
On-premise solutions bring heavy capital expenditure and ongoing maintenance and upgrade costs. Premier Contact Point offers a flexible and predictable monthly licensing model that moves costs to operating expenses.

Scalability
Nothing is static – call volumes ebb and flow and business changes constantly. With on-premise equipment, you’re stuck with the system and the licences you bought; this presents a number of limitations. Inbound call volumes typically reflect seasonal patterns so you need to provision with peak periods in mind, and outbound campaigns come and go. With Premier Contact Point, you only pay for the licenses you need when you need them.

CPE vs PCP licensing

Speed of delivery
We can have Premier Contact Point up-and-running in your business in a matter of weeks – customised and tailored to your needs. We leverage best-practice contact centre solutions to help you implement the right system for your business.

Security and redundancy
Security is central to our operations; Premier Technologies is a Tier 1 PCI DSS compliant provider, which means we are acknowledged by the banking industry as meeting the highest standards of security and compliance. We can provide multiple levels of redundancy and business continuity.

Access from anywhere
Users can log in from multiple sites, so you can build, monitor and manage a virtual contact centre with staff working together in a single system, regardless of where they are in the world.

Regular updates
You benefit from frequent performance and functionality upgrades to the platform, all included in your monthly fee.

Compatability with your phone system
Premier Contact Point works well with all telephony and IT environments - all you need to log in is a computer with internet access and a phone (fixed or mobile).

Close

Premier Contact Point

Premier Contact Point

Premier Contact Point delivers a cloud contact centre suite, including inbound, outbound and blended traffic in any medium (such as Voice, Email, SMS or Web Chat).  This allows all agents - at all locations - to provide the highest levels of consistent, informed service to your customers.

read more

Fully featured, multichannel

Premier Contact Point delivers a cloud contact centre suite, including inbound, outbound and blended traffic in any medium (such as Voice, Email, SMS or Web Chat).  This allows all agents - at all locations - to provide the highest levels of consistent, informed service to your customers.

The benefits of using Premier Contact Point include the following:

Allow customers to serve themselves
Intelligent self service options enable your customers to serve themselves through IVR or speech. With integration, PCP can also share information with your CRM and other applications.

Enable customers to reach the right agent quickly
Help your customers get the right answer on the first call. Advanced call queuing and routing intelligently routes calls to the right agent based on customer profile, service levels, agent skill and agent availability. When agents are not available, PCP improves customer satisfaction by inviting customers to leave a voicemail message or request a call back at a time that suits them.

Efficient interactions across a universal pool of agents
Blended interactions increase the productivity of your agents by allowing them to seamlessly transition between inbound and outbound services from a single login (if outbound services are required).   

Manage better with greater visibility
Unified reporting allows real-time and historical views of your contact centre and agent performance. Unified administration provides a powerful single administration portal from which to manage all interaction types.

Highest standards of compliance and quality
Call recording, whether system recording or agent initiated recording, allows you to record outbound and/or inbound calls for quality or compliance purposes. The call recordings are indexed and easily accessible from a secure site; alternatively, they can be delivered to you on USB or hard drive for easy storage.

Focus agent training on customer satisfaction
An intuitive, simple-to-use interface ensures happier, more productive agents who can be quickly trained to use the platform in less than an hour. This leaves more time to train agents on the business and its processes, products and services leading to increased customer satisfaction.

Close

Meeting your needs

Meeting your needs

Every contact centre is unique - the challenges you face and the goals you strive for may be similar to other centres, but no-one has a business quite like yours. Everything we do to design a solution for your business builds on our 25+ years of experience in the contact centre industry, and the expertise we have developed through working with a wide range of organisations.

read more

Understanding your Industry

Understanding your Industry

At Premier, we do everything we can to understand your business and the industry in which you operate.  With more than 25 years’ experience in the contact centre industry, our contact centre design, implementation, and consultancy services will ensure you have access to a leading industry solution that will allow you to continually improve your business.
 

read more

Workforce optimisation

Workforce optimisation

The number one expense contact centres generally contend with is staffing costs – paying your agents, supervisors, and administrators. Workforce optimisation can help by making sure staffing levels, rosters and shifts are designed to provide the best possible balance between good customer service and good value.

read more

The number one expense faced by contact centres is staffing costs – paying your agents, supervisors, and administrators. Workforce optimisation can help by making sure staffing levels, rosters and shifts are designed to provide the best possible balance between good customer service and good value.

We understand that technology itself is a part of the solution, but every business needs some expertise and experience to really make it work. Our workforce optimisation product is built around a consultative onboarding process, where our expert analysts work hard to understand what drives your business before we build the right system for you.


What is workforce optimisation?

We view the optimisation process as a three-step workflow:

Forecasting builds on historical data - such as call volumes, peak periods, length of calls and a number of other variables - and builds in future information to develop a prediction of how many calls are expected during each period.

Scheduling takes the forecasts and applies them to your agents, so you can automatically generate the right agent schedules to cover the calls you will receive.

Tracking uses historical data and current trends to assess where the forecasts and schedules need to be altered to handle calls better, and filters back into the forecasting process.

 

How workforce optimisation can work for you

Workforce optimisation can help you meet many of the challenges you face in trying to provide great customer service and great value.

Working out staffing levels
Determining the correct number of agents is a balancing act. Too many agents and costs rise, agent productivity dips and finance departments start asking questions. Too few agents and service levels suffer, agents are overworked and customers don’t get good service. Workforce optimisation can help develop the right baseline staffing levels from historical data and future predictions.

Dealing with uncertainty
Contact centre volumes constantly change; by building historical data over time and factoring in future predictions, you can limit unpleasant surprises and cope much better with seasonal variations in your business.

Improving customer service
All contact centres have one shared goal: delivering great service to their customers. Workforce optimisation is a key part of this; it ensures you have the right agents, with the right skillsets, at the right time. Ultimately, this ensures customers get better, quicker service.

Our workforce optimisation platform is built around eWFM, the industry leading workforce optimisation package. eWFM brings a wide range of key features, including:

  • Skillset support to help roster agents with the right mix of skills at all time
  • Inbound and outbound contact centre support
  • Multiple sites supported within a single platform
  • Preferential rosters allowing agents to be given the shifts they prefer
  • Flexible reporting to let your team report on the statistics that matter to them

 

Workforce Consulting

Knowing where to make improvements in efficiency of contact centre operations can be difficult, and having experts who understand best practices working within your organisation may not always be possible.

Through our Professional Workforce Optimisation Consultants, Premier Technologies can provide contact centre managers with expert advice on how to obtain the most from the contact centre. This can be through reviewing current technology, analysing operational processes or training and developing Workforce Analysts and contact centre leaders.

Close