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MARCE Awards 2023

Marketing & Creative Excellence
- Most Effective IVR Prompt
- Most Effective Music On-hold
- The Best in Show

Delighted with 3 MARCE Awards!

The global award ceremony, a coveted symbol of industry leadership, was held in Maryland, US.

3 awards won in recognition of our team's dedication to improve our clients caller experience journey.  

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Most effective IVR prompt

The IVR prompt for Cambridge City Council was hugely successful due to a redirection to a simple explainer video, also created by Premier CX.

The video that customers could access, gave them clear and concise instructions to register for the Council’s online portal.

The award-winning IVR prompt with video explainer, increased online portal registrations by 30% in the first month and reduced AHT by 18%. There were 1,500 views of the video in the first 5 months!

30% increased registrations in first month
Average Talk Time decreased by 18%
37% uplift in new portal registrations

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Most Effective Music On-hold & Best in Show

Welsh Water, known to native Welsh speakers as Dwr Cymru, is a regional water company in the UK.

Their mission is to empower and encourage callers to self-serve, while the caller remains in control of their journey. They can stay on the line, take advantage of the information provided, or choose the call-back option.

All the messages are twinned with a medley of positive and warm music choices, reflecting the benefit-led approach.

48% reduction in call abandonment

80% increase in calls routing to auto payment line

Average handing time (AHT) reduced