MARCE Awards 2023
- 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!
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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
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