Southwark Council case study
"It has been a very fluid process: Premier CX has been very willing to provide us with options and things we should consider, as well as always taking on our feedback" - Denise Billey, Operations Manager - Southwark Council
Southwark's goals
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Improve sound and script quality in the IVR
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Make the queue more helpful for the customer
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Make the messaging system clearer
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Include brand values and messages into the queue
Results
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All areas are now aligned e.g. the website is aligned with the messaging
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Consistent brand in place - the voice used brings an authentic tone of voice
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Reduced abandonment rates
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More inclusive and diverse messaging with multi-cultural voices
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Happier customers