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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
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Southwark's goals

  • Improve sound and script quality in the IVR
  • Make the queue more helpful for the customer
  • Make the messaging system clearer
  • Include brand values and messages into the queue
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Results

  • All areas are now aligned e.g. the website is aligned with the messaging
  • Consistent brand in place - the voice used brings an authentic tone of voice
  • Reduced abandonment rates
  • More inclusive and diverse messaging with multi-cultural voices
  • Happier customers