Thirteen Group
case study
case study
The Client
With more than 73,000 residents in the North East of the UK, Thirteen Group is one of the largest housing associations in the North East. Providing innovation, support and ongoing investment into their communities.
They are dedicated to delivering the ‘Big Three’ for their customers, Speed/Convenience, Quality, and Responsiveness.
The Challenge
Following the impacts of the pandemic, Thirteen Group experienced unprecedented levels of agent attrition and demand, which had a huge effect on their customer service levels, with callers experiencing long wait times, and immense agent pressure.
Key Requirements
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Designing a clear and concise caller journey
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Creating empathetic content and appropriate deflection within the IVR
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Enhancing the queue space to provide relevant and helpful information
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Demonstrate excellent service values
"Premier CX supported us by creating a new caller experience. That, coupled with our new queue buster solution, helped alleviate this pressure, allowing us to employ and train more agents."
The Solution
Through workshops with primary stakeholders, we were able to identify key opportunities within Thirteen Group’s IVR. By focusing on accentuating their excellent service values, we worked together to design an updated caller journey.
Utilising Visio to visualise the caller experience, we were able to fully understand the needs of their customers.
Using our expertise in conversation design and the CX sector, we sourced voice artists that represented the local communities, and created bespoke queue experiences that provided helpful and relevant information. Resulting in a seamless experience for callers.
This, coupled with Thirteen Group’s queue buster initiative, helped alleviate the pressure felt by their contact centre agents, allowing them to train new recruits to full competency in record time, whilst supporting their services in line with their big three; ‘Speed/Convenience, Quality, and Responsiveness’.
The Results
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Call back requests reduced by 80% a month
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Development of an on-brand localised IVR
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Easy to navigate flows – ensuring callers reach the right teams
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Helpful, engaging and relevant queue experience
“Following our return to the office after COVID, and reduced service levels during that period, we experienced increased demand, and agent attrition, which caused long wait times and increased pressure.
Premier CX supported us by creating a new caller experience. That, coupled with our new queue buster solution, helped alleviate this pressure, allowing us to employ and train more agents.
The team at Premier were really easy to work with, they were flexible and always provided honest and constructive feedback.
We enjoyed the full process of building/implementing it alongside the Premier CX team, it has supported our services to our customers in line with our big three, Speed/Convenience, Quality and Responsiveness.”
Ian Atkinson - Thirteen Group
