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VAX case study

"We have found Premier CX to be a great partner. They have responded to what we needed and really understood us as an organisation, helping us to design the journey and improve the customer experience, so that the information we provided was succinct and reflective of our brand." - Carole Edwards, Director of Customer Service - VAX

Working closely with Vax’s team, led by Director of Customer Service, Carole Edwards, Premier CX gained a thorough understanding of the brand’s values and their aspirations for the caller experience. The resulting call flow design and scripting was what Carole described as “on-brand, dynamic audio encouraging callers to self-serve”. In the first week of implementation, the IVR immediately reduced the number of repeat callers and positively deflected around 5,000 calls. The impact of this statistic was that queue volumes reduced by 30% and 100% of product enquiries were subsequently from people who had already registered their product online.

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VAX's goals

  • Reduce abandonment rate and repeat calls
  • Reduce AHT
  • Utilise Salesforce data to introduce dynamic IVR
  • Improve caller experience and brand trust
  • Promote the benefits of self-service / positive deflection (where appropriate)
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Results

  • Over 5,000 callers were positively deflected from the contact centre in the first week
  • Queue volumes reduced by 30%
  • 100% of product enquiries were subsequently from people who had already registered their product online
  • 61% improvement in call abandonment rate
  • Improved Agent utilisation