Welsh Water case study
"We now have a much better caller journey that’s clearer for our customers to understand when they call us. This has resulted in much-increased success rates within our IVR that provides a much better customer experience. Premier CX delivered excellent quality backed-up with the customer feedback to prove it". Shaun Collin, Retail Planning & Technical Analyst - Welsh Water
Welsh Water are a not-for-profit organisation. Striving for success they are built on the aim of reducing Welsh Water’s asset financing costs, the water industry's biggest cost! With big aims, Welsh Water needed superior solutions across their English and Welsh lines. With this in mind, our experts worked on creating engaging, on-brand scripting to guide Welsh Water’s customers through the IVR, as well as re-ordering the call flow to ensure that customers were directed to the right agent as quickly as possible. The creative team were also able to recommend voice artists, music and develop on-brand scripting in a conversational style that customers are receptive to.
Welsh Water's goals
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Promote autopayment service
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Clearer signposting in IVR
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More effective call routing
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Improve positive abandonment rates
Results
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48% reduction in call abandonment
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80% increase in calls routing to auto payment line
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Average handing time (AHT) reduced
