Detailing the positive impact that video can make on a contact centre environment, Premier have now released their first public sector case study. Gurkan Yilmaz of the London Borough of Enfield Council was delighted with the service and solutions that he received, stating “We’ve seen our complaint levels go down, we’ve seen customer satisfaction levels go up and we’ve seen our call duration go down as well”.
These particular video solutions focus on a range of council tax letters and were created to help improve understanding amongst Enfield Council residents. As well as explaining the letters online, these videos are extremely empowering and enabling for the council’s contact centre agents. “It gives them another way to help the customer. Now what we do is email a link to the videos or to the webpage”. This helps alleviate the impact of calls on the call centre, while enabling a more pleasurable experience with their customers when they are talking with them.
The Contact Centre Team are currently working with a range of customers in the public sector to deliver audio and video solutions that improve customer engagement and increase efficiency, while reducing costs. If you would like to find out more about how audio or video can positively influence your contact centre, please contact us on 0345 071 1359 or email firstname.lastname@example.org.
You can view the full video case study below featuring Gurkan Yilmaz from the London Borough of Enfield Council.