Case Study: Thirteen Group reduces call backs by 80% with Premier CX

Thirteen Group reduces call backs by 80% with Premier CX

Thirteen Group, a large housing association in the UK, faced unprecedented pressure on its contact center following the pandemic, leading to long customer wait times and high agent attrition. The challenge for Premier CX was to redesign the caller journey to alleviate this pressure and demonstrate Thirteen Group's commitment to speed, convenience, quality, and responsiveness.

Premier CX designed a new, localized IVR system with easy-to-navigate call flows and a helpful queue experience. This solution, coupled with a queue buster initiative, reduced call back requests by 80% per month, alleviated pressure on agents, and allowed for more efficient training. The vendor, Premier CX, helped Thirteen Group successfully support its services in line with its core values.

Thirteen Group