TELEPHONE IVR & ON-HOLD

GREAT BRANDS DELIVERGREAT CALLER EXPERIENCES

We design and deliver outstanding caller experiences, so your customers get the right message from the moment they contact you.

By making sure your callers reach the right team first time, and in the best frame of mind, we create a positive experience that makes the most out of every customer contact and helps to achieve your customer service, operational and brand goals.

Sound affects feelings and emotions, and feelings and emotions drive behaviour. Our understanding of this enables us to produce messages in a way that strengthens the relationship between you and your customer on every call.

reduced customer effortright first time routing

call flow designtone of voice design

reduced caller abandonmentincreased self-serve acceptance

content personalisationbrand alignment

scriptingmusic profilingaudio production

in-queue & on-hold manage-ment

We look at your brand, your business and your customers to design a caller experience that achieves a wide range of objectives, including:

We do this through:

WE SPEAK YOUR LANGUAGE

WE LISTEN

Our most recent study asked over 1000 people about their experience when contacting businesses over the phone. Here are some of the results that highlight the importance of getting your telephone experience right.

41% prefer to make contact on the phonefor day to day enquiries. This rises to 90%if the enquiry is more complex.

93% tell us that not talking to the rightperson first time is extremely frustrating,55% of these people will hang up and 47%of these are unlikey to call again and lookelsewhere.

Inappropriate music and messaging isextremely frustrating to 83% of consumers.The good news is that if you get theseaspects of your customer journey right 80%of customers are extremely likely to stay loyal and do business with you again.

Our understanding of how sound generates emotions and drives behav-iour enables us to script and produce messages in such a way that they generate positive emotions on each call. A caller who has a relaxed, personal and pleasant experience will associate those feelings with your company after the call and it’s this affinity to your brand that will increase the likelihood of them returning to you first when they next need a service you offer.

As customer contact becomes increasingly mobile, one challenge is to seamlessly link your telephony to your digital channels.

LINK YOUR TELEPHONYTO MOBILE WITH VISUAL IVR

Visual IVR creates a simple to use mobile interface for customer interaction.

Benefits include:

advanced self-serve capabilities

switch between telephony and digital channels in real-time

instantly provide a mobile digital offering

reduce numbers of contacts reaching agents

reduced average handling time

03333 220022 sayhello@onbrandgroup.co.uk onbrandgroup.co.uk @onbrandgroup

CALL US FOR A FREE NO OBLIGATION CALLER EXPERIENCE REVIEW