Consultancy

The Caller Experience

Persona - Bringing brands and products to life is no longer just a function of design and advertising and it's crucial that customers experience consistency whenever and wherever they interact with a brand. Finding the right voice and personality can be a complex process without the right support, which is where we come in. From brief to delivery we have many years experience helping customers find the right audio persona for their brand.

Script and linguistic style - Understanding the current brand expression and then ensuring this is consistently reflected across all customer contact points is a key element of this strategy. We will analyse how the brand is represented in other media with regards to tone of voice and copy style and make recommendations as to the script and linguistic style to be used in both the pre-queue and in-queue environments.

Call flow and script analysis – Directing customers through the routing process with the minimum amount of frustration is vital. Enabling customers to talk to the right person is a function of well designed call flows and clear scripting. We are able to provide consultancy in both call flow analysis and scripting. Evaluating the routing and vocabulary used, suggesting changes that will improve call completion and improve efficiency.

OnHold - Well designed and delivered onhold services can be an effective and positive tool in the call handling process. Conversely poorly designed and maintained services can be negative and damaging. As a leader and innovator in this area we are ideally suited to advise on all aspects of the service making sure that the hold service is an asset.

Music - The style of music that will be used during the queuing stage of the caller experience is another important element of capturing the essence of your brand(s). The music must be complimentary and not compete with the style of voice and the message being delivered. Following the research and analysis of the voice and linguistic style we apply the same principles to making music recommendations.

Voice Audit – A good starting point for improving the sound of your brand is to understand what your callers currently experience when they contact you. Working across the customer's telephone contact points we uncover the good, the bad and the ugly when it comes to how voices are used on systems.

Contact Centres - Whether building a new customer contact centre, reviewing the structure of internal helpdesks, expanding your contact management facilities, or simply performing a health-check on the efficiency of operations we can advise and help you get the most from all your customer contacts.

Marketing - There is an old adage that every customer contact is an opportunity to sell. The reality is that finding the balance between promoting, informing and pacifying customers is not always easily achieved. Our team of industry experts will work with you to develop and implement the right customer contact strategy.

Consultancy Fees – These vary according to the requirements and scope of each project. Please contact us with you requirements and we'll be happy to work out the best programme for your needs.