Through the use of client data gathered via secret shopping and client feedback we map the typical journey as your client experiences it, in terms of process, content and sentiment. We then consult with your executive team and employees to identify the desired client journey, one that impresses rather than gets in the way of becoming an advocate of your service.
Front-end telephonic experience
Every caller that reaches the right place first time is one less call transfer; every caller that stays on the line listening to an engaging queue experience is one less abandoned call, that may ring a competitor instead. Through our eco-system of partners we can improve the telephonic aspect of your client experience journey and based on the belief that all the elements of a good caller experience drives operational efficiency.
Our telecommunications partners and audio branding partners provide intelligent telephone systems and design end-to-end experience from the welcome, menu options and queue & hold scenarios, delivering callers to your teams in the best possible frame of mind. An online dashboard provides the flexibility to ensure that you can create exactly the experience you want to deliver time and again. You can record calls for learning purposes and request client feedback.