GETTING TO THE POINT WITH LEGAL AND GENERAL

THE CHALLENGE

Could we decrease the number of abandoned callers, helping increase L&G’s profit margins and improve customer relations?

Legal & General receive thousands of calls every day about a multitude of different issues. Because of the customers’ varied needs, the telephone journey can be quite complicated, and as emotions can be running high, the company were acutely aware that they were losing custom due to high levels of caller abandonment.

ENTER ONBRAND

We used a little fairy dust along with our unique IVR design methodology to remedy the problem.

By working with the client, we were able to map out each part of the telephone journey, taking into account projected call times along with how the customer would be feeling. We used our experience to suggest new messages, managing to exclude any unnecessary information, and then applied our technology to L&G’s system.

KEY WINS

The customer experience was dramatically improved and on one sales line alone, caller abandonment lowered from 45% to just 5% – significantly increasing revenue on a month-by-month basis.