CUSTOMER EXPERIENCE AUDIT
IMPROVE YOUR CALLER EXPERIENCE
If you believe that “Your call is important to us” then use our customer experience audit to understand how
effective your customer journey really is. We call every line of your IVR tree and highlight any choke points
in your pre-agent caller experience, improving and identifying operational savings and
making for better contact behaviour.
How does it work?
your number and score your customer journey on six key elements: Language, Structure, Quality, Voice, Brand and Experience
the existing experience against the nature of your business, creating a detailed report of how your overall score can be improved on.
the report in person, in simple terms that highlight the steps we recommend you take.
• Improve first time call routing
• Ensure you have the right IVR options
• Deflect calls to other channels where possible
• Increase self-serve adoption
• Handle regulatory requirements
• Increase conversions to sales
• Increase customer satisfaction scores
• Increase operational call efficiency
• Reduce caller abandonment
• Reduce customer perception of the time spend on hold
We provide you
We’ve improved customer journeys for over 15 years. Read our case studies to see who and how.
Not only do we spot problems, but we know how to fix them
We relay our findings in simple terms, without the jargon
You’ll be provided with a comprehensive written report on how strongly you score across the six key disciplines of your messaging. Within the report, we’ll highlight the ways we can help, and any additional services you might require from us will be clearly outlined, either as professional service days or as a cost per recorded message.