Callers judge each company they call based on the experience they have when they call. Good experiences make better companies, and a big part of that involves the pre-agent (IVR and on hold) experience.
You can sell this to your clients with our Partner Programme.
The pre-agent experience affects mood, and mood affects behaviour, so it's essential that IVR journeys not only reflect individual brands but also makes customers feel valued.
The science behind people's actions intrigued us so much that we created an academic white paper on how the pre-agent experience affected customer behaviours. Our research revealed that:
- 100% of customers agreed (71% strongly) that the pre-agent experience affected their mood
- Nearly 90% of callers share negative caller experiences with friends
- After a negative experience, over 80% of callers take their business elsewhere
Contact us to find out how you can start increasing margins and generating revenues from our Partner Programme. And we'll record and improve your telephone experience along the way - absolutely free!
Meanwhile, you can download our white paper to see first-hand how important the pre-agent experience is to any business.
I hope to hear from you soon.
Many thanks,
Roger Graham
Delivering OnBrand Customer Experiences
Phone | Store | Digital
E: roger@onbrandgroup.co.uk | T: 03333 220022
OnBrand Group Ltd
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