Video Testimonial

Here’s how we helped Wandle Housing Association improve contact centre efficiency and customer satisfaction, through our complete IVR Consultancy and Professional IVR Voice Recording Service.

Before

Wandle’s IVR messages were recorded in-house by members of staff, meaning their sound quality was poor and there were several different voices on the system.

The call flows had never been professionally designed, meaning if callers selected certain options, their queries weren’t answered, or they were put through to the wrong department.

On top of this call wait times were well above the industry expected levels, which they obviously wanted to reduce as much as possible.

After

Wandle took advantage of our IVR Consultancy and Professional IVR Voice Recording services to create the perfect caller journey from the ground up.

Throughout the consultancy stage, which included a one day on-site workshop, we assessed residents’ requirements to make navigating the IVR simple and provide the right information at the right time.

Callers are now greeted by a welcoming on-brand voice, which quickly helps them select the correct option for their enquiry.

Customer satisfaction scores are up and contact centre efficiency has increased

Before - Recorded by a Wandle employee

After - Recorded by a professional voiceover artist

Abandoned Calls Reduced to

Less than 5%

Queue Wait Times
Reduced by

50%

Service Level
Increased by

29%