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Phone calls are critical for financial service firms who regularly need to resolve complicated issues, deal with urgent concerns, and share confidential information. The personal, high-touch nature of voice calls provides a way to improve customer engagement―and protect and promote your brand.

According to a recent Omdia study, Rebuilding Trust in Calls, 77 percent of financial services firms surveyed said the call experience is extremely or very important to their customer experience. But, 88% reported that more than 10% of their calls were blocked in the past six months; while 44% said their calls were being mislabeled.

Branded Call Display (BCD) helps you increase answer rates by up to 56%, while reducing costs, improving engagement, protecting your brand and reversing revenue loss.

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Get immediate insights into where your agency is in the seven-step Trusted Call Journey – and what actions you need to take to ensure your calls are getting through to customers.

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Survey says!

Here’s what financial services firms said:

67%

Indicated the phone and email were equally their most important communications channels

89%

Ranked call-backs, fraud alerts, and payment reminders (equally) as the most common types of outbound calls

55%

Reported that outbound call volume was significantly or slightly higher than a year ago

88%

Said over 10% of calls were mistagged as spam; one- third reported mis-tagging rates of over 30%

44%

Indicated revenue loss of at least 10% as a result of call blocking and tagging

78%

Said they definitely or probably need a branded call display solution

Source: Omdia survey, Rebuilding Trust in Calls, 2021.

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