Branded Calls for Financial Services
Bank on Branded Calling to Improve Customer Engagement
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.
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.
Here’s what financial services firms said:
Indicated the phone and email were equally their most important communications channels
Ranked call-backs, fraud alerts, and payment reminders (equally) as the most common types of outbound calls
Reported that outbound call volume was significantly or slightly higher than a year ago
Said over 10% of calls were mistagged as spam; one- third reported mis-tagging rates of over 30%
Indicated revenue loss of at least 10% as a result of call blocking and tagging
Said they definitely or probably need a branded call display solution
Source: Omdia survey, Rebuilding Trust in Calls, 2021.