Adexchange provides professional messaging to improve Contact Centre performance.
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Challenge:
Camelot needed the National Lottery line to be part of the Lottery experience. The phone line offered Camelot a rare chance to communicate with their core players on a 'personal' level – and drive sales.
Result:
Every caller is alerted to every Rollover, Superdraw and new game. Camelot can now target specific groups of players with tailored messages – at a critical moment in the sales cycle.
Solution:
Adexchange created an exciting sound to work alongside the TV show. Fanfares, sound effects and a hand-picked team of voices update the IVR live every night – within minutes of the Draw.
Challenge:
London’s leading Tourist Attraction was taking thousands of calls a week… but only 16% were choosing to book tickets in advance.
Result:
The professional messaging took immediate effect. The percentage of callers choosing to book in advance rose from 16% to 53% overnight.
Solution:
Adexchange re-scripted the entire IVR experience. Powerful, professional language was developed, high impact positions were identified for key messages and a warm, persuasive, professional voice was secured.
Challenge:
The UK’s biggest Pools Company answered 1.8 million calls a year – but call flows were inefficient, transfer rates were high and agents spent 33% of their time dealing with low value callers.
Result:
The benefit to Littlewoods was immediate. Transfer rates reduced by 55%, fewer agents were needed to re-direct incorrect calls and more agents spent more time dealing with the right callers.
Solution:
Adexchange untangled the call flows through a programme of data analysis, high-impact routing solutions and professional messaging.
Challenge:
The UK’s oldest motoring organisation was still using amateur voices and clumsy scripts. Callers found the experience so negative they tried to “beat the system”.
Result:
RAC callers now enjoy a positive brand experience. Transfer rates are down 46%, abandonment is down by 32% and callers spend less time trying to “beat the system”.
Solution:
Adexchange redesigned the routing map to aid call flow, developed a positive script and identified a warm, effective, professional voice to encourage callers through.
