Wherever there are large call volumes, Adexchange can help businesses and public sector organisations to maximise return on their call centres.
Roll over each logo to explore how our solutions have helped these leading companies to achieve their goals.
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.
