Waltham Forest District Council Call Centre Audio Case Study

Client:

Waltham Forest District Council

Attributes:

• Use Professional Voices
• Clear IVR Prompts
  Reduce Abandonment Rates
• Reduce Call Backs

Service:

Call Centre Audio for Councils, Government and the Public Sector.

The Requirements:

Waltham Forest Direct recently went through a major contact centre upgrade, including the purchase of a Nortel Symposium ACD. PBA was asked to carry out a “ call centre audio consultancy” of all Network and local IVR, Switch, ACD and emergency messaging.

The existing customer experience was very poor and the main issues highlighted where:

• Confusing IVR menus
• Poor quality in-house recordings
• Domestic CD player, playing a two minute long loop of Vivaldi across
  all queues
• CD players frequently failed and this was usually reported by the
  general public
• High abandonment rates
• High levels of outbound call backs.

The Service:

Premier analysed the call flows, bench-marked the caller experience against other local authorities and carried out a creative workshop to identify the ideal persona to voice all telephony touch points.

The service also included a review of Waltham’s existing Contact Centre IVR menu tree design, evaluated their  IVR prompts, IVR scripts and voice artists used. 

Premier also recorded the current inbound customer calling experience, which enabled them to mock-up an example recording of how their Contact Centre customer caller experience could be improved.

The Results:

The end result was:       
            

• Clear, practical IVR voice menus
• Voice consistent messaging
• Improved caller experience
• Reduced abandonment rates
• Increase in website hits and self service options for revenue and benefits.
• Informative in-queue and on hold messaging relevant to the callers queue
• Professionally blended music and messaging at peak call time.

A particular project Waltham Forest was keen to promote was fostering and adoption in the local area. By inserting a “smart information announcement” in front of the welcome message enquires increased by up to 20%, this was of great benefit to both the council and the community.