Engaging IVR with Barclays Cycle Hire

The Barclays Cycle Hire scheme run by Transport for London, has been in operation since 2010. Now with an estimated 11,000 bicycles for hire in inner London City, the scheme has achieved almost 190,000 new members since December 2010.
Barclays_Bike_Thumb
Barclays Cycle Hire wanted to improve the call experience for their customers. Looking to Premier for their help and expertise in contact centre audio, they wanted to promote a much more exciting personality through their IVR messaging. “We wanted to say, this thing is fun, so come and have a go! – I think that needs to start from within our telephone messages.”

Ultimately as a customer service provider, Barclays Cycle Hire and TfL wanted to ensure that
callers had their questions answered as quickly as possible. By answering frequently asked questions in-queue, “We found that people were getting answers to some of the questions that they had just by listening to the messages.”

Barclays Cycle Hire were the recipients of the ‘Best Contact Centre Audio 2013’ award, with a totally revitalised production that was engaging, upbeat and fun. “Rather than having the traditional IVR messaging, something a little bit different was needed here. From the initial concept where they sat and they listened, the creative team came back to us with something that just blew our minds away!”

To learn more about creating a bespoke IVR system for your business, call the Contact Centre Audio Development team now on 0845 279 7200 or email info@premierba.co.uk