Is your IVR a great experience?  

Every IVR call is a small super-concentrated customer experience. If it works well, it can reinforce a customer's good feeling, but if it doesn't it risks damaging your reputation and tests the customer's loyalty. They have to be right.

The smart money  

Whether you have smooth call-flows and tight scripts, or laboured calls and clunky scripts, the set-up costs are exactly the same. But the results are worlds apart.

We can help you to refine your IVR, so that 

  • Your customers get a great customer experience, and

  • You get a better return on your investment. 

We know this business inside-out

We start with you and your brand, and then choose the right words, and the right voice, so that everything about your IVR, gives your customers the experience they expect from you. And nothing less.

Great IVR, works from every angle. 

  • More customers will stay on the line, 

  • More customers will complete your requests,

  • You'll get a better return from your IVR,

  • Your customers will accept other IVR Applications. 

We can change customers minds.

We've spent 20 years helping leaders and businesses to make their mark. We know how the right turn of phrase, and the right tone, will help you engage, influence and inspire your customers.  

In voice prompts, three things count.  

  1. The right words

  2. The right tone and inflection,

  3. The feeling that customers get from the call.

The third one is the clincher, because that's the one that lingers. It's the thing that works in real life – that draws people in. Effective leaders have it. Most IVRs don't. But they could, and they should. 

We will work with your IVR in five stages.

  1. Audit. We examine your IVR, and identify how changes to the structure, phrasing and tone, will make calls smoother, clearer and quicker. 

  2. Rewrite. Based on our audit result (and working with your brand guidelines) we rewrite your scripts, so everything sounds natural and fluent, and eases the customer through the call. 

  3. Record. We will cast a voice actor that's right for your brand (or work with one you use elsewhere). Then, once scripts are approved, we will record the new material, making certain that every line has the right inflection – to move the customer through the call, and create the best customer experience. 

  4. Upload.  Once the voice prompts are recorded, we will work with your technology partners to convert the prompts into the right format, so they can be loaded directly into your IVR.  

  5. Measure. When the Application goes live, we can analyse its performance against its own past results, and against other parts of the IVR portfolio. Based on these results, we will make any modifications directly into the App.