The challenge

Abandonment rates were rising, and the new autopayment functionality was not being adopted at the expected levels. Average handling time was increasing as callers chose to make payments direct with agents and transfer rates were high as callers were not choosing the right options to reach the appropriately-skilled agents.

Our task

• Improve signposting in IVR

• Promotion of the autopayment functionality

• Redesign caller journeys to align with other contact centre channels

• Ensure consistency with Welsh/English language journeys 

The solution

Through analysis of call data and recordings, stakeholder workshops and customer feedback sessions, we reviewed the caller experience and redesigned the caller journeys using conversational, customer-centric language, adding key call to action triggers, prioritising options based on volumes and ensuring succinct routing to the appropriate team.

To improve engagement, we worked with the brand team and selected multi-lingual voice artists and a range of music tracks to fit the call type and average time to answer. Queue messages were created to promote brand awareness, water-saving and eco initiatives and promote digital channels to encourage deflection and educate/influence future customer behaviour.

The new Visio call flows, a master script spreadsheet and an Audio Style Guide were created to ensure consistency.