In the world of banking and finance, customer experience is paramount. From managing enquiries to providing support, every interaction builds trust with customers whether they are new or have been with the same financial institution for years. This is where professional message on hold and interactive voice response (IVR) can make a positive five-star seamless experience for customers.
1. Efficient Call Routing
A professionally recorded IVR can efficiently navigate calls to the appropriate department or service, reducing wait times and ensuring that customers are connected to the right specialist quickly. Whether it’s a customer calling about a loan, or a client seeking investment advice, informative IVR content can help streamline communication and improve overall efficiency.
2. Providing Important Information
Message on hold and IVR systems can also be used to provide important information to callers, such as branch locations, operating hours, as well as redirecting callers to the website. This can help ensure that callers have the information they need, even when they’re unable to speak with a staff member straight away.
3. Enhancing Professionalism
A professionally recorded message on hold and IVR system can enhance the overall professionalism of a bank or financial institution. It makes customers feel important and that the institution is well-organised and efficient. It is all part of your branding. This can help build trust and confidence in the institution’s ability to provide reliable and secure financial advice. Especially with scams on the rise, you need to provide assurance to your callers from the very start of the call that they are where they need to be and do not have to doubt if they are on a call to a scammer posing as the institution they are after.
4. Improving Communication with Customers
Effective communication with customers is essential for banks and financial institutions. A message on hold and IVR system can help ensure that customers receive timely and accurate information, reducing the need for follow-up calls and improving satisfaction. Did you know, some institutions now offer call-back services and a text with a link all from their IVR call flow?
5. Managing Call Volume
During busy periods, such as tax season or holiday periods, a message on hold and IVR system can help manage call volumes, providing information and options to callers. This helps to reduce wait times, ensuring customers receive the assistance they need quickly. For example, for an insurance provider during storm season, they might redirect callers to call triple zero for an emergency but may also provide an email to reach out to for non-urgent claims during high call volumes.
6. Enhancing the Customer Experience
Overall, a professional message on hold and IVR offers numerous benefits and can enhance the customer experience. By providing clear, concise information and efficient call handling, investing in these systems improve communication, creating a more positive and productive experience for customers. Check out or demos below or visit our audio library to listen to our other samples.
McGirvanmedia proudly services many businesses in the banking, finance, and insurance sector. We can work with you on script content essential to your business and will also advise on the best brand voice for your next project. For more information and to request a demo with the brand voice of your choice, please email us at enquiries@mcgirvanmedia.com.au or call to speak to one of our friendly team on 1800 777 428.