- How improving their customer experience measurement is critical to achieving their top goals
- How unanswered calls, “Unknown Caller” labeling, lack of trust in the phone, fraud, and call fatigue result in lower than hoped for answer rates and right-party contact rates
- How those financial services firms that have adopted solutions say they’ve seen significant increases in answer rates and right-party contact rates
Financial Services Firms Can Increase Outbound Call Answer Rates by 56 Percent
Ninety percent of financial services respondents said the phone is their most important outbound channel, according to the commissioned study conducted by Forrester Consulting on behalf of TransUnion.
While financial service firms say they are confident they can manage their multi-channel outbound communications strategy, eighty-four percent said it’s important or critical to address their reliance on manual planning for cross-channel communications. That means they still haven’t addressed the need to automate their outbound sequencing strategy.
Read the eBook to learn what financial services companies said about:
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