The Enterprise Call Experience in 2023: Finance

Don’t let negative call experiences impact your revenue

Regardless of industry, customers are demanding a better experience, including effective and efficient multi-channel outbound communications. For financial service firms, the phone still plays a critical role in the multichannel outbound communications strategy, along with other channels, especially email.  However, negative call experiences, like robocalls, spam mistagging, and fraud, are have a negative impact on revenues.

In late 2022, we commissioned Omdia to conduct a survey of enterprises across seven industries that make large volumes of outbound calls to gain insights on current challenges and opportunities of the customer call experience.

We then focused on findings for the finance industry. Read the eBook to learn about those key findings, including what finance firms say about why:

• The call experience is closely tied to overall brand perception
•  Seventy-eight percent estimated that over twenty percent of their calls were being blocked in the past six months
•  Over half said they are not very satisfied with their capability to prevent outbound calls from being blocked or flagged as spam

Find out how TruContact™ Branded Call Display (BCD) and Phone Behavior Intelligence (PBI) can help you get more calls answered, enhance the customer experience, and increase revenues.