How to Optimize Your Outbound Communications

Even though outbound call volume has declined, according to a recent Forrester Consulting study commissioned by TransUnion, 86% of decision-makers surveyed said the phone is the most important outbound channel — not only for meeting customer service goals but also for increasing revenues.

The voice channel is even more critical when it comes to high-priority communications, including resolving urgent customer service issues and discussing personal matters.

Key findings from the study include:

• 63% rated call spoofing among their top five challenges in outbound voice
• 51% cited old or inaccurate customer data is also among their top five challenges
• 58% said displaying a company logo on outbound calls is important to improving customer engagement
• 62% said receiving an indication a call is authenticated (reducing the chances the call was spoofed) on the mobile call display is important to meeting that same goal

Download the full study and view the video to learn three steps you can take to optimize your outbound communications and enhance engagement.