Caller Experience Marketing for Banks & Financial Centers
If you’re a banker, work for a credit union, run an investment firm or lead any other type of financial services business, you know that your customers expect a high level of service and professionalism.
They don’t expect a dismissive attitude from the CSRs who answer your phones. They don’t expect to get tangled up in a complicated phone tree. And they don’t expect a long silence or annoying beeps while on hold.
How Caller Experience Shapes Trust and Loyalty in Banking
Instinctively, your prospective customers know that a bad caller experience is a predictor of things to come. If they don’t receive a high level of care from you on the phone, they know they probably won’t get it at other touchpoints either.
But, when you anticipate your callers’ needs and provide an exceptional experience, you’ll take a very important step toward earning new business and strengthening existing relationships. And each time you deliver more than is expected, you’ll build customer trust and loyalty.
Negative encounters on the phone can even discourage first-time callers from doing business with you at all.
Types of Banking Caller Experience Marketing Services
On Hold Marketing
The music and messaging your callers hear while on hold can have an immediate impact on their perception of your bank. When that content is audience focused, thoughtfully written and produced well, it will help your callers realize that you care about their experience on hold and that they’re in good hands.
Humor On Hold
Banking is a serious business and you certainly want customers to trust you and your services. But that doesn’t mean you can’t apply a lighter touch to your marketing content. In fact, our Humor On Hold could become one of the elements that differentiates the caller experience you provide.
Caller Experience Audit
In a caller experience audit we’ll review every aspect of what people encounter when calling your bank, including your hold times, call center announcements and On Hold Marketing content. We’ll also monitor and score the performance of your front-line phone staff, discuss best practices with you and establish measurable key performance indicators to show future improvements.
Caller Experience Training
Your bank’s employees are the personification of your brand. Ideally, they represent your values well and take very good care of your customers. But if you’re losing market share or not growing as quickly as you’d like, your frontline telephone staff could be part of the problem. By providing them with more of the training they need to succeed, you can capitalize on their daily connections with current and potential customers.
Automated Caller Experience
Designing programs, mapping call flow and generating thoughtful content on a regular basis still require knowledgeable experts. We can apply our skills to your automated call handling tools to provide a positive experience for your callers. That includes writing and recording prompts and other messaging to help the people who call your bank reach their goals quickly.
Key Benefits
Omnichannel Banking Strategies
When your brand voice and personality are consistent across all your marketing and advertising channels – including your mobile app and on-location graphics – you make it easier for your target audience to recall your name, your current campaign and the unique value you provide.
We can create Caller Experience Marketing content that’s consistent with the feel and messaging in your other channels. That will reinforce what potential customers heard in your radio or TV commercials so they’re reassured that they’re calling the right place.
IVR Systems to Enhance Efficiency
Interactive Voice Response systems (IVR) can make handling incoming calls more efficient and less expensive. They still require the human touch, though, to maximize their effectiveness.
Our team can write and record the greetings and prompts for your bank’s IVR messages. And when we use the same professional voice talent for your IVR and On Hold Marketing content, your customers will enjoy a pleasing consistency wherever they may be in their caller journey.
Shorter Perceived Wait Times
When your customers make the decision to call your bank, at least one of two things is true: 1) they prefer to ask their questions of a live person instead of using an app or website and/or 2) they’re angry about an aspect of your service and they want to let someone know about it.
In either case, you’ll want to get to their calls right away, but if you need to place them on hold, that’s not possible.
The next best thing: shorten their perceived hold times. We do that by creating custom On Hold Marketing content that answers common caller questions and addresses their other needs. When your callers are engaged or entertained by what they hear, their hold times will feel shorter. That’s an important element of a high quality call.
Banking Marketing Samples
To hear samples of On Hold Marketing we’ve produced for clients in the banking / financial services industry, click any of the following audio samples.
- Eaton Family Credit Union--:----:--
- State Bank--:----:--
- F & M Bank--:----:--
Transform the Caller Experience Your Bank Provides
Just as customers trust you and your team to do what you do well, you can rely on our award-winning agency to do what we do: maximize the potential of the caller experience you provide.
We’ll bring decades of expertise to your brand, along with skilled program designers, copywriters, recording engineers, voice talent and support staff. And since we’ve served more than 100 clients for 20+ years each, you can trust that we’ll be committed to your complete satisfaction, too.
Ready to talk? Just call 800/473-9005 to start the conversation.
