HOW CAN WE HELP YOU

IVR DESIGN

Your caller experience starts before your agents even pick up the phone. We’ll help you reduce customer effort, increase self-serve, and reduce abandoned calls. When customers do need to speak to you, we’ll get them through to the right place straight away.
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Tone of Voice and Scripting

Tone of voice is what you say and how you say it. Use the right words and tone in your IVR, corporate video, and customer service scripts to strengthen customer relationships and influence behaviour.
Tell Me More

Audio Services

The quality of audio affects how people receive your message and perceive your brand.  We record, produce, and format professional audio for your IVR, corporate videos, and events to make sure you’re not only heard, but listened to.
Tell Me More

Professional Voice Recording

Professional voice recording and audio production is often an unseen part of a project but it is just as important as the design, the words and the voice. Having up to date equipment is important but more than that you need a team who can bring that design, those words and the voice to life and deliver ‘your message in your way.
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channel shift

When customers want to shift between telephony and digital channels, (or when you want them to), Customer Touch Point makes the journey seamless for the customer, easy for your team to manage, and ultimately reduces the overall cost of contact. Tell Me More

Customer Feedback

Feedback is vital to know what your customers need and how to improve your customer experience. Use our suite of solutions to gather feedback, measure agents’ performance, and motivate your team.
Tell Me More

CX In Regulated Environments

In a world of rules and regulations, there’s certain information you’re expected to share with your customers. You might need to explain how you keep their data safe, or that you record their calls. With a risk of hefty fines and public damage to your brand,
Tell Me More

IVR DESIGN

Your caller experience starts before your agents even pick up the phone. We’ll help you reduce customer effort, increase self-serve, and reduce abandoned calls. When customers do need to speak to you, we’ll get them through to the right place straight away.
Tell Me More

Tone of Voice and Scripting

Tone of voice is what you say and how you say it. Use the right words and tone in your IVR, corporate video, and customer service scripts to strengthen customer relationships and influence behaviour.
Tell Me More

Audio Services

The quality of audio affects how people receive your message and perceive your brand.  We record, produce, and format professional audio for your IVR, corporate videos, and events to make sure you’re not only heard, but listened to.
Tell Me More

Professional Voice Recording

Professional voice recording and audio production is often an unseen part of a project but it is just as important as the design, the words and the voice. Having up to date equipment is important but more than that you need a team who can bring that design, those words and the voice to life and deliver ‘your message in your way.
Tell Me More

channel shift

When customers want to shift between telephony and digital channels, (or when you want them to), we’ll make the journey seamless for the customer, easy for your team to manage, and ultimately reduces the overall cost of contact.
Tell Me More

Customer Feedback

Feedback is vital to know what your customers need and how to improve your customer experience. Use our suite of solutions to gather feedback, measure agents’ performance, and motivate your team.
Tell Me More

CX In Regulated Environments

In a world of rules and regulations, there’s certain information you’re expected to share with your customers. You might need to explain how you keep their data safe, or that you record their calls. With a risk of hefty fines and public damage to your brand,
Tell Me More

When the call connects and your welcome message kicks in, your caller experience begins. And the need to support your customers whilst watching the pennies is ever-growing.

With IVR design, it’s all about effort. Or lack of effort, to be more precise. When you make things easy for your customer, their natural decision will be to self-serve where they can – which means reducing the overall cost of contact for your organisation.

Over the last twelve years, the hundreds of IVRs we’ve designed have helped businesses achieve their customer service and operational effectiveness goals, which increases the return on investment. Our team have transformed customer experiences for M&S, Legal & General, Virgin Trains, GE Money, and James Villas Holidays.

Here’s what we can do for you:

We work with all types of systems including:

Maybe the technology isn’t up to scratch, the call routing is tangled, or the words you use don’t make sense to your customer. Your caller experience is unique – that’s why we use our own proven methodology to understand what’s right for your customers and your business. It’s personal.

If your IVR isn’t performing as well as it should be, come and speak to us or fill in a form for a free caller experience review. We’d love to help bridge the gap between tech and the customer behaviour you want to influence across your touch points.

IVR Design

REDUCE CUSTOMER EFFORT AND INCREASE SELF-SERVE IN YOUR IVR

When the call connects and your welcome message kicks in, your caller experience begins. And the need to support your customers whilst watching the pennies is ever-growing.

With IVR design, it’s all about effort. Or lack of effort, to be more precise. When you make things easy for your customer, their natural decision will be to self-serve where they can – which means reducing the overall cost of contact for your organisation.

Over the last twelve years, the hundreds of IVRs we’ve designed have helped businesses achieve their customer service and operational effectiveness goals, which increases the return on investment. Our team have transformed customer experiences for M&S, Legal & General, Virgin Trains, GE Money, and James Villas Holidays.

Here’s what we can do for you:

  • Reduce customer effort – keep things easy and streamlined for the customer.
  • Channel shift from telephony to digital – influence customers to interact with you through other digital channels.
  • Increase telephone based self-serve – make it easier for customers to serve themselves, without the need of an agent.
  • Right first-time routing – get your customer to the right place, straight away.
  • Increase first contact resolution – resolve your customers’ needs the first time they call.
  • Align IVR experience with brand image – keep your telephony experience consistent and in-line with the brand elsewhere.
  • Increase Net Promotor Score (NPS) – improve customer satisfaction.

We work with all types of systems including:

  • Auto attendant
  • DTMF/Touch tone IVR
  • Natural language and call steering platforms
  • 1 or 2 way SMS platforms
  • Visual IVR
  • Live chat

Maybe the technology isn’t up to scratch, the call routing is tangled, or the words you use don’t make sense to your customer. Your caller experience is unique – that’s why we use our own proven methodology to understand what’s right for your customers and your business. It’s personal.

If your IVR isn’t performing as well as it should be, come and speak to us or fill in a form for a free caller experience review. We’d love to help bridge the gap between tech and the customer behaviour you want to influence across your touch points.

Tone of Voice and Scripting

TONE OF VOICE IS WHAT YOU SAY AND HOW YOU SAY IT

Your tone of voice represents your brand, your personality, and your values.  It’s the words you use to write your marketing emails. It’s the voiceover artist you choose for your IVR scripts, auto attendant or phone menu, and the language you use to write your on-hold messages. It’s the way your agents speak to your customers on the phone and on live chat.

With the right words, your customers understand what you’re saying, why it’s important to them, and what they need to do with this information. So when you do this across all touch points – you get a better response from your customers, and the results you need.

Over the years we have supported and solved problems for a host of top name brands throughout the UK and internationally.  Recently Customer Touch Point have designed telephony tone of voice, written scripts, and transformed customer experiences for the likes of Spire Healthcare, MBNA, Lloyds Bank, Great Western Rail and M&S.

One recent tone of voice and scripting project for a major healthcare provider reduced abandoned calls by 50% within the first week, increased right-first-time routing by 60%, and significantly reduced the need for overflow call handlers. As you can imagine, this hugely reduced the overall cost of contact, and also improved the experience for the customer.

Here’s how we can do the same for you:

Tone of voice design

We work with you to find the right way to communicate using voice, words, and sound. We then help you use your tone of voice consistently across all touch points and contact channels.

Scripting for audio

Every script has a purpose. So we use your tone of voice to craft clear, effective scripts that deliver your message, influence customer behaviour, and help you reach your objectives. We’ll write for your IVR phone menus, auto attendant, on-hold messages, corporate videos, public announcements, and audio guides.

Writing

We’ll find the right words to use to get the results you need with written content – such as emails, text messages, and social media posts. We’ll make sure your message is understood far and wide. Come and speak to us, we’d love to show you how we can help

Audio Services

YOUR CUSTOMERS DON’T JUST SEE WHAT YOU DO - THEY HEAR IT TOO.

The quality of audio affects the way people receive your message and perceive your brand. So the voiceover artist, words, and music we use all work together to deliver your message and get the results you need.

Customers are always listening. They listen to your IVR and on-hold messages. They listen to your adverts, your corporate videos, and your podcasts. And they hear you at events.

Our team have produced audio and transformed customer experiences for the likes of Virgin Trains, M&S, and Legal & General.

Here’s how we can help you, too:

Voiceover selection

Our team of professional voiceover artists cover a range of ages, accents, languages, and characters that help bring your brand to life. You can listen to some of our voiceover samples here.

Scripting for audio

Every script has a purpose. So we use your tone of voice to craft clear, effective scripts that deliver your message, influence customer behaviour, and help you reach your objectives. We’ll find the right words for your IVR phone menus, on-hold messages, and corporate videos.

Audio production for IVR, videos and guides:

Once your words are carefully crafted, we produce the audio that connects with your audience. We’ll work with your IVR phone menus, on-hold messages, corporate videos, training videos, audio guides, and presentations. We record and produce your audio in-house, and deliver your project in the format you need.

Events and public messaging:

We record voiceovers, produce messages, and source music for conferences, awards shows, and public announcements.

Music

We source music to suit your brand and create the right mood for your audience. We’ll find music for your telephone on-hold, corporate videos, and podcasts.

Sonic logo design

We’ll design a signature sound to represent your brand. Your sonic logo will increase brand recall and affinity whenever customers hear it.

Podcasts

We’ll produce your professional podcast for internal or external corporate use; from creating content ideas, right through to recording and editing.

Sounds good, right? If you think we can help you, get in touch.

Audio Services

YOUR CUSTOMERS DON’T JUST SEE WHAT YOU DO - THEY HEAR IT TOO.

The quality of audio affects the way people receive your message and perceive your brand. So the voiceover artist, words, and music we use all work together to deliver your message and get the results you need.

Customers are always listening. They listen to your IVR and on-hold messages. They listen to your adverts, your corporate videos, and your podcasts. And they hear you at events.

Our team have produced audio and transformed customer experiences for the likes of Virgin Trains, M&S, and Legal & General.

Here’s how we can help you, too:

Voiceover selection

Our team of professional voiceover artists cover a range of ages, accents, languages, and characters that help bring your brand to life. You can listen to some of our voiceover samples here.

Scripting for audio

Every script has a purpose. So we use your tone of voice to craft clear, effective scripts that deliver your message, influence customer behaviour, and help you reach your objectives. We’ll find the right words for your IVR phone menus, on-hold messages, and corporate videos.

Audio production for IVR, videos and guides:

Once your words are carefully crafted, we produce the audio that connects with your audience. We’ll work with your IVR phone menus, on-hold messages, corporate videos, training videos, audio guides, and presentations. We record and produce your audio in-house, and deliver your project in the format you need.

Events and public messaging:

We record voiceovers, produce messages, and source music for conferences, awards shows, and public announcements.

Music

We source music to suit your brand and create the right mood for your audience. We’ll find music for your telephone on-hold, corporate videos, and podcasts.

Sonic logo design

We’ll design a signature sound to represent your brand. Your sonic logo will increase brand recall and affinity whenever customers hear it.

Podcasts

We’ll produce your professional podcast for internal or external corporate use; from creating content ideas, right through to recording and editing.

Sounds good, right? If you think we can help you, get in touch.


Professional Voice Recording

Professional voice recording and audio production is often an unseen part of a project but it is just as important as the design, the words and the voice.  Having up to date equipment is important but more than that you need a team who can bring that design, those words and the voice to life and deliver ‘your message in your way’.  The Customer Touch Point Studio has the most up to date equipment and software which enables us to deliver studio quality, professional voice recording in any format, for any platform and we also have a team of sound engineers who are the difference that makes the difference.  The ideal blend of creativity and technical expertise and a way of bringing the best out of a production session, helping the voice artists with slight a suggestion here or a reassuring confirmation there.

All of this means that we deliver your message in your way every time. We love sharing new audio with our clients and being there when they hear it for the first time. We regularly produce professional voice recording for:

  • Telephony  
  • IVR Prompts
  • On hold Productions
  • Live Events
  • Public Address Announcments
  • Corporate Videos & You Tube Content
  • Animation
  • On Hold Productions
  • Audio Guides & Presentations

Channel Shift

WE HAVE A RANGE OF METHODS AND TOOLS TO HELP YOU REDUCE COST OF CONTACT

Lightico – ‘Gosh, that was easy…’ 
When customers need to find a printer, scanner or post box to send information, it leads to a long and disjointed journey. Lightico helps you wave goodbye to faff and gives you the in-call tools to share photos and videos, fill in forms, sign contracts, collect ID and make payments there and then whilst on the phone to your customers. Pretty smart, eh?

It’s a fast and secure way to solve your customers’ needs, save on costs and help close sales in no time.

We’d love to show you – get in touch for a free trial..

BumpYard – Channel your contact

When your customer queries, requests and sales opportunities come pouring in from all angles, even an octopus would need more tentacles to manageut that needn’t phase you anymore.

BumpYard gives you the tools to manage all of your digital channels from one single platform. So whether your customers contact you through Twitter, email, phone, live chat, or SMS, BumpYard brings everything into one place for your team to manage and respond – across all channels. If it sounds simple, it’s because it is.

Come and see for yourself. We’d love to show how you can save both time and money, and help your team work smarter, and easier.

Get in touch for a free demo.

Customer Feedback

UNDERSTAND YOUR CUSTOMERS

Businesses that use well designed and well deployed customer surveys are inundated with useful feedback. They’re left helpless under a flood of customer experience data, pushing them towards new ideas and approaches. What a disaster… someone throw them a dinghy (!)

Unless, like us, you feel this ‘disaster’ is more of a treasure – then you’re in the right place.

Our customer feedback solutions give you an insightful new way to gather customer feedback and measure your agents’ performance. They’ll help you build deeper connections with your customers. Our tools will help you motivate and reward your team, and understand how to shape your customer experience to keep customers loyal, and bring new customers on board.

We’d love to tell you more. Get in touch for a free demo and we’ll show you how it can make a difference to your experience.

Customer Feedback

UNDERSTAND YOUR CUSTOMERS

Businesses that use well designed and well deployed customer surveys are inundated with useful feedback. They’re left helpless under a flood of customer experience data, pushing them towards new ideas and approaches. What a disaster… someone throw them a dinghy (!)

Unless, like us, you feel this ‘disaster’ is more of a treasure – then you’re in the right place.

Our customer feedback solutions give you an insightful new way to gather customer feedback and measure your agents’ performance. They’ll help you build deeper connections with your customers. Our tools will help you motivate and reward your team, and understand how to shape your customer experience to keep customers loyal, and bring new customers on board.

We’d love to tell you more. Get in touch for a free demo and we’ll show you how it can make a difference to your experience.

CX In Regulated Environments

Are Compliance Messages A Misunderstood Hero?

 
MAINTAIN A POSITIVE EXPERIENCE THROUGH YOUR JOURNEY

In a world of rules and regulations, there’s certain information you’re expected to share with your customers. You might need to explain how you keep their data safe, or that you record their calls. With a risk of hefty fines and public damage to your brand, it’s crucial to stay on top of it.

Compliance messages are often seen as villains to the call flow, but they actually keep both you and your customers safe and protected. A misunderstood hero, perhaps. These messages can be tricky to master, but with the right tone of voice and scripting, you can make them a positive part of your customer journey.

Different regulatory bodies monitor standards across their specific industries. Depending on your industry, you may be dealing with Office of Communications (OFCOM), the Financial Conduct Authority (FCA), The Payment Card Industry Data Security Standards (PCI DSS), The Data Protection Act or various others.

We’ve helped lots of organisations make their compliance messages more customer-friendly and less disruptive. We look at where the messages sit within the journey, and how their positioning might affect the experience. Then we give the wording some attention. These regulatory bodies run a tight ship, but there’s nothing to stop you sounding more human and clear. We dissect the messages, crack down on their meaning and reassemble them in a way that means something to the customer.

Sometimes it’s a simple fix. And sometimes you just need a pair of external eyes to help see through the fog. If you’re feeling adventurous, we also have innovative new technologies that work in-line with your existing set-up.

STAY INFORMED, WHEREVER YOU ARE

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