Tag: call center mystery shopping

  • Have You Listened to Your Company’s Voice Lately?

    February 2, 2011

    Call centers spend significant amounts of time and money training associates on delivering a friendly and empathetic approach.   The Wall Street Journal reports that some companies now go one step further and reevaluate the voicethat initially greets customers.  These companies believe that with a friendlier, more inviting voice, they increase the chance that customers will stay within the automated system rather than trying to reach a live operator, which saves companies money.   Alflac, for example, recently brought on a new voice with a calm, hometown feel for its initial greeting.  The company reports a 7% increase in customer satisfaction with the automated system since implementing the new voice.