BAI Webinar

Improving the call experience for financial services communications

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RECORDED: August 10, 2021
TIME: 1:00 - 1:30 PM CT

For customer outreach to succeed, financial services organizations need higher quality intelligence and execution to drive engagement across channels. Phone calls still play an important role in communicating with customers and are often used first to address urgent or highly sensitive customer concerns. However, customers are now skeptical of calls from unknown numbers due to the substantial increase in robocalls or other fraud, scam, and caller-id spoofed calls.

Government agencies are cracking down with regulatory and legislative mandates designed to protect consumers. This, however, is negatively impacting enterprises which have experienced precipitous drops in call answer rates and as a result, customers are missing important calls. Multiple call backs are required – leading to increased costs and frustrated consumers.

It is now more critical for financial organizations to securely identify their company name on phone caller IDs for customers to trust and engage with the incoming call. In addition, understanding the preferred and most used phone number will improve outbound operations and mitigate regulatory risk. Layering on intelligence on when each individual consumer tends to engage by phone greatly increases the likelihood of connecting with your customers for account management.

Join us for a discussion on the strategies that have proven to optimize outbound dialing performance for contact center professionals.

Key takeaways:

  • Protecting and maximizing caller ID displays to drive answer and conversion rates
  • Understanding and incorporating consumers’ individual preferences to improve first call answer rates and reduce overall attempts
  • Incorporating best practices for coordinated omnichannel contact attempts

Darron Cross
Strategic Director

Frank Culin
Principal, Strategic Consultant

Wendy Weinhardt
Principal Solutions Engineer


Holly Hughes
Chief Marketing Officer

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