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Laverstoke, Hampshire, United Kingdom, 2011/07/12 - Premier Business Audio, a market leader in supplying Call Centre IVR Prompts and In-Queue Marketing are holding a free webinar to help Call Centres improve their caller experience - Premierba.co.uk.
Premier have over 15 years experience turning IVR menu and in-queue time from an irritation for callers, to something that really adds value to the caller experience and helps with call centre management.
The 45 minute Webinar will be held on Tuesday 19th July at 2.00pm GMT and will be useful to Contact Centre Managers, Customer Experience Champions, Marketing Directors, Operations Directors, and anyone else who has an interest in caller experience.
Every attendee will receieve a free audio audit PLUS one mixed on-hold production tailored to your business.
This Webinar is designed to help your Call Centre:
1. Improve average time to abandonment. If callers can be engaged or entertained with something relevant they are less likely to abandon their call.
2. Reduce transaction times. Prepare callers prior to being connected to an agent i.e: “please have your account number /credit card ready”.
3. Launch new products or services. Existing customers are the cheapest and easiest people to market/sell new products to!
4. Reduce staff stress and turnover. Reduce complaints about poor in-queue experience and answer FAQs whilst customers are in-queue.
5.Cross sell and up-sell other products. Increase sales to existing customers with very low acquisition costs.
6. Increase customer retention and loyalty. 40%of callers hearing a queuing message repeated 4 times will hang up - of which 30% of these will never call back!
It will be an interactive discussion on how On-Brand Audio can improve your caller experience to help reduce caller abandonment rates, answer FAQ’s and cut average call duration. Key speakers include Kevin O’Connor – Premier’s Call Centre Sales Director, Nick Findlay- Premier’s Managing Director and James Suddaby, Music Director for I Like Music.
Kevin O'Connor is a former graduate of The School of Audio Engineering (SAE) in London and has over 15 years experience in Sound Design and Audio Branding solutions to the contact centre industry, in both public and private sectors. His mix of technical and creative experience has helped some of the worlds leading brands to sound as professional as they look, including Apple, Nikon, Tui, Lloyds TSB, ING Direct and The Pru.
With his background in audio engineering Kevin has been at the forefront of the latest technology the industry has to offer, and is pioneering the next generation of caller experience solutions.
Kevin currently works with over half of the top 50 contact centres in the UK.
Nick Findlay founded Premier in 1996. He was one of the first people in the world to realise that there could be more to the in-queue caller experience than silence and beeps, whilst being responsible for the RAC call centres as Head of Consumer Sales and Marketing.
Over the last fifteen years Nick has advised hundreds of call centres, both in the UK and abroad, on enhancing the caller experience including Scottish Widows, AA, Centrica and Epson. He is international board representative for the On Hold Messaging Association, and the founding member of Audio Marketing Association (Europe).
I Like Music is an award winning Music Service Provider with one of the largest fully-licensed record collections in the world consisting of over 3 million songs which has been fully digitized to the highest quality.
As a demonstration of their depth of catalogue and endorsement of our technical delivery platform, I Like Music has been selected as the sole provider of online music to all 7,500 producers throughout the BBC (TV and Radio) for the next five years (in competition with iTunes and other providers of music).
James will be discussing how I Like Music create playlists based on listener profile that optimize the unique relationship between you and your customers. I Like Music's ultimate aim is to provide high quality playlists that consistently communicate your brand values and promise and that resonate and connect with your customers on a deeper level.
For more information please call 0845 074 4068 or E: ivor.kew[.]premierba.co.uk.