Persona Design & Development
You've worked hard to refine your company's brand, targeting a specific clientele, and crafting a clear, concise message. If you're not as quality minded when it comes to your call center, that entire image can fall by the wayside. By evaluating your caller's needs and applying those expectations to your call flow, you can enhance the customer experience and reduce call abandonment rates, ensuring successful transactions. Callers feel confident and more trusting in your services in the future. But where do you start?
Walsh Media can guide you through the process of persona design and development. We've originated an effective yet attainable process for defining the needs, goals and sensitivities of your callers, and have the experience to meld that with your corporate image. Then, we review your call flow design to identify the verbiage that connects the written and spoken brand. We'll use this knowledge to offer recommendations as to which of our male or female professional voice talent actors will meet your contact center customer experience needs. In recording and editing, our voice coaching techniques and expert voice prompt editing and formatting skills will offer you seamless implementation.
When addressing your corporate brand and its impact on your contact center experience, start with these thought-provoking questions:
- What is your corporate brand and its role in this application?
- How will your company culture relate to this application, if at all?
- What company image do you want this application to present?
For more information on how Walsh Media can assist your company, contact a Sales Representative at 800-359-6158 or contact us here.
