Putting the Caller First
in Everything We Do

Improving your caller experience improves
your customer satisfaction


Angel's philosophy of putting the caller first is straightforward: it means that we consider the callers' needs first when making any decisions related to voice applications. We apply our Caller First philosophy when developing Angel's product roadmap, when presenting an automation roadmap to one of our customers, and even when writing a single prompt for one of our voice applications.

The goal of the Caller First message is to address the needs of the caller quickly, thereby increasing IVR participation and containment rates, as well as customer satisfaction. For decades frustrated callers have been forced to navigate through poorly designed IVRs that aimed to solve a business need without taking callers' needs into account. The end results of this are higher customer attrition rates and higher costs.

Angel's unique approach results in automation that callers will choose to use, much like people choose to use an ATM rather than using a bank teller. This design principle is the result of years listening to calls, sitting with call center agents, and deploying thousands of voice applications. Our design team has gained extensive experience about call flows that work best based on demographics,caller input and numerous other factors. This has enabled Angel to provide a dramatic increase in IVR participation, customer satisfaction, cost savings and competitive advantage.

Are you putting your callers first? Contact us and we'll give your voice applications a full Caller First Assessment.

 

Caller Bill of Rights: How to Put Your Callers First When Designing a Voice Solution
Based on Angel's Caller First approach to design, get insight into 10 of the most pressing issues you need to think about when designing, or redesigning an IVR or Call Center solution with the customer in mind.