A few things have changed the investment landscape recently – the fall-out from the financial crisis, reforms to conduct regulation, as well as auto-enrolment. Auto-enrolment is especially important. It means that millions of people are investors without even knowing it. And with life expectancies rapidly increasing, the investment industry needs to make sure that everyone’s financial future is secure for the long-term.
Unfortunately, investment comes wrapped in obscure and alienating language – from ‘asset class’ to ‘yield’. So at a time when everyone should be joining the conversation, lots of people are being left out. Quietroom helps investment companies talk in a way that’s clear, vivid and real – so investors understand them, so their ideas come to life, so their message sticks.
What we’ve achieved
We helped Halifax’s call handling team find new ways of having conversations with their investment customers. The team hit 5 times its 3 year retention target in just 9 months, and an independent audit rated their culture, training and call scripts first in the market.
We trained a Customer Relations Team at Prudential to write better responses to complaints letters. As a result, the number of follow-up letters from customers fell by a third, and the company’s measure of ‘letter failure’ fell by nearly 75%.
When AXA Wealth introduced a new design identity, we helped them follow up by bringing their tone of voice to life, through workshops and training.