Steve Hindley
Producing High Quality On-hold Marketing & Ivr Messages for Uk Businesses @Inarrator
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WORK HISTORY
Producing High Quality On-hold Marketing & Ivr Messages for Uk Businesses @Inarrator
Teignmouth, GB
Heading up a team of creatives to write and produce engaging and informative telephone branding audio including On-Hold Marketing, IVR Messages, and In Queue Messages.
SKILLS
ABOUT STEVE HINDLEY
Contact Centre Customer Experience Consultant | Process & Systems FixerI help contact centre managers and CX leaders fix broken processes and systems that are damaging your customer experience, increasing complaints, and driving up operating costs.With 10+ years’ experience in customer experience consultancy, I specialise in contact centres across- Local councils - Housing associations - Financial services organisationsWhat I help you improve- Customer Experience (CX)- First Contact Resolution (FCR)- CSAT and NPS - Complaints and avoidable contact - Contact centre operating costsMy approach is honest and outcome-focused. No sugar-coating. Just clear insight and actions that get results.Outside of work, I’m a marathon runner and HYROX athlete which kind of explains my focus on discipline, consistency, and doing the hard work properly. Book a call to talk through your contact centre challenges and see if I can help.EXPERIENCEWorking with Southampton City Council, Ipswich Borough Council, The London Borough of Haringey and many more we have come to understand the unique challenges faced by local authorities. CLIENT RESULTSWe helped Haringey council achieve operational savings of after improving their caller experience. This involved a full re-design of their call flows with a focus on channel shift where possible. All IVR messages were then recorded with a professional voiceover to provide a consistent experience. RESULTS51% reduction in council tax enquiries80% of school enquiries moved online22% reduction in calls reaching a live agentOperational savings of per year. Quote from Samantha Larner - Project Manager“My experience of working with NextGenCX has been brilliant. Superbly professional, really focussed on the vision and understood our problems. It’s like we’re all one team. I would recommend any organisation to work with iNarrator to fix their systems and processes.”Take a look at the testimonials and case studies at CONTACT DETAILSAvailable on 05•••10 or h••••@NextGenCX.co.ukSPECIALTIES: Contact Centre Customer Experience (CX)Contact Centre Process ImprovementFirst Contact Resolution (FCR) ImprovementComplaints Reduction & Root Cause AnalysisCSAT & NPS ImprovementContact Centre Operating Cost Reduction
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