Branded Calling for Financial Services

For industries that deal with sensitive information like banks, credit unions, and financial services, customers ranked the phone as their #1 preference for communication.

branded communication and calling solutions for financial services
Branded Communication Case Study
branded communication and calling solutions for financial services
branded communication and calling solutions for financial services

Build Trusted Connections

Why Financial Service Providers Need Branded Communication

Scam calls cost consumers nearly $60 BILLION a year! No wonder they’re wary of divulging their information to an unknown caller. A branded phone call lets consumers know the caller is someone they can trust. In fact, customers prefer a phone call three times higher than SMS for talking with their financial institution .

Identify yourself to customers icon

Identify yourself to customers

With INFORM® Branded Text Display or via your mobile app with ENGAGE® Branded Graphic Display

Increase confidence and satisfaction icon

Increase confidence and satisfaction

When your customers know its you calling, they're more likely to answer your calls and they're ready to do business.

Drive more revenue icon

Grow revenue opportunities

Boost conversion rates for loans, investments, and other upsells. You can also increase the likelihood of completing abandoned loan and credit applications.

Case Study

Going Beyond the Answer Rate

It's a fact. Businesses that use First Orion's Branded Communication solutions see a lift in answer rates as much as 220%. But answer rates are just the beginning.

One of our financial services clients — a top national mortgage lender — experienced results almost immediately using our INFORM solution.

When calling to follow up on digital loan applications, they reported a 51% increase in long-call duration rates, which lead to more completed applications when compared to connecting with a non-branded call.

Branded Communication boosts effectiveness of calling programs, account services calls, and support calls/callback, improving customer acquisition and retention.

26%

Increase

in answer rates

90%

Boost

in engagement rate

51%

Lift

in long-call duration rates

INFORM Branded Text Display for Financial Services

Financial Industry Survey Report

Branding Your Calls is a Smart Investment

We surveyed more than 6,000 U.S. mobile phone subscribers to further understand communication behavior and the impact of branded calling (or lack thereof). 

First Orion’s survey discovered that for urgent matters, consumers strongly prefer a phone call from their financial institution – 2X more than text message or other notifications! This shows that despite secure emails, SMS messages, and other online-oriented methods of communication, when it comes to their financial and account details, customers trust the capabilities of the tried-and-true phone call. 

As much as 54% of people say they want a phone call for issues such as suspected fraud, which is the #1 reason customers said they wanted a phone call from their bank or financial institution.

90%

of People

say it’s “extremely” or “very” important that their financial institution identify itself when calling.

58%

of People

would choose a different financial institution for one that could verify and identify their phone calls.

Read the Report

See What Our

Customers Are Saying

“We were talking with our CEO and showed him a branded call experience from First Orion, and everybody on the executive leadership team thought it was awesome. It just clicked with them that we need this because nobody picks up the phone anymore if they don’t know who’s calling.”

Senior manager of retail product management and post-purchase experience
Retail

“Our contact rates are slightly down by 1.5% to 2%, but revenue per attempt has increased 15% to 40% depending on the brand that we’re calling about.”

Senior director of call center operations in the online marketing industry
Call Center

“If someone misses their delivery, it costs ups $100 to revisit your house to redeliver an appliance.” We do from 5 to 8 million appliance deliveries a year, so these numbers are significant.”

Delivery notification retail product manager
Delivery

Unlock the Power of Branded Communication

Tell us more about your business and calling needs, and we’ll show you how Branded Communications can work for you.

Request A Demo

Resources

Why Branded Calling is Great for ROI

Why Branded Calling is Great for ROI

Branded calling is a fantastic benefit to businesses in a variety of ways, but one area we’ve touched on but never gone deep into is the positive return on investment, or ROI, that branded phone calls provide. Your ROI is a way of measuring the benefit you receive...