The Alarming Silence in Financial Services Contact Centre Outbound Calls

March 20, 2024
minutes read

For financial institutions, effective communication is the vital thread connecting institutions with their customers. Yet, a pressing concern looms large over outbound calls, creating a difficult challenge for financial services contact centres — the deafening silence characterised by persistently low answer rates. 

This silent struggle significantly burdens outbound telephony operations, rendering them labour-intensive, frustrating, and often ineffective. This blog explores the intricacies of this dilemma, shedding light on the hurdles financial institutions face in their pursuit of establishing meaningful connections with customers when they are met with the reality of being ignored.

Navigating the Complex Landscape of Outbound Calls

Within financial services contact centres, the undertaking of outbound calls presents a myriad of challenges. A variety of factors create the prevailing silence experienced on the other end of the line. Customers, entangled in the demands of their busy schedules, often find themselves hesitant to respond to calls from unrecognised numbers. Moreover, a shift in communication preferences towards alternative digital channels adds another layer of complexity. Customers increasingly prefer communication through channels like phone, messages, or online platforms, contributing to the overall decline in responsiveness to traditional outbound calls.

These challenges collectively compound, rendering outbound calls in financial services an unnecessary task. The delicate dance of balancing customer availability, preferences, and the reliance on traditional communication methods becomes a significant hurdle. To address this complexity, financial services must adopt an approach that not only acknowledges but effectively navigates these multifaceted challenges, ensuring a more responsive engagement with clients.

The Waning Appeal of Traditional Calls

In the digital age, the widespread adoption of mobile apps has transformed how people interact with services. Platforms like Monzo, Transferwise, Apple Pay and Google Wallet illustrate this shift, where users seamlessly use apps for various financial admin and tasks. This trend highlights consumers' emphasis on the convenience and accessibility offered by mobile applications. As individuals increasingly manage aspects of their lives through phones, apps and messages, traditional methods like outbound calls face challenges in capturing attention.

This shift is crucial for the financial services sector, where adapting to changing consumer habits is essential. Customers now expect interactions to mirror seamless experiences from digital platforms. 

While many banking firms have acknowledged this trend and empowered customers to manage transactions through apps, a considerable number of processes still rely on phone-based interactions. Despite recognising the importance of digital channels, financial institutions still find themselves grappling with unanswered calls and fruitless outbound efforts, highlighting the urgency for a strategic transition in communication for a seamless end-to-end customer journey. 

The Inefficiency of Outbound Telephony Operations

The challenge of low answer rates extends beyond being a mere obstacle; it directly impacts the efficiency of telephony operations within financial services contact centres. Agents invest substantial effort and time into attempting to establish connections, yet they frequently encounter discouragingly high failure rates. This inefficiency raises crucial questions about the overall effectiveness of outbound telephony operations, especially in a landscape where customer preferences undergo continuous evolution.

The labour-intensive nature of these operations, coupled with the persistently low answer rates, results in staff expending valuable resources without commensurate outcomes. This not only undermines the productivity of contact centre agents but also highlights the urgent need for financial services to address this inefficiency. 

A Time for Change in Outbound Communication Strategies

In the wake of persistently low answer rates and the inefficiencies plaguing outbound telephony operations, the financial services sector stands at a critical crossroads. The traditional approach of relying heavily on outbound calls to connect with customers faces increasing challenges in the digital age. 

It's time for financial institutions to consider phasing out outbound-centric strategies that are becoming less effective and, in turn, embrace innovative solutions aligned with the evolving preferences of today's consumers. This shift not only signifies a departure from outdated practices but also heralds a transformative era where customer engagement is more responsive, efficient, and aligned with the digital communication landscape.

Introducing Nivo: A Time for Innovative Outbound Communication Strategies

Nivo's Verified Identity Messaging (VIM) technology liberates financial institutions from the constraints of outbound methods, revolutionising the communication landscape for banks, building societies and lenders. With Nivo's message-based solution, financial institutions wave goodbye to outbound inefficiencies, enjoying a centralised platform that allows firms to easily answer queries, request and collate documents, and communicate with customers.

Combining Biometric ID Verification, instant messaging, e-signing, document upload, and Open Banking capabilities, Nivo eliminates the reliance on time-consuming channels such as paper, post, and email, to embrace a future where communication is streamlined, secure, and aligned with the preferences of the modern digital age.


The landscape of financial services communication is undergoing a significant shift. The challenges posed by low answer rates and the inefficiencies of outbound telephony operations call for strategic adaptation. Financial institutions find themselves at a crossroads, recognising the diminishing effectiveness of traditional outbound calls in a digital-dominated era.

Enter Nivo's Verified Identity Messaging (VIM) technology. By liberating financial institutions from the constraints of outbound methods, Nivo provides a centralised platform for communication that prioritises responsiveness, security, and alignment with modern digital preferences. 

With Nivo, financial institutions not only overcome silence but also lead the way toward a new era of engaging with customers.

To learn more about the challenges that phone is presenting to financial services firms, download our guide 10 Reasons Why Phone Communication is Destroying the Customer Experience and Staff Productivity in Financial Services.

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