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Psycho-Linguistics

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We transform the way companies communicate.

Using our unique blend of Psychology & Language, you can win hearts and minds.

And change the way customers FEEL about you.

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Testimonials

Success Stories

Good communication across all your media channels
drives profitability and performance.

Psycho-Linguistics is guaranteed to have an impact on
your bottom line.

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Improvement in Corporate Image

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Complaints Resolved 1st Time

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Customer Satisfaction with Correspondence

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Fewer Complaints to Regulators

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Drop in Re-opened Cases

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Reduction in Repeat Letters

Net Promoter Score

In a competitive market, satisfaction, loyalty, stickiness, are the heart of commercial success. When product and price are much the same, it’s often how customers feel about an organisation that’s the deciding factor.

Which is why Psycho-Linguistic know-how allows our clients to have the kind of conversations their customers find rewarding.

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Average Call Handling Time

When a second off AHT can mean £1 million a year, AHT is a serious business.

The results opposite were recorded by one of our Blue Chip clients, which calculated calls at £26,000 per second. So the 47 second drop in AHT was worth just over £1.2 million. Improved AHT gives you extra time. And time is money.

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Month

Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec

AHT

651
628
630
622
605
601
604
617
604

Varience to prev. mon. (sec)

-22
2
-8
-16
-5
4
13
-13

Employee Engagement

Employee engagement is the foundation of all commercial success. With sophisticated agent profiling, our Clinical Psychologists make sure that the right people are in the right jobs. And once our Psychologists uncover latent talent, morale improves and performance skyrockets.

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Cultural Transformation Journey

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Define your corporate voice
Audit your written and spoken communication
Design bespoke project
Deliver tailored training to teams (call centre, sales, complaints etc.)
Rewrite internal and external messages
Assess successful behaviour (T2's clinical psychologists)
Identify Champions
Close the gap between PR and operational messages
Measure and sustain the change

Why use us?

We enable our clients across the globe to produce confident, cost-effective corporate messages that have a significant impact on their bottom line.

We understand that words are a valuable commodity and that when coupled with psychological insight into human behaviour, they have the power to win hearts and minds.

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A soft answer turneth away wrath, but grievous words stir up anger.

12 word, Proverbs

Life, Liberty and the Pursuit of Happiness.

7 words, Declaration of Independence, 1766

I have a dream.

4 words, Martin Luther King, 1963

Contact Us

If you are interested in what we have to offer, contact us today, and let us help your business.

View our Packages

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What We Do

Using T2’s tried and tested techniques you can not only manage the content of your messages but people’s emotional reactions to them. It’s a strategy that’s at the heart of personal and business success.

Our innovative linguistic and psychological strategies are guaranteed to:

  • Drive cultural change and transformation
  • Create a modern, dynamic communication strategy
  • Increase customer satisfaction and loyalty
  • Boost staff engagement & make you an employer of choice.

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This is how we do it

1. Consultancy

  • Audits of corporate communication
  • Development of a corporate voice and brand messages
  • Corporate Style Guides.

2. Tailored Training Programmes

  • Call Centre Teams
  • Complaints Handlers
  • Customer Communication Advisors
  • Internal Communication Departments
  • Marketing Specialists
  • Webchat & Social Media Writers

3. Sustainability Projects

  • Bespoke follow-up workbooks
  • Posters, videos, kinaesthetic items
  • Individually designed games
  • Small research initiatives carried out by internal staff

4. Professional Writing Service

  • Professional out-sourced e-mails / letters
  • Reworked IVR messages
  • Re-written suites of template letters
  • Copywriting text

5. Psychological Counselling

  • Assessment of Executive Teams
  • Feedback on the behavioural strengths and weaknesses of Middle Managers
  • Individual profiles of delegates on developmental courses
  • Construction of behavioural questionnaires
  • Consultancy selection initiatives
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Testimonials

‘The training has been very well received and has noticeably contributed to improving the performance of staff who have attended to date.’

Chris Owens
Head of Group Customer Management
Lloyds Bank

‘We've got the green light to drive Psycho-Linguistics throughout the remaining 14,000 staff in the organisation. The hard work starts here.’

Paul Winterburn
Service Excellence
Nationwide

‘We've been working with T2UK since 2005 and we've had fantastic feedback from our staff about the courses, as well as compliments from customers about the quality of our letters... which is extremely important for a brand like Norwich Union. The support from T2UK has really helped us achieve our ambition.’

Gareth Bates
Customer Advocacy
Aviva

‘The training delivered has been the most refreshing, engaging and relevant I have experienced in all my years in the customer service industry. I am sure it will make a huge difference to interactions with our customers.’

Jill Lomax
Head of Customer Services
Tfl Congestion Charging

‘This course has made such a difference to the performance of the team, they feel so much more able to deal with complaints now.’

Claire Mulroy
Customer Services Manager
First Choice

‘Psycho-Linguistics should be compulsory for all those who write to customers - before they start writing.’

Manager
First Direct

‘Universal feedback from our agents is that this is the best training they have ever had.’

James Walker
General Manager
British Gas

Results that speak for themselves

Nowadays, NPS is often seen as the Holy Grail. An objective measure that tracks the performance of individuals, teams and Customer Services Divisions and compares them with best practice.

After a two day Psycho-Linguistics programmes,  clients have reported:

  • Individuals: NPS +36 in four days
  • Teams: NPS + 16 in two weeks
  • Call Centre: NPS + 17 in 7 months (1,200 seats)

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Happy Customers = Healthy Profits

Quality or quantity is an age-old dilemma – there’s not a ‘one-size fits all’ formula for AHT. The human brain generally pays attention for about 10 minutes, so longer calls can be counter productive. But sometimes patient therapeutic listening can pay dividends.

The secret of success is educating agents to think like professional communicators, to keep the aim of the call in mind, and to flex for different personalities.

T2 UK

Shorter, snappier calls may well be what the young set want for their busy, busy, lives. But older, loyal customers often value the few well chosen words. It’s fine balance between commercial imperatives, and customer needs.

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What our delegates say

It’s made it easier to speak to customers, now that I’ve adapted my tone of voice.

Utility Sector

Psycho-Linguistics has really helped me give our customers a more personal, friendly service.

Insurance Industry

Not only have we begun healing our relationship with our customers, but we’ve also strengthened our emotional and psychological trust in each other.

USA Company

The Magic Words are great and our customers really love them too. It’s really helped me when having those difficult conversations.

UK Bank

See All Testimonials +

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Cultural Journey

‘If you’re standing still, you’re going backwards.’

Reed B Markham, American Educator

Companies have willingly embraced the latest communication technology. Why not the latest words? Last year over 8,500 new words entered the language. If corporate communication doesn’t move with the times, then, ‘Egads, forsooth, thou wilt find thy missives and discourse antiquated.’ It’s crucial that corporate communication is continually adjusted in line with the times. Move on!

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