Wow Moments🎉

Silverstone’s inbox was as packed as their stands during F1 - but our bot handled FAQs faster than a pit stop! £85k ROI and winning CX! 

Our comms training at HRP was a hit! Hearing feedback like “engaging & fun”, as well as 100% of participants scoring it 'useful' or 'very useful' says it all. Great job team!

A heart-warming rise in advisor scores with our empathy training. By improving the customer experience, our client increased their reputation as an ethical and trustworthy company.

We redesigned menus to streamline customer journeys and get callers to the right place first time! This cut 638 weekly transfers – saving agent time, and over £80k per year in call handling costs! What a result.

Our IVR changes slashed transfers by over 10,000! With redesigned menus and wording, customers to the right place, first time – happy days!

With new deflection messaging in the IVR, we encouraged more callers to self-serve. Callers were able to find they help they needed without waiting in the queue.

Our IVR redesign project, delivered a new brand design, voice and music. With simple and attractive self-service options, we cut calls to advisors and made things quicker for guests.

With our complaints writing training and QA, our client saw a boost in advisor scores and won 'Gold' at the UK CXA awards for most improved complaints handling 🏆

We achieved a fantastic 14% increase in the number of people passing through ID&V. This cut Average Handling Time (AHT) so advisors can focus on giving great service without the extra step.

Thanks to our fantastic recommendations which went live with the new voice, IVR & music for the National Trust, the number of people opting into their CSAT survey has gone up by an incredible 268%