Wow Moments🎉

Tesco asked us to look at their IVR menu as only 40% of calls were reaching the right place! We helped them out and with our expertise, 75% more calls now reach the right team first time. Spot on!

Clearer messaging in the IVR, guides more callers through their payment options in a way that’s easy to understand! Now more people than ever are getting what they need quicker!

Our comms training at HRP was a hit! Feedback like “engaging & fun” and 100% of participants finding it useful or very useful says it all. Great job, team!

Collinson’s online claims survey got shorter and clearer - boosting completion rates by 19%! The feedback will improve CX, meaning very happy customers and a very happy client 😊

Simplified IVR design and menus means lower customer effort and faster resolution - keeping everyone happy in the process!

Streamlined menus to make it quicker for customers to get through and find the help they needed. Saving time = saving money!

We delivered intensive social media training and coaching over 3 weeks and created an advisor QA form. This boosted advisor scores, leading to great CX and improved first contact resolution.

A redesign of the survey has had a great impact on how many customers are completing it! These CSat surveys are an important insight for maintaining top notch CX.

Self-help messages to get customers information on their delivery, immediately cut contact to advisors without having to wait to speak to someone. What’s not to love?

With a new deflection, we got callers chatting by SMS. This is a great customer experience, it's quicker and more convenient too!