Wow Moments🎉

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

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.

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.

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.

We reduced calls about potential fraud scams with just one message on the self-assessment tax line. Reassuring customers as soon as they get in touch without having to speak to an advisor.

Smart, tailored prompts for customers who’d already tried to self-serve, directing them straight to the help they needed! Time saving for everyone, it’s a win-win.

With a new bot project, we slashed contact by 55% AND cut costs by £140K. Pretty incredible if you ask us! Our client was thrilled and their customers - even more so 🤩

As part of a project, we redesigned their IVR, voice, music and messages. By helping more customers to use their online account, we've cut calls to advisors by a whopping 31k per year!

IVR design changes and targeted signposting to self help increased customer self service, saving £15,500 per month.