Wow Moments🎉

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.

With clear questions and improved follow-up prompts, we encouraged customers to interact with the IVR, boosted self-serve, and helped more callers get the right help at the right time. That’s what it’s all about!

We reworded Domestic & General’s IVR deflection messaging. Result? 36% more customers happily choosing a callback and fewer stuck in queues.

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

Ageas’ compliance message switched to friendly language and now helps vulnerable customers - reducing AHT by 32%.

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 🏆

IVR redesign with clearer messages got callers to the right place first time. Saving time for both the customer, the advisor and making the overall experience much smoother.

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

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.

Hastings Direct asked for our help - and we delivered! We tweaked IVR timing, raised ID&V matches by 4.4% and kept thousands of calls out of the queue. That's an all-round better experience for everyone!