Our results could speak for themselves - but we like to shout about them anyway 😉

Here's a few of our many successes... Just wait until you see what we could do for you!

Over £192K a year in savings!

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!

ID&V success up 14%

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.

CSAT completions up by 19%!

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 😊

Costs down £88k!

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.

60% jump in self-service

We jazzed up voice self-service, making it a breeze for customers to add, drop, or switch up their subscription without waiting to speak to an advisor. It's all about making things smoother and quicker!

£65K savings per year!

We helped John Lewis save £65k a year by creating a strategy that encouraged callers to move to WhatsApp. 250+ calls cut weekly, faster help for customers - win-win!

17% fewer calls

Too many calls, not enough self-service. We helped Tesco with a smarter IVR deflection strategy, boosting self-service and first-contact resolution - cutting calls by 17%. Nice work.

Quality scores up by 10%

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 🏆

10% increase in self-service

We got more people moving to self-service channels and staying there. With design changes and simplified messages, we made it easier for customers to find what they needed. 

Delivery calls drop by 47%

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?