Wow Moments🎉
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!
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!
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!
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.
We redesigned the post-cruise IVR journey and shaved 9 seconds off AHT. Smarter signposting means faster calls for customers - and more capacity for advisors. Efficiency, unlocked.
IVR design changes and targeted signposting to self help increased customer self service, saving £15,500 per month.
With our new bot, it’s not only the drivers doing the racing, customers are speeding to the answers they need! No more tedious telephone pit stops—just pure customer satisfaction
With a new deflection, we got callers chatting by SMS. This is a great customer experience, it's quicker and more convenient too!
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.
Ageas’ compliance message switched to friendly language and now helps vulnerable customers - reducing AHT by 32%.
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.
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.
