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!
With new deflection messaging in the IVR, we encouraged more callers to self-serve. Callers were able to find they help they needed without waiting in the queue.
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 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!
With simple signposting to self-help options in the IVR, callers are reassured and they can find the help they need without having to speak to an advisor.
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 🏆
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 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 🤩
Our IVR changes slashed transfers by over 10,000! With redesigned menus and wording, customers to the right place, first time – happy days!
We transformed our client's customer experience with user-friendly pages, fun videos, and instant updates!
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.
