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!

Voice self-service up 23%

Redesign for a self-service app where callers could get help fast. Saving customers' time and saving our client £80K in call handling costs.

33% less time in IVR

Streamlined menus to make it quicker for customers to get through and find the help they needed. Saving time = saving money!

'Gold' award for webchat

With our new webchat tone of voice skills training, new quality scorecard design & webchat templates, Sage achieved a 'gold' award for Digital Team of the Year!

11% boost in self-service

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.

Time in IVR down by 46%

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

£30,000 saved in 1 week

Our bot handled 8k+ chats in the week before MotoGP. That's a huge operational cost saving and lots of happy customers!

SMS deflection up by 10%

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

Self-service up by 25%

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.

19% of calls, nicely deflected

Our new IVR recommendations at RAC’s Vehicle Off Road branch directs callers to the right department first time. Extra bonus? A 19% deflection rate from hire car queues. What a result!

Advisor Scores up by 12%

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.