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!

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!

70% drop in transfers

With new dialogue and clearer messaging, customers could find their way through the IVR with ease. They are getting through to the right team first time, without the frustration of being transferred!

83% cut in transfers

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.

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. 

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 🏆

£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!

Empathy scores up 11%

A heart-warming rise in advisor scores with our empathy training. By improving the customer experience, our client increased their reputation as an ethical and trustworthy company.

High praise for CX Training

Our comms training at HRP was a hit! Feedback like “engaging & fun” and 100% of participants finding it useful or very useful says it all. Great job, team!

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.

Calls down by 40%

We reduced calls about potential fraud scams with just one message on the self-assessment tax line. Reassuring customers as soon as they get in touch without having to speak to an advisor.