Our results could speak for themselves - but we like to shout about them anyway šŸ˜‰

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

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.

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!

Time in IVR down by 46%

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

Empowering Customers

Our brilliant 'how-to' videos, seamlessly embedded in knowledge articles and chatbot, helped 41% more customers confidently navigate the webstore. This led to a 22% drop in call volumes. That’s real empowerment!

Calls cut by 20K a year!

With clear questions and improved follow-up prompts, we encouraged customers to interact with the IVR, boosted self-serve, and helped more callers get the right help at the right time. That’s what it’s all about!

20% less contact

With new bot messaging and flows, we got customers the refund information they needed fast and saved advisor time!

£89,000 saving in costs

We designed a new bot which handled 25K+ chats in the run up to the Grand Prix. Helping lots more customers without jamming up the phone lines.

20% cut in transfers

With simpler IVR menus, callers are now getting through to the right place without annoying and costly transfers. A much better customer experience and much happier calls!

High praise for CX Training

Our comms training at HRP was a hit! Feedback like ā€œengaging & funā€ and 100% of participants finding it useful or very useful says it all. Great job, team!