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!

60% jump in self-service

We jazzed up voice self-service, making it a breeze for customers to add, drop, or switch up their subscription without waiting to speak to an advisor. It's all about making things smoother and quicker!

17% fewer calls

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.

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.

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.

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!

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.

Delivery calls drop by 47%

Self-help messages to get customers information on their delivery, immediately cut contact to advisors without having to wait to speak to someone. What’s not to love?

Time in IVR down by 46%

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

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.

Costs down £88k!

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.