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!

High praise for CX Training

Our comms training at HRP was a hit! Hearing feedback like ā€œengaging & funā€, as well as 100% of participants scoring it 'useful' or 'very useful' says it all. Great job team!

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.

12% increase in self-service

We transformed our client's customer experience with user-friendly pages, fun videos, and instant updates!

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?

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!

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 šŸ†

£456K saved per year!

Our IVR changes slashed transfers by over 10,000! With redesigned menus and wording, customers to the right place, first time – happy days!

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.

Over £192K a year in savings!

As part of a project, we redesigned their IVR, voice, music and messages. By helping more customers to use their online account, we've cut calls to advisors by a whopping 31k per year!

CSat completion up 19%

A redesign of the survey has had a great impact on how many customers are completing it! These CSat surveys are an important insight for maintaining top notch CX.