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!

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.

10% reduction in calls

IVR design changes and targeted signposting to self help increased customer self service, saving £15,500 per month.

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.

CSAT completions up by 19%!

Collinson’s online claims survey got shorter and clearer - boosting completion rates by 19%! The feedback will improve CX, meaning very happy customers and a very happy client 😊

'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!

6,500 calls saved a year

Clearer messaging in the IVR, guides more callers through their payment options in a way that’s easy to understand! Now more people than ever are getting what they need quicker!

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!

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.

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!

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?