Wow Moments🎉

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!

Thanks to our fantastic recommendations which went live with the new voice, IVR & music for the National Trust, the number of people opting into their CSAT survey has gone up by an incredible 268%

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.

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.

Our awesome client is now zipping through customer support with some super cool self-help links. This means less waiting, more self-serve wins, fewer call backs and happy customers.

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.

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!

Ageas’ compliance message switched to friendly language and now helps vulnerable customers - reducing AHT by 32%.

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.

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?