Wow Moments🎉

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.

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.

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.

Our new design and recommendations mean it’s a piece of cake for everyone to track their dough and data. And the best part? They’re getting it done without needing an advisor. Talk about handy!

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

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 a new deflection, we got callers chatting by SMS. This is a great customer experience, it's quicker and more convenient too!

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.

IVR redesign with clearer messages got callers to the right place first time. Saving time for both the customer, the advisor and making the overall experience much smoother.

Our comms training at HRP was a hit! Feedback like “engaging & fun” and 100% of participants finding it useful or very useful says it all. Great job, team!