Wow Moments🎉

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.

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.

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!

With new dialogue and clearer messaging, customers could find their way through the IVR with ease. They are getting through to the right team first time, without the frustration of being transferred!

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!

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.

Our comms training at HRP was a hit! Hearing feedback like “engaging & fun”, as well as 100% of participants scoring it 'useful' or 'very useful' says it all. Great job team!

Our IVR redesign project, delivered a new brand design, voice and music. With simple and attractive self-service options, we cut calls to advisors and made things quicker for guests.

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!

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.