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!

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!

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 😊

High praise for CX Training

Our comms training at HRP was a hit! Feedback like ā€œengaging & funā€ and 100% of participants finding it useful or very useful says it all. Great job, team!

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.

70% drop in transfers

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!

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.

Saved 8k transfers - nice work!

Hastings Direct asked for our help - and we delivered! We tweaked IVR timing, raised ID&V matches by 4.4% and kept thousands of calls out of the queue. That's an all-round better experience for everyone!

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†

Advisor Scores up by 12%

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.

Text help up 109%

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.