Wow Momentsš
Our results could speak for themselves - but we like to shout about them anyway š
Here's a few of our many successes... Just wait until you see what we could do for you!
Our results could speak for themselves - but we like to shout about them anyway š
Here's a few of our many successes... Just wait until you see what we could do for you!
With new deflection messaging in the IVR, we encouraged more callers to self-serve. Callers were able to find they help they needed without waiting in the queue.
Ageasā compliance message switched to friendly language and now helps vulnerable customers - reducing AHT by 32%.
Collinsonās 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 š
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.
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.
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.
Our comms training at HRP was a hit! Hearing feedback like āengaging & funā, as well as 100% of participants scoring it 'useful' or 'very useful' says it all. Great job team!
BrokerLinkās IVR got a deflection makeover - boosting SLA performance to 68% and adding 4,000 new portal registrations in a week.
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!
Too many calls, not enough self-service. We helped Tesco with a smarter IVR deflection strategy, boosting self-service and first-contact resolution - cutting calls by 17%. Nice work.
