- Reduce agent workload
- Increase digital deflection
- Align multi-channel strategy
Delivering Measurable ROI
We worked to earn the UK’s biggest banking group a £300k ROI.
What did this look like?
- 13.5 full time agents – the amount of time we saved their contact centre.
- 57% time saved – how much quicker we got callers to agents.
How did we do it?
- Analysed 16 customer journeys
- Focussed on structure, phrasing, duration, agility and voice
- We then improved and simplified each of these
Channel Shift
We worked with a top 5 UK supermarket to drive customer contact from phone to digital.
What did this look like?
- 20% – callers moved to digital overnight
- 20% – reduction in contact centre workload
- 2600% – increase in digital contact
- 0 – amount of new technology needed
How did we do it?
- Focussed on improving content and messages
- Created micro-target locations – which encouraged channel shift
- Recognised there was no problem with the technology
Increase Self-Service
We worked with a finance company to drive up the success of their ID&V platform.
What did this look like?
- 21% – increase in customer success rates
- 0% – investment in new technology
How did we do it?
- Mapped the full customer journey
- Identified the 4 greatest points of failure
- Redesigned and rescripted the entire journey
Reducing Agent Workload
We worked with a global electronics brand to ensure more customers reached the right agent the first time.
What did this look like?
- 15% – reduction in transfers
- $873,000 – global annual saving as a result
- 100% – territories in which call flow accuracy increased
How did we do it?
- Data analysis to identify levels of inaccuracy
- Isolated problem menus
- Rephrased scripts to suit caller perception
- Rolled out the solution in 9 languages across Europe
Digital Optimisation
We worked with a global medical company to reverse their Call to Self-Service rates.
What did this look like?
- 40% – increase in portal self service
- 40% – reduction in calls
- Permanent – the change in employee behaviour
How did we do it?
- Redesigned content across the portal
- Recategorized departments, FAQs and updates
- Encouraged channel shift via emails and IVRs
Reducing Journey Time
We worked with a financial services client to reduce customer transfer rates and journey time.
What did this look like?
- 50% – time saved in customer journeys
- 10% – reduction in transfer rates
- Immediate – the impact
How did we do it?
- Mapped all existing journeys
- Identified problem scripts
- Negotiated with the FCA over compliance language
- Launched a set of brand-new journeys
Reducing Cost through Email
We worked with a global IT firm to fix their “Try Before You Buy” scheme, as 65% of their systems were neither being paid for nor returned.
What did this look like?
- £20M – worth of technology returned
- 100% – increase in system sales
How did we do it?
- Created an automated approval system
- Sent emails which set the customer expectation
- Included a countdown to their decision date
Shifting to Self Service
We worked with a TV shopping channel to increase the use of their new self-service system.
What did this look like?
- 43% – increase in customers self-serving
- 60% – customers self-serving from day one
- 32% – higher self-serve rate than the client anticipated
How did we do it?
- Created more powerful and effective content
- Developed better journey
- Identified NO technology needed changing
