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Client success story

Superannuation and investment giant reduces contact centre staffing needs with WFM optimisation

Discover how a superannuation and investment giant reduced contact centre staffing needs with WFM optimisation.

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Superannuation and investment giant reduces contact centre staffing needs with WFM optimisation

Discover how a superannuation and investment giant reduced contact centre staffing needs with WFM optimisation.

Energy retailer saves $5.1 million through credit management and knowledge system optimisation

A leading energy and gas industry retailer required support with credit collection activities and help to optimise their KMS.

Leading courier and freight provider reduces AHT by 56 second while also lowering costs

A global leading courier and freight service wanted to improve efficiencies and reduce their cost to serve by making live chat their channel of choice.

Hybrid collections approach achieves up to 90% customer conversion rates for 'buy now pay later' firm

Discover how an offshore-onshore hybrid collections model achieved 41% monthly savings and increased digital payments by 87%.

Supermarket reduces contact centre service efforts by 41% with call-to-chat deflection

Are you looking to manage high-volume customer enquiries while improving agent productivity and reducing costs?

Global delivery provider's tech upgrade for enhanced data accuracy

Is your existing tech infrastructure disjointed and having a negative effect on customer experience metrics?

International airline increases ancillary revenue by 97% with sales optimisation program

Experiencing substantial growth but low profitability margins?

Government contact centre increases CX index by 65% with quality assessment program

Want to enhance customer satisfaction and elevate the customer experience in your contact centre?

Collections agency reduces long-term aged receivables by 83% with debt collection enhancements

Experiencing challenges in your contact centre's debt collection efforts? Need to enhance efficiencies while optimising your debt recovery process?

Telecommunications provider improves net promoter score by 53%

Experiencing a rise in customer complaints and churn? Are customer support channels unable to satisfy customer demands?

Leading airline increases NPS results by up to +29 across voice and chat channels

Is intense industry competition harming your customer experience metrics?

Health insurance provider facilitates a champion-challenger model for message deflection

A private Australian health insurer wanted a channel shift strategy that improved messaging performance across their contact centre.

National telehealth provider saves $10 million in labour costs and reduces AHT by 35%

A 24/7 telehealth services provider reduces AHT by 35% across four major service queues while saving $10 million in labour costs.

‘Buy now pay later’ provider achieves 70% first contact resolution

A financial technology organisation implemented a digital-first service model to achieve 75% CSAT scores.

Top 7 emerging New Zealand business trends in 2025

The key challenges set to face New Zealand businesses in 2025.

Leading retailer reduces AHT by 43% and increases online self service rates to 92%

Want to reduce staff workload and improve customer service by shifting simpler calls to cost-effective channels while still offering unique services?

Transport provider navigates state-wide international event with a 95% target grade of service

Have an event that requires the ramp-up of customer service, risk management and staffing support?

IVR implementation improved caller efficiencies by 75%

A leading health and wellness group wanted to understand the driver behind the high volume of calls they received to improve their customer experiences.

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Client success story

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