By analyzing top call drivers, AHT, and repeat calls, along with ensuring compliance statement and script adherence, we helped a client achieve significant operational improvements. Our efforts led to reductions in contact volume, enhanced productivity, and 38% reduction in AHT through data-driven verification process improvements, optimizing overall customer interactions and performance. 

We’ve helped healthcare organizations optimize sales script adherence, eliminate workflow inefficiencies, and reduce upsell/cross-sell friction. One pharmacy services provider saw $38M in revenue growth by merging predictive analytics with their outreach campaigns, leading to a 44% increase in sales conversions through advanced segmentation and propensity modeling. 

We unlocked key CX behavioral insights and optimized the contact model for a leading airline, achieving a 15-20% cost reduction, and increased First Contact Resolution by 7% through upskilling and digital optimization, and reduced voice demand by 15-20%, saving €1M annually. Reconfiguring high-volume customer journeys addressed 33% of voice demand.