BPP case study
Success stories that speak volumes
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30,000 views of one video in a month
We changed text-heavy instructions into succinct, on-brand, easy to follow videos, featuring subtitles and visual guidance
Reducing time spent in IVR reduced by 30%
We re-designed the caller journey, streamlining the call flows, reducing internal transfers and improving FCR rates
Wait time down 1m 30s and abandonment 8.78%
Describe how the business has helped you achieve the desired results with your company's services
1.5M successful self-serve uses in a year
We created 26 automation flows within the telephony channel, allowing customers to complete simple tasks like making payments
Empowering over 2,500 customers every month with videos
We took Severn Trent’s challenging topics, brought them to life visually and encouraged self-service
IVR self-service rate up to 28%
We redesigned and rescripted the membership and care IVR journeys focussing on supporting the caller to utilise their digital solutions
Increased registrations by 30% in the first month
We created a simple, instructional, and informative video to empower residents to self-register for the portal, reducing incoming call
48% reduction in call abandonment
We worked with the Welsh Water brand team to select multi-lingual voice artists and a range of music tracks to fit
CSATs up and engaged, involved agents
A system of governance encouraged collaboration between agents, ensuring new messages are shared
Call back requests reduced by 80% a month
We identified key opportunities by accentuating their excellent service values and designing an updated caller journey
Reduction of 2.6k calls handled by agents
We created robust fail journeys, and integrated the required user functionality, building SMS and out of hours flows
CX Hub 24/7 audio delivery and support
With the sheer number and speed of the updates required, the RCN needed an agile process or system