Adexchange - Case Studies

Case Studies

Adexchange help improve call centre performance.

By squeezing better results out of your existing technology we offer measurable results.

Our low cost projects deliver significant ROI – here are some recent examples…

Clients include:

  • admiral
  • Autoglass
  • Camelot
  • capgemini
  • currys-pcworld
  • RAC
  • dell
  • KFI
  • elephant
  • Digitalk
  • hammersmithApollo
  • Hibu
  • HRP
  • hughes-car-insurance
  • lloyds-banking-group
  • Merlin-Entertainments
  • PGi
  • PremiumCredit
  • RIAS
  • Royal-Collection
  • The-Football-Pools
  • The-O2
  • thomas cook
  • waitrose
  • aeg
  • coca lonodon eye
  • thegreeninsurance
  • knowhow
  • legoland
  • nationwide
  • sealife
  • stockholm
  • confused
  • the-economist
  • wembley

Get in touch

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ivrHigh Street Bank

Streamlining the customer journey

Challenge: The UK’s biggest banking group needed to simplify a complex network of IVRs – to improve caller experience and reduce agent time spent transferring calls. 

Solution: Adexchange benchmarked 16 IVRs on existing performance - and identified opportunities. A programme of improvement was established – tackling the key elements influencing IVR performance: Structure; phrasing; duration; agility and voice.

Result: Our changes delivered a saving in agent time of 13.5 FTE. Meanwhile caller journey was reduced by 57% enabling callers to reach an agent in an average 29 seconds (rather than the original 67 seconds). The annual ROI was estimated at £300k per annum

ComputerRetailerComputer Retailer

Reducing staff workload

Challenge: This global electronics brand was using IVR’s to separate business callers from domestic callers – but too many customers were routing to the wrong agent.

Solution: Adexchange measured the level of inaccuracy (through data analysis) and isolated the problem menus. The scripts were re-phrased (to align language with caller perception) and self-help recordings were re-drafted. The solution was rolled out in 9 languages across Europe.

Result: Call flow accuracy increased across every territory. Agent time spent transferring callers was slashed by over 15% delivering a global annual saving of $873,000.

Insurance CompanyInsurance Company

Reducing caller journey time

Challenge: The financial services sector is heavily regulated so our client needed to deliver 3 key improvements: Reduce transfer rates, reduce IVR journey time and improve caller experience.

Solution: Adexchange led a complex project – mapping all existing caller journeys, identifying the problem scripts, negotiating with the FSA over compliance language and finally launching a brand new IVR. 

Result: The impact was immediate – key journey times reduced by up to 50% and transfer rates between targeted departments were slashed by up to 10%.

Tourist AttractionTourist Attraction

Increasing sales

Challenge: One of London’s most iconic landmarks was looking to increase sales revenue - by increasing the transaction value of each sale.

Solution: Adexchange identified key positions for Micro-Target messages within the customer journey. Scripts were then developed that would trigger callers to ask to upgrade their “standard” ticket to a higher value “fast track” ticket. 

Result: Sales of fast track tickets rose immediately by 7%. With fast track tickets selling at a premium of £10 per ticket – the total additional revenue raised was in excess of £150,000 per annum.

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