Client results in numbers

During the audit we identified and adjusted several processes that improved service metrics. The company's response speed halved — both on the line and in chats. Client NPS lifted the number of orders by 10%, the average check grew by 6% in the first month, and the number of lost inquiries halved.

One of Ukraine's top retailers, where every agent is not just a consultant or salesperson but also an assistant. We take and confirm orders, answer all client requests and log inquiries. Service metrics are maintained, upsells increased by 7%. The partner is confident in hitting targets and has fast support during peak loads.

An order-intake line for retail outlets and the company's product sales. Adding the contact center cut costs by 30% and made the company more agile, delivering 98% of the sales plan.

For 3 months the project lead worked on setting up the processes. As a result we introduced changes: training and onboarding programs and a client communication algorithm. This raised satisfaction by 12% and sales by 4%.

For a microfinance company we created three script variants for each client type (new, existing, inactive), developed a request-handling algorithm and added a focus analysis of each manager. Lead handling time dropped by 30% — managers clearly knew how to act — and the average check grew by 12% over the quarter.

The company provides outsourced accounting services. We built a customer map and criteria to define the category, a presentation, a call script, competitor analysis and an algorithm to attract and work clients at every stage. We trained the manager in sales basics and the new algorithm. The client received ready working materials and guidelines that can be scaled. The first contract came within a month, 12 contracts within 5 months, +10% profit in six months.

A medical center requested line testing to reveal the department's growth areas. We ran the availability check in 3 stages, on different days and time slots, prepared 3 complex and 3 simple dialogue situations each, and assessed all communications against an agreed checklist. After our recommendations, response speed halved within a month and the average check grew by 6%.

A dental clinic requested building a contact center (previously inquiries were handled by the clinic's administrators). We created algorithms, guidelines, scripts, reports, a motivation scheme, a scoring scale and a call routing map; chose telephony and CRM; helped with interview criteria and process; trained staff in basic call skills and sales basics. Line availability was 95% from day one, and visit volume grew by 15% after 2 months.