"The NPS scores for the client and contact centre are increasing, fewer complaints are being sent back, we’re definitely noticing significant changes. Nelly is helping our people to remember their training, so they are doing everything in the right way. That’s huge for us, as it means there are fewer issues to address. Another benefit has been agent empowerment. You can hear that they’re more confident on calls in what they are saying, rather than putting someone on hold or getting a colleague to call them back".
