'Clever Nelly supports agents to understand customer vulnerability in order to give them great service and the right outcomes.'

Francesca Rea, NewDay's Director of Customer Operations, explains how Clever Nelly helps to embed critical vulnerable customer knowledge to improve outcomes for vulnerable customers.

Clever Nelly outcomes at NewDay

↓ 35%
Call Hold Time reduced by 35%.

↓ 28%
After Call Work reduced by 28%.

↑ 7%
Quality Assurance improved by 7%.

↑ 18%
Agent knowledge improved by an average of 18%.

Download NewDay case study to discover how they did it

Clever Nelly use applications at NewDay include:

Vulnerable customer awareness

Contact centre metrics & KPIs

Complaint resolution / reduction

Employee error reduction

Clever Nelly supports our people to improve their knowledge and confidence, and ultimately deliver a better customer experience.

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