Case Study: Hayter achieves over 70% first call resolution with Confero customer service support

Hayter achieves over 70% first call resolution with Confero

Hayter Limited, a UK-based leader in lawn and garden equipment, needed a partner to manage seasonal fluctuations in its customer service call volumes. Their challenge was to find an outsourcer, Confero, that could ensure a consistent approach with detailed processes, allowing their internal team to focus on escalated cases and dealer support.

Confero implemented its inbound bureau team solution, building specific process flows based on Hayter's product list and training. Within three months, Confero agents achieved first call resolution in over 70% of calls while meeting target handle times. This partnership saved Hayter valuable internal time and resources, ultimately providing an improved customer experience seven days a week.

Hayter Limited