Case Study: Office Response saves £50,000+ annually and boosts agent performance with Creovai

Office Response - Customer Case Study

Office Response, a Bristol-based contact centre with around 150 staff serving SMEs, charities, government and blue‑chip clients, needed to streamline contact‑centre operations, raise service levels, boost agent performance and cut operating costs. Creovai was engaged to deliver a scripting and unified agent desktop solution (CallScripter) to ensure consistent messaging, guide data capture and improve agent confidence.

Creovai implemented its browser-based CallScripter scripting application with a script editor, dynamic reporting and real-time management information, enabling quick, low‑cost rollout and non‑technical staff to build scripts. The solution streamlined operations, increased staff morale and accuracy of data capture, and delivered measurable savings of about £0.05 per call — more than £50,000 a year on ~90,000 calls — while making performance monitoring and optimisation easier.

Office Response

Iain McGregor

Managing Director