Case Study: Time Out achieves a 25% improvement to its bottom line with Refract

Time Out - Customer Case Study

Time Out, the global media and entertainment business that sells upgraded listings to bars and restaurants, struggled with inconsistent sales performance and a monitoring-led approach that made coaching time-consuming and ad hoc. To solve this they turned to Refract for call recording and analysis, including Refract’s Call Insights, so managers could review calls, investigate customer complaints, and deliver focused coaching rather than sporadic monitoring.

Refract’s seamless onboarding allowed Time Out to quickly capture and compare calls, share top-performer habits, and run targeted coaching sessions. The result was a more consistent, effective sales team, a dramatic improvement in individual rep performance, and an estimated 25% improvement to Time Out’s bottom line.

Time Out

Lee Saunderson

Inside Sales Manager