Case Study: O2 achieves higher retention and customer satisfaction with Vizolution

O2 - Customer Case Study

O2, one of the UK’s largest telecoms brands, wanted to improve its retention process and customer journey as it moved further into digital and self-service channels. The company faced challenges with a lengthy compliance script that made up almost 40% of the call, plus difficulties explaining product options clearly, which were contributing to confusion, longer calls, and higher drop-off rates. Vizolution helped address this with its vScreen solution.

Working with Capita, Vizolution implemented vScreen to turn a standard call centre interaction into a visual experience, allowing agents to show compliance information, deal summaries, and upsell options directly on-screen while customers signed electronically. The phase 1 rollout delivered measurable gains including a 47% compliance improvement, 27% higher customer satisfaction, 20% improved retention, 36% increased insurance sales, and a 31% reduction in drop-off rate.

O2