Case Study: ScottishPower boosts sales and reduces staff attrition with Waracle's digital CSA toolkit

ScottishPower boosts targeted deal sales 20% with Waracle

ScottishPower sought to improve its complex call centre environment, where customer service advisors (CSAs) struggled to balance customer and business needs, often leading to frustration. The company enlisted Waracle to help digitally transform this process and empower their staff.

Waracle analyzed the existing support solution and integrated modern technologies with legacy systems to create a streamlined web toolkit for CSAs. The solution from Waracle provided real-time call scripts, which led to a 20% uplift in sales of targeted deals and a 25% reduction in staff attrition, improving both call efficiency and customer satisfaction.

ScottishPower