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Case studies

Case Studies

Office Response Case Study

July 22nd, 2015

Office Response, based in Bristol, began trading in September 1999 and offers a range of contact centre services. The business has flourished since its inception as a direct result of development and retention of a satisfied client base.

CallScripter was tasked with streamlining Office Response’s contact centre operations while improving the performance and efficiency of their agents. The primary aims of raising service levels and reducing operating costs were imperative.

Office Response Case Study


Aquarius Contact Centres Case Study

July 22nd, 2015

Aquarius Contact Centres (UK) Limited is a supplier of outsourced contact centre services in the UK. They specialise in providing bespoke call handling solutions for their client’s inbound and outbound needs.

CallScripter and IP3 Telecom, joint subsidiaries of IPPlus (UK) Ltd, have worked together to supply a fully integrated ‘one-stop-shop’ for Aquarius, to meet their business needs.

Key highlights of this cases study:

  • Delivering a scalable system
  • Enabling access to a diverse workforce
  • Small capital expenditure
  • Flexibility

Read on to discover how CallScripter dramatically increased the operations of this contact centre operation.

Aquarius case study


Global Health Organisation Case Study

June 22nd, 2015

This customer case study highlights some of the benefits of integrating CallScripter into a global organisation.

The caller process was inefficient and the ability to change constrained by incumbent technology. Our client recognised they had problems, but even they were surprised when the figures were analysed, and we reported that calls were taking 25% longer than they thought!

CallScripter introduced a unified desktop solution from CallScripter and eLoyalty. The desktop application built with CallScripter coupled with eLoyalty’s icDesktop and Cisco dialer technology.

WARNING: Contains astounding figures!

Global Health Organisation Case Study


Merlin Entertainments Case Study

June 19th, 2015

Merlin Entertainments Group own and operate many household name attractions across the world. Madame Tussauds, Sea Life Aquariums, Legoland, The London Eye amongst many others. They work in Europe, Australia, Asia, and the USA.

CallScripter used their powerful scripting software capabilities to provide a single interactive desktop application capable of real-time communication with all the attraction ticketing servers.

Key highlights include:

  • 15% increase in call quality and customer satisfaction
  • Reduced average call handling time
  • 25% increase in global sales
  • Reduced training costs

Merlin Entertainments talks about their incredible success rates since implementing CallScripter. Click on the link below to take a look at our Case Study.

Merlin Case Study