Partnering with a national HVAC and plumbing leader, TOG managed 1,500+ daily web-generated leads through a dedicated outbound appointment-setting team. With five-minute follow-up speed and seamless scheduling across 70+ markets, the program achieved a 48% lead-to-appointment conversion rate and rapid account expansion.

By shifting from strict call-time limits to experience-focused support, TOG helped this leading utility partner achieve a 95% QA score, 4.6+ CSAT, and over 90% first-call resolution. Removing the 8-minute AHT cap empowered agents to focus on accuracy and empathy, reducing escalations and improving operational efficiency.

TOG helped a luxury retail brand achieve a 64% reduction in ticket volume, 97% quality scores, and a CSAT improvement to 4.53. Through the Guru approach that combines data insights, process refinement, and personalized care, we streamlined service operations while elevating customer experience.