Cutting Handle Time and Achieving 100% QA Coverage in Vacation Rental Support
A vacation rental management company overseeing hundreds of properties partnered with TOG to bring consistency across a 300+ agent team. By deploying GuruAssist for real-time guidance and automated QA, the client reduced average handle time by 20%, achieved 100% QA coverage on applicable calls, and improved its overall quality assurance program by 3%.
Boosting Conversion Rates with Real-Time AI Guidance
An energy services and protection plans provider partnered with TOG to sharpen agent guidance and reduce costly silence gaps during calls. By deploying GuruAssist for real-time scripting and automated QA, the client increased gross conversion rate by 22%, cut average handle time by 10%, and reached 100% QA coverage on applicable calls.
Scaling QA Coverage from 5% to 100% with AI-Assisted Support
A national reservations and concierge organization serving 200+ luxury resorts partnered with TOG to scale support during a sudden demand surge. By deploying GuruAssist for real-time agent guidance and automated QA, the client cut time to proficiency by 71%, achieved 100% QA coverage, and increased agent retention by 32%.
Creative Arts University
A private arts and media university partnered with TOG to strengthen enrollment outreach. Faster lead response and better program expertise enabled a 40% increase in conversion rates, with response times reduced from 48 hours to under 2 minutes.
Transforming Serviceand Satisfaction
A global tour operator partnered with TOG after facing inconsistent vendor performance and high call volumes. Leveraging dedicated teams in El Salvador and Belize, enhanced training, and our proprietary Note Builder tool, the client achieved 95%+ customer satisfaction and reduced attrition to under 3%.
Boosting Loan Application Conversions for a Fintech Leader
A top fintech company turned to TOG to reduce online loan application abandonment. Through proactive outreach, compliance-driven communication, and AI-enabled follow-up, TOG helped the client increase loan conversion rates by 50% and enhance borrower confidence.
Streamlining Medical Record Retrieval
A leading malpractice law firm partnered with TOG to improve the efficiency of its medical record retrieval process. With a dedicated Belize-based team and an optimized multichannel communication workflow, TOG reduced turnaround times, enhanced compliance, and strengthened client trust.
Balancing Customer Experience, Technology, and Compliance
A dental practice group with 600+ offices across 21 states partnered with TOG to improve patient scheduling and support. Growing from 15 to 120 agents across Belize and El Salvador after outperforming the incumbent vendor, TOG delivered HIPAA-compliant training, tech integration, and leadership development. Results included a 33% reduction in cost per appointment, 87% higher […]
Driving Faster Lead Conversion and Scalable Growth
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.
Enhancing Customer Experience for a Premium Jewelry Brand
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.