£1.6m retention lift through behavioural Agent Assist.
Pandemic-era price-shopping had pushed retention and conversion down, while AHT was rising as agents negotiated harder. MOJO-CX Agent Assist re-engineered the conversations and the numbers moved on every line: retention, sales, AHT.
Three outcomes, one quarter, one platform. Quintile 1 agents (those who adhered to the new behavioural nudges) outperformed quintile 2 on retention rate by 8 percentage points — the gap MOJO-CX existed to close, sized on day one.
Retention and conversion levels had been impacted by the pandemic as customers searched for cheaper alternatives. This was compounded by an increase in AHT, as agents were having to negotiate harder with customers on every renewal call.
MOJO-CX was engaged to improve outcomes across all three constituencies at once: customers (better service, fewer surprises), colleagues (less negotiation strain, clearer guidance), and company (retention, sales uplift, AHT down).
- Deployed to ~700 agents in 6 weeks. No multi-quarter integration, no rip-and-replace.
- Root-cause analysis of friction within existing call scripts. We re-engineered them with behavioural nudges anchored to MOJO-CX's behavioural-science library, then added screensharing for complex products.
- Adherence monitoring via speech analytics. MOJO-CX scored 100% of conversations against the new script nudges and exposed the adherence gap by agent and team.
- Quintile 1 vs quintile 2. Top-adherence agents drove retention rates 8 percentage points higher than the next tier — the exact coaching signal team leaders had been missing.
- £1.6m per annum in incremental retention value
- £750k per annum in incremental add-on sales
- £875k per annum in AHT reduction
- Total annualised value: £3.225m on a 700-agent operation
The 8-percentage-point retention gap between adherent and non-adherent agents was sitting in our data the whole time. MOJO-CX surfaced it on day 30, and we'd recovered the project cost by day 60.
Behavioural nudges in the agent's ear. Live. On every retention call.
Advisor AI reads the conversation as it's happening. The behavioural nudges built from the root-cause analysis surfaced to the agent at the right moment in the conversation — not on a static script the agent might or might not recall. Adherence went from "hoped for" to "measured and coached" on 100% of calls.
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