Our Work

We don’t sell seats. We deliver measurable outcomes. From improving care metrics, solving attrition or delivering incremental revenues, we bring a practical approach to each customers challenge.Here are four examples of world-class customer service, process outsourcing, and sales outcomes we’ve delivered for our customers. And the icing on the cake? …Expect to receive better reporting through Catch than what you receive in your own business.

Customer support case studies

2 Degrees

Who they are: Telco and energy retailer with 1.3 million customers in New Zealand

Street cred: Awarded best customer support in New Zealand (2023 NZ Compare Awards)

What we did:

2Degrees call wait times were north of 20 minutes, with employee turnover a key issue in their internal call centre.
We started with a proof of concept of 20 agents in Dec ’22.
By Dec ’23 we had scaled to 200+ agents, delivering parity on all operational metrics and winning the “Supreme Champion of Champion” award for best customer support in New Zealand.
Reduced cost to serve by ~70%

Multichoice

Who they are: Pan African Pay TV company. 15 Million customers across 51 countries.

Street cred: Centralised contact centre operations across 11 and four languages into a single hub in 45 days.

What we did:

Improved all customer care metrics. Customer satisfaction scores increased from 1.4 / 5 to 4.4 / 5 in month one.
Launched inbound cross-sell program to drive higher package uptake resulting in a 13% higher average spend
Reduced cost to serve by 60% by consolidating operations to a single vendor

Sales case studies

Orcon Power

Who they are: Challenger energy retailer in New Zealand

Street cred: Reduced cost per sale from $240 to $100 in our first month

What we did:

Orcon energy have a telesales team based in New Zealand. We ran a proof of concept to compare offshore sales performance in South Africa with their NZ based team
By the end of month one, we had achieved parity on onshore sales conversion rates which reduced the cost per sale by 60%+
Offshore sales team is now scaling further

Showmax (Comcast / Multichoice)

Who they are: Owned by Pan African streaming company owned by Comcast and Multichoice

Street cred: Stood up a 35 seat sales team in a new office with new tech in 30 days

What we did:

Improved all customer care metrics. Customer satisfaction scores increased from 1.4 / 5 to 4.4 / 5 in month one.
Launched inbound cross-sell program to drive higher package uptake resulting in a 13% higher average spend
Reduced cost to serve by 60% by consolidating operations to a single vendor

Process outsourcing case studies

Certn

Who they are: Series B tech co. in the employment screening space, and 2nd fastest growing company in Canada

Street cred: +89 Net Promoter Score (NPS), highest in the employment screening industry

What we did:

In the venture backed technology space, gross margin is everything. Most of Certn’s product is automated, but sometimes people are required to help fulfil employment reference checks
We started with a proof of concept of 8 agents, and within six months, had scale to 80 people providing global fulfilment in multiple languages
Our agents cost 40% of what Certn paid for onshore labour, and deliver the same productivity metrics (measured by monthly revenue per agent)

Not so great: Certn sponsored Catch’s football team. Despite branded t-shirts, we still finished third last.

Our Work

Customer support case studies

2 Degrees

Multichoice

Sales case studies

Orcon Power

Showmax (Comcast / Multichoice)

Process outsourcing case studies

Certn

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