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Case Study

How IICT Uses Leap4Speech to Improve Customer Experience and Team Performance

Discover how the International Institute for Complementary Therapists transformed their call center operations with AI-powered analytics

Executive Summary

The International Institute for Complementary Therapists (IICT) provides professional membership and insurance services to complementary therapists, founded in Australia and now servicing the Wellness Industry in over 35 Countries. In 2025, as IICT experienced significant growth in call volume, its leadership team sought a better way to understand and optimize customer interactions.

After implementing Leap4Speech in May 2025, IICT gained full visibility into all calls, rather than relying on manual samples. This AI-driven call intelligence platform revealed an important and previously hidden trend: while agent sentiment remained consistently high, customer sentiment was declining. This insight allowed IICT to take proactive action, improving service quality and coaching practices in real time.

About the Customer

IICT is a membership organization supporting thousands of complementary therapy practitioners and training providers. It offers insurance options, membership verification, and onboarding support, primarily through a call center team responsible for handling member inquiries, technical support, and training provider engagement.

Customer Challenge

Prior to Leap4Speech, IICT's customer service leaders had limited visibility into the quality of their customer interactions. Key issues included:

  • Lack of visibility into call sentiment beyond anecdotal feedback
  • Manual quality assurance: only a fraction of calls could be reviewed
  • Inconsistent agent communication, with no standardized coaching framework
  • Missed signals from clients, especially regarding frustration or dissatisfaction

These challenges made it difficult for the organization to measure and improve the quality of its customer experience at scale.

Why Leap4Speech

Leap4Speech offered IICT a centralized, AI-driven solution for turning voice data into actionable insight. The platform's ability to analyze 100% of calls and deliver sentiment, resolution, and category analysis in real time stood out.

Key reasons for choosing Leap4Speech:

  • Full call coverage: No more random samples or manual logging
  • Real-time sentiment detection: For both agents and clients
  • Categorization of calls: Into topics like insurance, membership, and technical issues
  • Actionable coaching dashboards: With performance scores and risk indicators

Leap4Speech's ability to surface trends in customer tone and identify agent response gaps gave IICT the tools to standardize and improve service outcomes across the board.

Solution Overview

Leap4Speech was deployed in May 2025. It required no disruptive changes to existing infrastructure, integrating smoothly with IICT's call systems.

Once live, the system began delivering:

  • Daily and monthly call sentiment reports
  • Category-level risk assessments (e.g., "general enquiries" showing high negative sentiment)
  • Agent performance dashboards, including sentiment ratios and call volumes
  • Knowledge base alignment reports to flag inaccurate or inconsistent answers

Sales and service leads used the platform to:

  • Review recent calls before follow-ups
  • Coach agents using real examples of successful or poor calls
  • Standardize tone and messaging across the team

Results and Benefits

From August to October 2025, IICT observed measurable operational and customer experience shifts:

7.7%

Increase in call volume, from 1,083 in August to 1,167 in October

8.0/10

Consistently strong agent sentiment each month, signaling good internal communication practices

6.0 → 5.0

Drop in client sentiment from August to September/October, previously undetected before Leap4Speech

Real-time Insights

Improved managerial action enabled by real-time feedback loops and targeted training based on actual call insights

"In the beginning, we saw a wide range of quality scores, and in sales, customer service and business growth, consistency is the key. Over time, the platform has helped us standardize how our agents respond and prepare for follow-up calls. It's become a valuable tool we use daily to manage service consistency."

— Clinton Bown, Chief Operations Officer, IICT

These outcomes reflect not just platform use, but a cultural shift: IICT moved from reactive quality assurance to proactive, insight-driven performance management.

Additional Benefits

  • Improved managerial action: enabled by real-time feedback loops
  • Targeted training: based on actual call insights, not guesswork
  • Flagging of high-risk categories: like "general enquiries" and "technical issues," allowing leadership to respond strategically

About Leap4Speech

Leap4Speech is an AI-powered call analytics platform designed to help organizations unlock the full potential of their customer conversations. With capabilities like real-time sentiment analysis, resolution tracking, and knowledge base alignment, Leap4Speech empowers teams to improve customer experience, agent performance, and operational insight.

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