HomeServe is one of the country’s leading home assistance companies, providing its customers with the reassurance of approved engineers, a prompt response, generous cover and claims limits and the convenience of having one number to call in an emergency.
With a goal of providing effortless service, HomeServe’s contact centre team wanted to look beyond voice of the customer feedback to explore exactly why its customers were contacting the company.
HomeServe engaged with technology partner Sabio to deploy and optimise its best practice Speech Analytics solution, and putting in place the Business Improvement support needed to secure quantifiable benefits by acting on the insights uncovered
- Achieving a £1 million annual efficiency savings target for each of the last three years
- Improving FCR by securing a 100,000 reduction in repeat calls, and cutting internal transfers by 8
- Successfully cutting hold times by an average of 22 seconds per call
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In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.
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Often a customer process cannot be resolved during the first call. Subsequent interactions are usually required, whether by phone, email, or through other channels