Established over 21 years ago, HomeServe is one of the UK’s leading home assistance providers, employing over 600 engineers and looking after 2.1 million homes in the UK. Its clear goal is to become the country’s number one home assistance company, providing effortless customer service to three million customers by 2020.
Working with Sabio, HomeServe understood the important role that speech analytics technology could play, but the project would also require process and resource skills to ensure that findings were acted on across the business.
Sabio recommended and supported the deployment of a specialist Speech Analytics solution from Verint to mine all of HomeServe’s recorded calls and surface customer sentiments and rising trends.
- Identified multiple calls from the same number
- Helped to identify those departments that caused the most hold time, those that generated the most transferred calls, and hold instances that were directly attributable to agent knowledge gaps
- HomeServe hold times have reduced by an average of 20 seconds per call, reducing real customer effort
- Reduced overall customer contact volumes by 10%
Case Study: Insurance Giant Targets Significant Savings Through Speech Analytics Project
BGL Group – a leading digital distributor of household financial products – engaged Sabio to deliver a Verint Speech Analytics solution to help optimise customer engagement.
White Paper: Speech Analytics goes Mainstream
Speech analytics remains a significant investment area for companies, given its ability to drive operational improvements, contain costs and impact customer satisfaction.
White Paper: Ensuring Workforce Optimisation Effectiveness
Done right, WFO helps to inform the right decisions and contributes directly to ensuring service excellence
Podcast: A paradigm shift is on the horizon for Contact Centres
In our season finale, Aileen Allkins, CEO and Founder of Aileen Allkins Consultancy (AAC) joins Matt and Simon to discuss whether the Customer Service Industry is on the precipice of a paradigm shift in the way they operate or whether businesses will go back to the way they were
Podcast: Has the pandemic changed the Contact Centre industry forever?
The BGL Group shifted its entire customer service team to a remote working model in just 10 days, an extraordinary feat of agile and innovative thinking. In this podcast, Lisa Steele joins the pod booth to discuss how the team managed to mobilise so quickly, what were the lessons learnt and how they adapted to ever changing customer expectations.
Podcast: How to make every leader in your company a CCO and how to drive growth with service excellence
In this week's episode, Martin Schilling joins Matt and Simon in the pod booth to discuss the importance for every leader to become a Chief Customer Officer and best practices on how to drive growth with service excellence.
Podcast: Is it possible to create a real ‘customer first’ culture?
In S2. EP7, Ben Bax, Client Services Director joins Matt and Simon in the pod booth to discuss how to create a customer first culture and the obstacles organisations face in pulling this off.
Podcast: What impact does the ‘Halo Effect’ have on Customer Experience?
In this week's episode, Victoria Hamilton, Director of Orange Falcon Consulting joins Matt and Simon to discuss what the Halo Effect is and how it impacts Customer Experience.
Podcast: CX Ambition – Turning your CX strategy from ambition to reality
In this week's episode, Gerry Brown, Chief Customer Rescue Officer joins Matt and Simon to discuss how CX professionals can turn their strategic aims and goals into a reality.
Podcast: Walking in the shoes of your employees
In S2. EP4, Kate Thornton joins Matt and Simon in the pod booth to share her experiences as a CX leader walking in the shoes of the employees.
Blog: From the Calamity of COVID to the Start of a New Model for Customer Service
The Story So Far COVID sent everyone scuttling back home as fast as an incoming Tsunami causes mass evacuation. Organisations, […]