Reducing Customer Effort with Speech Analytics

Sabio SolutionsContact Centre TechnologyCustomer ExperiencePublic Sector
Reducing Customer Effort with Speech Analytics

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.

Operational Challenge

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 Solution

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.

Results Delivered

  • 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%

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