The BGL Group is one of the UK’s largest personal lines insurance groups in the UK. They are the company behind leading brands such as Budget, Dial Direct and comparethemarket.com. Sabio worked with the BGL Group to deliver an innovative voice self-service solution.
Using powerful speech recognition technology, the Sabio solution helps to maximise the customer experience offered and speeds up calls into BGL’s contact centres.
BGL’s goal was to get the customer to the right advisors quickly, thereby shortening talk time.
Sabio recommended a powerful voice Identification and Verification solution based on Avaya Interactive Voice Response (IVR) and Nuance speech technology.
- The easy-to-use Sabio speech recognition solution allows customers to identify and verify themselves securely whilst using the standard Data Protection Act (DPA) questions before talking to a BGL Group advisor
- Customer satisfaction levels have not been affected by the introduction of this capability
- Sabio’s voice self-service solution has been adopted across almost all BGL managed brands
- This solution allows the advisor to focus on what the customers really want, rather than needing to complete DPA
- With each advisor handling an average of 8,000 calls per year, the Sabio voice self-service solution saves 45 hours per advisor annually. Therefore this can be positively re-assigned for training, coaching and further calls
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