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Using Speech Analytics to understand complex customer interactions

Sabio SolutionsInsurance
Using Speech Analytics to understand complex customer interactions

DAS is one of the clear leaders within the UK’s legal expenses insurance market. DAS worked with Sabio to implement an advanced Verint™ Impact 360™ Speech Analytics solution to understand the nature of its customer calls.

Operational Challenge

DAS was keen to support its multiple business operations, with consistent, best practice customer service solutions. Central to this was a project to extend the benefits of Speech Analytics to its major Legal Claims operation.

Sabio Solution

Sabio worked closely with the DAS Operational Solutions team to implement Speech Analytics, ensuring that the benefits gained were not limited to the initial project.

Results Delivered

  • An initial cost saving of over £50,000 through identification and implementation of measures to improve One Call Resolution
  • Identifying savings of some £240,000 through re-engineering of the process to encourage customers to use DAS preferred solicitors. This gives the claimant Improved expertise, Quality, Security, Speed in which their claim is settled and better value
  • Improved partner engagement through increased visibility of DAS best practice customer service processes
  • Getting Highly commended in the Innovation in Insurance category at the 2011 Technology in Insurance Awards

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