Case Study: British Gas achieves service excellence and a 30% increase in sales conversion with CallMiner

Driving Service Excellence and Increased Revenue in the Contact Center

British Gas, the UK’s largest domestic energy supplier, was recording all contact-center conversations but lacked a scalable way to analyze them beyond sampling and basic QA. To get visibility across thousands of agents and improve coaching, sales and customer experience, British Gas deployed CallMiner’s Eureka speech analytics to mine 100% of calls (about 250,000/week) and cross-reference audio with extensive customer and account metadata.

CallMiner’s Eureka transcribed, categorized and surfaced call- and agent-level metrics, enabling guided root-cause analysis, overlays/filters and daily coaching insights. Using CallMiner, British Gas has mined over 52 million calls, achieved a 30% uplift in sales conversion in pilot programs, a 2% increase in First Call Resolution (statistically significant at scale), a 600% rise in agents giving timescales, 200% more summaries, 50% more promotion of self‑serve options, and the top agent group cut average handle time by ~194 seconds (36%), driving measurable revenue and efficiency gains.

British Gas