Case Study: British Gas achieves a 50% increase in conversions and an 84% NPS boost with CallMiner

How British Gas is utilizing the power of WebChat Analytics to drive sales revenue, improve multi-chat rates and increase Net Promoter Score

British Gas, the UK’s leading energy supplier, discovered that much of its digital channel sales activity was being under‑reported because WebChat sessions weren’t linked to subsequent customer journeys. To tackle this, British Gas deployed CallMiner’s interaction/omni‑channel analytics (CallMiner Eureka / CallMiner Speech Analytics) to analyze 100% of WebChat contacts and surface hidden conversion and agent performance data.

CallMiner linked WebChat email data to the CRM, mined promotional chats, grouped conversations and informed targeted coaching to streamline chats and boost agent effectiveness. As a result, CallMiner helped British Gas identify up to 50% under‑reporting of sales, improve conversion rates by 50%, increase agent multi‑chat rates by 60%, and lift Net Promoter Score by 84% (from 10 to 18.4).

British Gas

Tom Fleming

Digital Performance Coach