Case Study: Serco improves service quality and safeguarding with CallMiner

Serco improves quality scores 4.05% with CallMiner

Serco, a company providing customer contact services for local governments, faced challenges with its manual quality assurance process. This time-consuming method only monitored a small sample of calls, limiting insights into customer sentiment, compliance risks, and agent performance. To gain a more data-driven understanding, Serco implemented the CallMiner conversation intelligence platform.

By deploying CallMiner, Serco automated the analysis of 100% of customer interactions. This solution provided real-time insights that improved service quality, increased compliance tracking, and identified over 2,500 safeguarding alerts in one quarter. The measurable results included a 4.05% increase in Quality Monitoring Scores and the identification of an average of 15 improvement opportunities per month, leading to industry recognition for their work.

Serco