Case Study: Saga achieves 5% new business growth and improved customer satisfaction with Genesys Interaction Analytics

Saga unlocks business insights to improve sales performance and customer satisfaction

Saga, a trusted UK brand serving customers aged 50+ with insurance, travel, finance and healthcare, handles about 3.5 million calls a year across three contact centres. Facing a need to become more customer-centric and extract deeper insights from conversations to boost sales and satisfaction, Saga turned to speech analytics to better understand agent–customer interactions and pinpoint improvement opportunities.

Using Genesys Interaction Analytics (and Workforce Engagement Management), Saga mapped its sales process into 20 steps condensed into five core skills, then applied targeted coaching and dashboards to close performance gaps. The initiative delivered a 5% increase in new business, a 5% year‑on‑year improvement in customer ease, a 9% reduction in average handle time, a 4% lift in first‑call resolution and a 4% rise in customer satisfaction—producing multimillion‑pound annual gains and tighter alignment between contact centre and digital teams.

SAGA

Mark Hills

Head of Insight and Performance