Case Study: Soha Housing achieves 54% reduction in complaint calls and improved agent performance with NICE Systems' Nexidia AutoFinder

Insightful Speech Analytics Reduced Complaints & Improved Agent Performance

Soha Housing Ltd is a community-based social housing provider in south Oxfordshire managing 6,500 affordable homes and handling about 8,000 inbound calls a month with an 11‑person contact team. Wanting to build on past improvements and further reduce complaint calls and improve customer service, Soha sought an interaction analytics solution to surface recurring issues and root causes more quickly.

By capturing 100% of voice interactions and using Nexidia AutoFinder to search tens of thousands of calls, Soha quickly identified issues (for example, contractor performance and ground maintenance), tightened contract management, improved training and introduced proactive outreach. The changes cut complaint calls by 54%, freed agents from firefighting so they can focus on complex cases, and provided evidence to resolve disputes and drive continual operational improvements.

Soha Housing

Maureen Adams

Director of Customer Services and Operations