Case Study: Skipton Building Society achieves streamlined agent coaching and improved self-development with NICE Systems' NICE Perform

Skipton Building Society - Customer Case Study

Skipton Building Society, the UK’s seventh-largest building society with around £9.6 billion in assets, operates a 30-seat contact centre handling roughly 800–1,200 inbound calls a day. Although the organisation prioritised intensive training over scripts, its manual, paper-based call evaluation process (one random call per agent per day) had become inefficient and disengaging, limiting the supervisors’ ability to deliver timely, structured coaching.

Skipton implemented NICE Perform with Agent Coaching, training all teams to use its digital call capture, pause/resume evaluations, customizable scoring forms and automated call sampling. The system enabled individually tailored weekly coaching packages with call playback on agents’ desktops, streamlined monitoring, saved supervisor time and delivered more structured, interactive feedback—resulting in regular weekly evaluations and greater agent focus on self-development.

Skipton Building Society

Karen Beck

Contact Centre Supervisor