Case Study: BGL Group reduces call times with Sabio voice self-service

BGL Group - Customer Case Study

BGL Group, a major UK financial services and insurance group, needed to manage rising call volumes across its contact centres without simply hiring more advisers. To keep customer experience high while shortening talk times, BGL worked with Sabio to explore voice self-service and improve routing to the right advisors faster.

Sabio implemented an Avaya Aura Experience Portal IVR solution with Nuance speech recognition, plus Sabio Survey and Thin Client CTI for feedback collection and advisor screen pops. The solution enabled secure customer identification and verification before agent handoff, removed around 28 seconds from each call, and saved about 45 hours per adviser each year, while customer satisfaction remained unaffected.

BGL Group

Paul Thorley

Senior Project Manager