Case Study: BGL Group achieves faster ROI and better customer experience with Sabio Speech Analytics

BGL Group - Customer Case Study

BGL Group, a leading digital distributor of household financial products serving more than eight million customers, worked with Sabio to tackle the complexity of its high-volume, multi-channel customer contact operation. With millions of annual calls, messages, web chats, and self-service interactions across multiple brands, BGL needed better insight into why customers were getting in touch, what was driving effort, and how to improve operational efficiency, customer experience, and service quality.

Sabio implemented a Verint Speech Analytics solution to help BGL automatically analyze customer conversations, uncover trends, and identify quick wins for improvement. Within six months, BGL had already achieved its initial 12-month ROI goals, with a 20% reduction in calls related to the self-service portal, a 13% reduction in average handle time on related calls, and an estimated 30-second reduction in call length; the project also delivered measurable uplifts in CSAT and Next Issue Avoidance, while improving coaching, QA, and compliance.

BGL Group

Jayne Lansdell

Associate Director of Technology