Case Study: HomeServe achieves better customer experience with Sabio Speech Analytics

HomeServe - Customer Case Study

HomeServe, one of the UK’s leading home assistance companies, wanted to improve customer experience by understanding why customers were contacting the contact centre and where their journeys were breaking down. Working with Sabio, HomeServe deployed Speech Analytics to move beyond basic voice-of-the-customer feedback and identify high-effort areas such as transfers, hold times, repeat calls, and failed digital journeys.

Sabio helped HomeServe embed Speech Analytics into its Business Improvement activities, turning insights into action across the contact centre and wider operation. The result was a £1 million annual efficiency saving target achieved for three consecutive years, a 100,000 reduction in repeat calls, an 8% cut in internal transfers, and average hold times reduced by 22 seconds per call, all while improving first contact resolution and customer experience.

HomeServe

Alison Hanson

Director of Contact Centre Strategy