Case Study: HomeServe reduces customer effort with Sabio's Verint Speech Analytics

Reducing Customer Effort With Speech Analytics

Homeserve, a leading UK home assistance company, faced the challenge of needing greater insight into why its customers were calling its contact centers over 200,000 times per month. They lacked definitive data on the factors driving customer contacts, which was a barrier to their goal of providing effortless service and reducing unnecessary interaction volumes. They partnered with vendor Sabio to implement a Verint speech analytics solution to gain this crucial understanding.

Sabio deployed the solution and helped Homeserve analyze 1.38 million customer interactions. The implementation focused on key areas such as hold times and repeat calls, identifying specific processes that needed improvement. As a result, Homeserve reduced average hold times by 20 seconds per call, addressed the root causes of repeat calls, and is on target to reduce its overall service call levels by approximately 10%, significantly reducing customer effort.

HomeServe

Alison Hanson

Director of Contact Centre Strategy