Case Study: a fortune 500 financial services firm automates customer sentiment and effort insights with Verint Speech Analytics

a Fortune 500 financial services firm reduces repeat calls and average handle time with Verint Speech Analytics

A Fortune 500 financial services firm sought to better understand customer experience pain points by analyzing the vast number of calls handled in its contact center. The challenge was to move beyond traditional surveys to automatically quantify customer sentiment and effort, thereby guiding data-driven improvements. To achieve this, the firm partnered with Verint and implemented its Speech Analytics solution.

Verint's solution automated the creation of a Customer Sentiment Index (CSI) and Customer Effort Impact (CEi) to pinpoint drivers of positive and negative experiences. This provided the data needed to prioritize and implement specific improvements, such as modifying agent scripts and complex forms. The results included a significant reduction in excessive call handle times and repeat calls, with identified problem calls seeing an average duration increase of at least 60 percent before the improvements were made.