Case Study: Abbey achieves 5% higher customer satisfaction and 10% shorter call handling times with Verint Systems' Impact 360

Abbey - Customer Case Study

Abbey, a leading UK financial services provider (part of Grupo Santander) serving some 18 million customers, operates nine contact centres (seven UK, two India) with 2,500 agents handling about 30 million calls a year. The business needed a robust, cross‑border quality monitoring solution to improve customer experience, boost first‑call resolution, standardize performance across outsourced sites, enhance training and coaching, and meet compliance requirements.

Abbey implemented Verint’s Impact 360 quality monitoring and created a dedicated quality team to analyze calls, move QA online, refine training, and target coaching for lower‑performing advisors. The initiative delivered a 5% increase in customer satisfaction, a significant rise in first‑call resolution, a 10% reduction in average call handling time, online quality assessments replacing manual forms, and a 50% performance improvement among the lowest quartile of agents.

Abbey

Kirsty Lacey

Quality Team Manager