Case Study: AXA Ireland achieves higher first-call resolution and agent self-coaching with Verint Systems' Impact 360

AXA Ireland - Customer Case Study

AXA Ireland, one of the country’s largest general insurers with about 130 contact-centre agents, faced a training challenge: an outdated, intrusive desktop recording process that couldn’t store calls and limited effective coaching, leaving service quality inconsistent and repeat contacts unresolved. The company needed a modern, unobtrusive system to capture calls and drive consistent agent performance.

AXA deployed Impact 360 to record all calls, select examples for monthly coaching, attach leader feedback, and provide indisputable recordings for dispute resolution. The result has been stronger agent self-coaching, improved first-call resolution and fewer repeat calls, accurate measurement of service levels, and higher-quality customer interactions without the resourcing problems feared.

AXA Ireland

Seamus Merity

Head Of Direct Business