Case Study: BGL Group achieves greater agility and operational excellence with Verint Systems

BGL Group Increases Agility and Operational Excellence with Verint

BGL Group, a leading digital distributor of insurance serving over 11 million customers across brands like comparethemarket.com and Beagle Street, needed to improve back-office workforce processes across four UK sites to optimise end-to-end customer engagement. Although the company already used Verint Workforce Management and Verint Work Manager, key people data such as attendance, holidays, and sick leave were recorded in separate systems, preventing a single view of capacity and limiting effective staffing, scheduling, and decision-making.

By integrating Verint Workforce Management, Verint Work Manager and Verint Speech Analytics (with integration support from Sabio), BGL automated multichannel task allocation and unified attendance and capacity data into one platform. The solution—now live for 11 teams—saved 11 team leaders 45 minutes per day, improved planning and forecasting, boosted productivity and first-call resolution, and reduced the risk of overstaffing, overtime, and shrinkage while enabling faster, data-driven staffing decisions.

BGL Group

Louise Cook

Forecasting and Capacity Planning Analyst