Case Study: BT Business Sales achieves 7% higher revenue per call and 70-second faster handling with Verint Systems' Impact 360

BT Business Sales - Customer Case Study

BT Business Sales, the SME-facing sales arm of BT, operates nine UK contact centres with roughly 600 agents handling 37,000–40,000 calls and about £4.5m in weekly revenue. Although the business already used Impact 360 Recording for compliance, it lacked a consistent, fit‑for‑purpose way to measure, score and coach agents without imposing rigid scripts, and sought to better link call quality to customer satisfaction and revenue.

Working with Verint, BT implemented Impact 360 Quality Monitoring (prototyped in Cardiff and rolled out across all sites in three months), pairing synchronized voice/data recording with intelligent evaluation forms, manager training, self‑coaching tools and best‑practice clips. The program drove clear gains: revenue per agent per call rose 7%, average handle time fell by 70 seconds (wrap time by 30 seconds), structured coaching increased three‑fold, and overall agent performance and customer outcomes measurably improved.

BT Business Sales

Beatriz Butsana Sita

Director, BT Business Sales