Case Study: Budget Insurance Services achieves faster call retrieval, better customer service and increased renewals with Verint Systems' Impact 360

Budget Insurance Services - Customer Case Study

Budget Insurance Services, part of the Budget Group, is a UK personal-lines intermediary with 700 contact-centre agents handling around 700,000 calls a month. Facing the limits of price-based differentiation, the company launched a three-year customer service improvement plan — including a “Customer Services Career Ladder” — but its ageing analogue, tape-based call-recording system caused storage, retrieval and quality-monitoring bottlenecks that threatened the initiative.

Budget implemented Verint’s Impact 360 digital recording solution, centralising recordings and enabling rapid, criteria-based retrieval and monitoring. The system cut call-evaluation setup time from over three minutes to about one, saved at least 10 hours a week in retrieval, let the same-sized quality team review twice as many calls, improved quality scores by up to 12.5%, and contributed to a 0.25% rise in renewals and a 0.1% drop in mid-term cancellations.

Budget Insurance Services

Nick Edwards

Senior Manager Renewals