Case Study: Danish State Railway (DSB) achieves 60% sales and service improvement with Verint Systems' Impact 360 Quality Monitoring

Danish State Railway (DSB) - Customer Case Study

DSB Group is Denmark’s national passenger rail operator, running 270 stations and transporting about 166 million passengers annually. With four 24/7 contact centres and 240 inbound agents, DSB relied on outsourced “mystery” calls that gave incomplete reporting and left the organisation without clear insight into call types, call length, abandonment rates or overall service quality.

DSB implemented Verint’s Impact 360 Quality Monitoring and engaged Verint Consulting to design evaluation forms and a six-month pilot, then rolled out coaching and permanent internal coaches. The programme gave managers visibility into agent performance, improved coaching uptake, reduced call lengths and abandonment, increased first-call resolution, and drove a 60% improvement in sales and service.

Danish State Railway (DSB)

Anne Lise Bach Sørensen

Contact Centre Manager