Case Study: HomeServe reduces customer effort and repeat calls with Verint Systems' Speech Analytics

HomeServe Reduces Customer Effort with Verint Speech Analytics

HomeServe, a leading UK home assistance provider, handles nearly 2 million contact-centre calls a year and needed deeper analytical insight into why customers were calling and where service gaps were causing frustration. The company wanted to reduce repeat contacts and ensure a consistently rewarding, customer-centric experience across its predominantly voice-based channel.

Working with Sabio, HomeServe deployed Verint Speech Analytics to transcribe and analyze 100% of recorded calls across 54 configured speech categories. The solution uncovered that roughly 20% of interactions were repeat calls—many due to document issues and incorrect transfers—and pinpointed departments and agent knowledge gaps causing long hold times. Armed with these insights, HomeServe cut average hold time by 20 seconds, reduced service call levels by 10%, improved first-contact resolution and streamlined processes to lower repeat calling and enhance the customer journey.

HomeServe

Alison Hanson

Director of Contact Centre Strategy