Case Study: HomeServe reduces customer effort with Verint Speech Analytics

HomeServe reduces hold times by 20 seconds per call with Verint

HomeServe, a leading UK home assistance provider, faced the challenge of gaining deeper analytical insight into millions of annual customer calls to improve service quality and reduce customer effort. They partnered with vendor Verint and implemented Verint Speech Analytics to transcribe and analyze 100% of recorded calls to understand key drivers, such as repeat calls and long hold times.

The Verint solution analyzed nearly 2 million interactions, identifying that 20% of calls were repeats. By addressing the root causes, HomeServe reduced repeat call volume and cut average hold times by 20 seconds per call, leading to a 10% reduction in overall service call levels. Verint Speech Analytics provided the actionable intelligence needed to streamline the customer journey and unlock significant operational benefits.

HomeServe