Case Study: Loop transforms customer experience with Verint Quality Management

Loop cuts repeat calls from over 15% to 12% with Verint Systems

Loop, a subsidiary managing customer service for Yorkshire Water, faced challenges in effectively monitoring and evaluating the vast number of customer billing inquiries. Their previous system was time-consuming, lacked screen capture, and used outdated forms that provided minimal insight into soft skills and the overall customer experience. They partnered with Verint to implement Verint Quality Management to gain better customer insights and meet regulatory reporting obligations for OFWAT.

By deploying Verint Quality Management, Loop automated quality assurance and gained a unified platform to evaluate customer interactions, including voice and screen data. The solution provided intelligent analysis for effective coaching and a risk-based approach to scoring. This implementation led to a 5.1 point improvement in their Institute of Customer Service Index score, a reduction in repeat calls from over 15% to 12%, and a one-third decrease in stage 1 billing complaints, significantly transforming their customer experience.