Case Study: Tryg achieves a high-performance customer culture and increased sales with Verint Systems' Speech Analytics

Tryg Boosts High-Performance Customer Culture with Verint Speech Analytics

Tryg, one of the largest non-life insurers in the Nordics with 7,000 employees serving 5.7 million customers, sought to build a high-performance customer culture by gaining clearer insights from customer interactions. In 2020 Tryg Privat standardized on Verint Speech Analytics across 146 call categories—covering 97% of conversations and more than 1 million recordings from 350 agents—to better understand customer satisfaction, churn, service issues, agent performance, and campaign effectiveness.

Using Verint Speech Analytics to analyze agent–customer dialogue, Tryg Privat identified drivers of satisfaction, informed campaign planning and product innovation, and targeted coaching and employee pairing to improve skills and consistency. The program increased promotion of health insurance products by 37% and raised insurance sales in the claims department by 6.4%, while boosting agent productivity, enhancing agent satisfaction, and delivering more consistent customer experiences.

Tryg

Ditte Gjørup Larsen

Speech Analyst