Case Study: Virgin Media O2 Reduces Walkout Rate by 62% with Verint Queue Management

Virgin Media O2 reduces walkouts by 62% with Verint

Virgin Media O2, a leading UK telecommunications company, faced a challenge with customers walking out of their nearly 500 stores due to frustration over long and uncertain wait times. This was caused by store hosts managing queues with clipboards, which limited visibility and prevented them from providing accurate waiting times. To address this and improve the customer experience, Virgin Media O2 partnered with vendor Verint and implemented its Verint Queue Management solution.

By deploying Verint Queue Management, Virgin Media O2 created a virtual queuing system that provided customers with accurate wait times, building trust and improving the in-store experience. The solution from Verint resulted in a 62% reduction in customer walkouts and a 27% increase in floor efficiency, saving the company £200,000 annually on mystery shoppers and surveys. It also provided valuable business intelligence, improved staff morale, and identified a conversion opportunity worth £29 million per year.

Virgin Media O2