Case Study: Vodafone Ireland achieves four-fold ROI and 23% fewer repeat calls with Verint Systems' Impact 360

Vodafone Ireland - Customer Case Study

Vodafone Ireland, a market-leading mobile operator with 1.93 million customers, operates contact centres in Dublin and Dundalk handling roughly 400,000 interactions a week across 570 agents. Faced with inconsistent coaching, untapped customer intelligence in recorded interactions, rising repeat calls and escalations, the company sought a scalable quality-monitoring solution to standardize agent scoring, improve process continuity and drive measurable service improvements.

Vodafone deployed Impact 360 voice and data recording with automated quality monitoring, centralised scoring and weighted evaluation forms (six call areas, 33 measures) on a rapid timeline. The project delivered a four-fold ROI, cut repeat calls by 23%, reduced second-level escalations by over 4%, and allowed redeployment of 80% of TQC resources to revenue-generating activities, surpassing the original targets.

Vodafone Ireland

Justin Conry

CRM Stems Manager