Case Study: Yorkshire Water improves customer experience and cuts repeat calls with Verint Systems' Quality Management

Yorkshire Water Transforms Customer Experience with Verint Quality Management

Yorkshire Water’s customer‑service subsidiary Loop manages billing and contact‑center support for hundreds of thousands of customers, with a 300‑person billing team and 150 back‑office staff. Faced with regulatory reporting requirements from OFWAT and a need to understand customer interactions beyond limited, inward‑focused sampling, Loop found its legacy monitoring (no screen capture and nearly 50 outdated forms) made it hard to surface coaching needs or measure soft skills like empathy and listening.

Loop deployed Verint Quality Management to capture voice and screen data in a single platform, streamline evaluation forms, and drive risk‑based scoring and targeted coaching. The team now evaluates ~950 billing inquiries monthly, automates QA, and identifies high‑impact contacts; results include a 5.1‑point lift in the Institute of Customer Service Index (up seven places), repeat calls down from over 15% to 12%, and a one‑third reduction in stage‑1 billing complaints.

Yorkshire Water