HomeServe plc, one of the UK’s leading home assistance companies, is working with contact centre technology specialist Sabio to deploy a powerful Verint speech analytics solution to help optimise engagement and improve the HomeServe customer journey.

With a goal of providing effortless service to some three million customers by 2020, the company’s contact centre team is committed to using Speech Analytics to ensure a fact-based approach to its customer contact programmes. By quickly highlighting emerging issues, HomeServe’s deployment of Speech Analytics is at the heart of the company’s initiative to streamline processes and reduce overall interaction volumes into its contact centres. HomeServe has already used speech analytics to analyse 1.38 million customer interactions with very positive results.

Highlights include:

  • Identifying specific call types that generated above average hold times for customers
  • Focus on Repeat Calls is helping to remove barriers to First Contact Resolution by identifying and resolving reasons why customers are calling more than once
  • Cumulative process improvement areas highlighted by speech analytics programme
  • Homeserve's operational challenges


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