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Call Recording FEATURED ARTICLE

Verint Speech Analytics Help Improve Customer Experience

August 23, 2016

There’s a reason Admiral Group is one of the U.K.’s largest car insurance providers: They listen to their customers. Recently, the company has reached new levels when it comes to customer insights, thanks to Verint. By using Verint Speech Analytics alongside its Verint Quality Management and Call Recording solutions, Admiral Group has been able to successfully capture and analyze inbound and outbound calls. These solutions allow the company to better understand their customers’ journeys, which then enables them to identify training needs, improve operational efficiencies and ultimately deliver an enhanced customer experience.

This week, Admiral Group made the decision to add speech analytics to its recording and quality management investment. This allows two of its contact departments to leverage the speech analytics solution in order to bring added value to the business. They hope that this new tool will help them gain a better understanding of the customer journey, which will ultimately identify the root cause of calls. By establishing what the main reasons are for customer calls and actions, the company can work to permanently solve any issues.

As one of the U.K.’s largest car insurance providers with market share across four brands—Admiral, Bell, Diamond and Elephant—Admiral Group operates several customer-facing contact departments. Based in South Wales, the group also has offices in Bangalore, Delhi and in Halifax, Canada. All contacts throughout the policy lifecycle are handled by the relevant department, from initial policy quotation and acceptance through renewal, claims and all manner of customer service queries in between.

Admiral Group wanted to better understand the customer journey to identify the root causes of calls, drawing on customer insights, such as the reasons prompting calls and actions. Given the organisation’s long-standing relationship with Verint, it was able to swiftly add speech analytics to its recording and QM investment, enabling two of its contact departments to leverage the solution to bring added value across the business.

Leeanne Harvey, customer insight manager at Admiral Group, stated, “Thanks to our connection and the technology, we have a more intelligent, faster and accurate way to analyze customer calls. Admiral has gained new levels of customer insight with solutions that include speech analytics, QM and call recording from Verint, enabling us to better understand the extent of potentially avoidable calls that we were receiving and the pain points in the customer journey, as well as increase visibility into the wider, ‘softer’ conversations with customers. In addition, the next-generation speech analytics has replaced multiple, overlapping labor-intensive processes, such as manually sourcing calls by type, and that has contributed to a dramatic reduction in the staffing resources required.”

When speaking more specifically about the benefits of speech analytics, she said, “Speech analytics has also allowed us to identify training needs, and test average call handling times and process differences across sites. Given how easy the Verint solution is to use, we are able to further save on resources.” She continued, “With central reporting for all queries and results now enabled, department findings are shared within the respective areas on a monthly basis, and overall analysis is consolidated for sharing with the wider business each quarter. This has created a more streamlined, accelerated and accurate picture of Admiral Group’s performance.”

It sounds like Admiral Group is completely dedicated to finding out more about their customers in order to provide the best customer care possible. Verint is enabling them to do so, and so far they have seen success. 




Edited by Stefania Viscusi

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