Results

  • Achieved resource savings by automating smarter insights from customer calls.
  • Identified process differences to help challenge average call handling times.
  • Increased efficiency by, among other actions, quickly sourcing calls by type.
  • Streamlined and accelerated accurate reporting and analytics across contact departments.

Solutions

Admiral records inbound and outbound calls using Verint Call Recording. The integrated Verint Speech Analytics application is used to transcribe, categorise, and analyse calls from three of Admiral’s largest service departments, helping to pinpoint insights quickly and accurately.

Leeanne explains, “Being able to gain a deeper understanding of our customers’ needs and their expectations has allowed us to improve our customer journey, identify training needs, and improve operational efficiencies. Verint Speech Analytics also enables us to identify and react to any technological issues quickly, resulting in an improved experience for our customers.”
Verint’s next-generation speech analytics solution also replaces multiple, overlapping, and labour-intensive processes, resulting in resource savings. “Verint has undoubtedly contributed to a reduction in the staffing resource required to manually source call by type,” says Leeanne.

Efficiency is rising across the business too. Leeanne continues, “Verint Speech Analytics has allowed us to identify training needs and process differences across sites. Gaining further insight in these areas, we continue to challenge average call handling time and reduce potentially avoidable calls.”

Benefits

“The ability to source and access calls of a particular type or category enables us to save on resources. For example, we save time being able to skip to the stage of the call which is of relevance by term. The category building feature is also intuitive and allows the business to create robust categories relatively easily.”

All queries, findings, and results are reported centrally, with administration by a working group that includes speech analytics representatives from within the process teams of the relevant departments. Findings are shared within the respective departments on a monthly basis, with overall analysis consolidated and shared with the wider business and senior managers each quarter.

“Verint Speech Analytics adds an additional layer of quantification to our reporting, as well as highlights areas for improvement to enhance customer engagement,” says Leeanne. “The solution has already led to a number of scripting, letter, and process changes. Over time, additional training will help us use the software in new ways to automate reporting in order to gain smarter insights from customer calls.” The continued support provided by the Verint consulting team is also paying dividends. Leeanne explains, “From the delivery of both useful and engaging training sessions to a continued point of contact throughout deployment, we have been very impressed with the channel of support provided by Verint.” Admiral is continuing to work alongside the Verint consulting team to investigate expanding its speech analytics footprint and exploring the addition of Verint Text Analytics™.

“We are extremely pleased with our relationship with Verint,” Leeanne concludes. “Thanks to Verint’s technology, we have a more intelligent, faster, and accurate way to categorise customer calls. In turn, we have new levels of customer insight into the root causes prompting customer calls and actions.”