HomeServe Delivers Exceptional CX and Identifies Call Reduction Opportunities of 13% with Verint

HomeServe UK is a leading home assistance and home efficiency provider. Its services include plumbing, heating, drainage, and electrics–all delivered through directly employed engineers and a nationwide network of HomeServe-approved engineers. HomeServe has more than 1.4 million customers across the UK and handles in excess of four million customer interactions a year across its telephony and digital channels.

Transforming speed of insight from Verint Speech Analytics

With Verint Speech Analytics powered by Verint Da Vinci AI, which provides unmatched transcription and comprehension accuracy, HomeServe is harnessing interaction data from Verint Engagement Data Hub. This has enabled the leading home assistance and home efficiency provider to enhance its speech analytics categorisation model and automate reporting for more robust and intuitive detailed interaction analysis.

Following improvements to its category model, HomeServe engaged with Verint consulting experts to build a suite of reports. The result was greater CX automation in the form of automated insights from customer interactions.

In turn, HomeServe gained a 360-degree view of its telephony lines/skills and call profiles, with unprecedented insight across its telephony environment into why customers call. “This revolutionised the way we extract insight–quickly, accurately, and at scale–all without time-consuming call listening,” says Mobley.

The customer interaction insights also provide the foundation for new capabilities. By leveraging real-time insights, HomeServe can reimagine the customer experience, elevating service in the moment during the interaction.

Previously, HomeServe identified contact center process improvements by manually listening to calls. Employees analysed different areas, such as sales, service, and retention, and built call ”cross-sections” indicating why customers were calling. Significant effort was then applied to understand the experiences of these customers.

HomeServe’s speech analytics categorisation model is now aligned across the company’s voice of the customer tools. As a result, the organisation can more effectively match call data with customer experience data.

This enables HomeServe to efficiently identify the conversations and journeys driving the lowest and highest customer satisfaction scores. The outcome is a holistic picture of satisfaction in a fraction of the time that it previously took to complete an analysis.

“The enriched data thanks to Verint Speech Analytics and Verint Engagement Data Hub is helping leaders make informed, data-driven decisions to deliver positive customer outcomes and improved efficiencies through our customer experience program,” notes Homer.

HomeServe also recently used Verint Speech Analytics’ interaction metadata to create a visual map of call flows throughout its entire contact centre operation. This helped the company quickly and easily articulate areas where call transfers are an issue, as well as identify cost reduction opportunities of more than £250,000. “We’re introducing a collaborative approach to analysis, breaking down operational silos and optimising the use of data to build powerful stories,” says Craig Metcalfe, Analysis & Improvement Manager at HomeServe.