Insurance Giant Targets Significant Savings Through Speech Analytics Project

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BGL Group has deployed a speech analytics solution across its UK contact centres, which employ some 1,300 people.

Customer contact technology specialist Sabio worked with BGL to implement Verint Systems’ Speech Analytics software in an initial project focused on servicing the company’s insurance book customers.

The results have proved impressive, with BGL already hitting its original targets and identifying further operational savings, quality enhancements and performance improvements, which are set to deliver an impressive first-year ROI on the project.

In recognition of this, BGL Group’s Speech Analytics project was nominated for the Best Application of Technology award at this year’s European Contact Centre & Customer Service Awards.

Thumbnail Image of Jayne Lansdell

Jayne Lansdell

“At BGL, we’re committed to delivering high-quality customer service through our Fusion contact centre services operation. Our contact centres handle some 600,000 contacts a month, so it’s also critical that we do everything we can to optimise performance,” said Jayne Lansdell, BGL Group’s Associate Director for Technology & Process.

“We particularly wanted to know the precise reasons why our customers were getting in touch, and to really understand what worked well for them and what was less successful.

Working closely with Sabio, we prepared for the project by making sure that our initial speech analytics deployment was clearly focused and that we had all the right governance needed to support our deployment.”

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Michael Andrews

“With an Avaya contact centre platform and Verint’s Workforce Optimisation solutions already in place, BGL was well placed to take advantage of speech analytics within its customer contact activities,” added Michael Andrews, Sabio’s Vice President for Go To Market.

“After just six months, the results speak for themselves. BGL has been able to unlock significant productivity improvements in key areas, such as average handle time, and this has contributed to a measurable uplift in its broader customer satisfaction and Next Issue Avoidance (NIA) results.”

Following the success of BGL’s initial speech analytics pilot, the company is now working with Sabio to plan the next phase of its speech analytics deployment. Key areas of focus will include using analytics results to inform the company’s digital transformation agenda, supporting BGL’s compliance activities, and taking advantage of the solution’s 100% recording capability to deliver more targeted coaching for the Group’s contact centre agents.

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Published On: 10th Jan 2017 - Last modified: 12th Feb 2019
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