HomeServe Delivers Exceptional CX and Identifies Call Reduction Opportunities of 13% with Verint
Innovation is at the heart of HomeServe’s bold, imaginative customer experience strategy. Verint Open CCaaS Platform is empowering the leading home assistance and home energy efficiency provider with capabilities that enable it to drive CX automation and provide seamless and rewarding customer experiences.
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Results
- 22%
Delivered a 22% increase in customer satisfaction.
- 13%
Identified call reduction opportunity of 13%.
Enabled an innovative process for continuous improvement.
About HomeServe
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.
Opportunity
Reducing friction with innovative, effortless processes
HomeServe’s challenge was to remove friction points within the customer journey, helping the company become even more customer-centric and eliminating wasteful processes. Verint Speech Analytics had already helped identify process improvements across HomeServe’s sales, service, and claims operations, with more than £5 million of efficiency savings identified over six years. However, this required a heavy resource investment for call listening and data validation.
“We needed to reimagine how we engaged with customers, leveraging Verint Open CCaaS Platform and best-of-breed cloud solutions to harness customer interaction and experience data, exploit AI, and elevate digital-first customer engagement,” explains Richard Mobley, Speech Analytics Manager at HomeServe.
Solution
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.
Automating quality assurance
HomeServe’s innovation didn’t end there. Next, it focused on new ways to access data and insights across the contact centre. This was particularly important since the percentage of calls automated through front-end bots had increased to over 20 percent of new claim volume, and over 60 percent of all calls are now being answered by the front-end bot.
“We wanted Verint Speech Analytics to help us ‘quality assure’ this automated interaction,” adds Mobley. “In other words, automate the automation.”
A new telephony hierarchy was incorporated to help address this need. Every time a customer talks to the HANA bot, HomeServe’s digital assistant, and explains the purpose of the call, the response is defined as an ”intent.” These intents are built on language, with each one categorized in a similar vein and having specific telephony routing.
Working with Verint, HomeServe created bespoke categories in Verint Speech Analytics. With a category for each intent, the company can effectively measure the percentage accuracy of each intent. This, then, translates to a ”score” and forms a QA model for HANA.
“Verint Open CCaaS Platform and best-of-breed Verint Speech Analytics is driving CX automation, powered by AI and data,” says Kieron Homer, Director of Commercial Operations at Homeserve. “It provides us with the insights to make process improvements, reduce call transfers, increase call deflection through automated channels, and mitigate risks associated with automatically routing customers. Essentially, it gives our business confidence that customers are directed to the correct place.”
Driving more business value from data
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.
“We needed to reimagine how we engaged with customers, leveraging Verint Open CCaaS Platform and best-of-breed cloud solutions to harness AI and elevate digital-first customer engagement.”
Benefits
HomeServe is redefining the way it engages with millions of customers, leveraging Verint Open CCaaS Platform and best-of-breed, AI-powered Verint Speech Analytics to harness customer interaction and experience data, exploit AI, and elevate digital-first customer engagement. The benefits include:
- Delivered a more rewarding customer experience: HomeServe has recorded a 22 percent increase in customer satisfaction using Verint Open Platform.
- Identified over 13 percent call reduction opportunity: Following the automation of Verint Speech Analytics reporting, over 13 percent of call reduction/deflection opportunities were identified which translates into significant operational and CX benefit.
- Enabled continuous improvement: A benefit that cannot be underestimated is the power of utilising different sets of operational and customer data/insights to drive continuous improvement. Without this new way of collaborative working, the results would not have been achieved.
“Verint is helping HomeServe meet its customer engagement goals,” Mobley concludes. “The innovative Verint Open CCaaS Platform and Verint Engagement Data Hub provides a unified place to manage all contact center interactions, and gain visibility into our engagement data to understand how the contact center is performing.”
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