BGL Group Increases Agility and Operational Excellence with Verint

BGL Group is a leading digital distributor of insurance services to more than 11 million customers.

The results

  • Improved employee planning and forecasting against workload.

  • Saved 11 team leaders 45 minutes every day by automating daily attendance data processing.

  • Enabled more agile decision making based on timely, accurate performance data.

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Identify trends, opportunities, and potential issues with Verint solutions

Verint Workforce Engagement solutions are helping to drive the next stage of growth at BGL Group. With Verint Workforce Management and Verint Operations Manager, the company continues to ensure proper staffing levels to meet customer demand. At the same time, using Verint Speech Analytics, the company is able to identify trends, opportunities, and potential issues from thousands, even millions, of recorded calls. This has unlocked significant productivity improvements in key areas such as average handle time. In turn, this has contributed to a measurable increase in customer satisfaction and first call resolution.

The back-office workforce optimisation solution enables the organisation to automatically allocate tasks based on priority, service goal, and the availability, skill level, and capacity of back-office teams across all four UK sites and any channel.

The catalyst for the integration of Verint Workforce Management and Verint Operations Manager was managing people attendance. “We met with Verint and our integration partner Sabio to identify what was achievable and to set up goals for the feed,” says Louise. “The aim being to view attendance, capacity, and workload in one system.”

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Featured Verint solutions

  • Operations Manager

    Ensure end-to-end service and quality goals are met
  • Workforce Management Solutions

    Powerful workforce management software improves both the customer and the employee experience while helping your organization achieve its goals
  • Workforce Engagement

    Engage and manage your contact center, back office and branch teams

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