Admiral Transforms Quality of Customer Engagement

Admiral Group PLC is one of the UK’s largest car insurance providers, with more than 11 percent market share across four brands

The 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.

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Benefits

The Verint solution is also proving extremely easy to use, notes Leeanne. “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.”

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