HomeServe is one of the UK’s leading home assistance providers. For more than 20 years it has made its customers’ lives easier by delivering a range of services, including plumbing, drainage, electrics, heating, and more, through a nationwide network of HomeServe approved engineers. The company is using Verint Speech Analytics to analyse reasons for calls, find and address key issues including hold times and repeat calling, and to improve interactions and streamlining the customer journey as a whole. They analysed nearly 2 million customer interactions, reduced hold times by an average of 20 seconds per call, identified drivers of repeat calls to improve processes and reduced overall call levels by 10%.

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