British insurer Admiral Group has improved the quality of its customer engagement by tapping into technology solutions that include a speech analytics platform.
Through Verint’s speech analytics, Admiral is able to capture and analyse inbound and outbound calls without overlapping processes such as the manual sourcing of calls by type.
Speech analytics has allowed the insurer to identify the root causes of customer calls and to clamp down on potentially avoidable calls.
“Thanks to our connection and the technology, we have a more intelligent, faster and accurate way to analyse customer calls,” said Admiral Group customer insight manager Leeanne Harvey.
“Speech analytics has also allowed us to identify training needs, and test average call handling times and process differences across sites. Given how easy the Verint solution is to use, we are able to further save on resources,” she added.
One of the largest car insurance providers in the UK, the Admiral Group operates several customer-facing contact departments.
The departments handle all contacts throughout the policy lifecycle – from initial policy quotation and acceptance through renewal, claims and all other types of customer service queries.
“With central reporting for all queries and results now enabled, department findings are shared within the respective areas on a monthly basis, and overall analysis is consolidated for sharing with the wider business each quarter,” Harvey said.
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