Saga builds insurance, travel, personal finance and healthcare services around the needs of customers 50 years and older. One of the most trusted brands in the UK, Saga receives about 3.5 million calls a year across their three contact centers, creating a rich pool of data that presents opportunities to deepen relationships with current and future high-affinity customers.
“We work hard to make service completely frictionless and constantly track performance through customer satisfaction and effort scores,” explained Martin Broom, Director of Operational Strategy and Planning for Saga.
Conversations between agents and customers have a massive bearing on those scores, so introducing Speech Analytics was a natural step. “We constantly capture and dig into interactions, uncovering ways to improve agent performance and make it even easier for customers to do business with us,” said Broom.
“We’ve seen a 5% improvement year-over-year in customer ease. Other results include a 9% reduction in average handle times and a 4% improvement in first call resolution. This has led to a 4% increase in customer satisfaction scores.”
Mark Hills, Head of Insight and Performance, Saga