Saga

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 centres, 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 Genesys 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.

Saga chose Genesys Interaction Analytics for its data accuracy, ease of use and proven results—as evidenced by customer references. Firmly embedded within the Saga operational excellence programme, Genesys Interaction Analytics drives significant business value. Saga can separate factors that help agents close sales from those that have less influence on buying decisions but are still important to improve the customer experience.

Benefits

• 5% increase in new business performance
• 5% improvement year-over-year in customer ease
• 4% improvement in first call resolution
• 9% reduction in average handle times
• 4% increase in customer satisfaction

Challenges

• Become increasingly customer-centric
• Increase customer insights and data capabilities

Solutions

• Workforce Optimisation
• Analytics and Reporting