Securitas Direct sought an analysis solution to audit most calls, ensuring high-quality service despite diverse procedures. They needed a cost-effective bot to implement immediate improvements without compromising quality. Redesigning procedures based on customer demands required analysing as many calls as possible.
Building on Sabio’s expertise, Securitas Direct implemented Verint’s Speech Analytics solution, which uses natural language processing to analyse customer-agent interactions. The phased project covered 5 areas and more than 1,000 categories over 1.5 years. Integration with Verint automated processes and improved decision making.
The Sabio / Verint project has enabled Securitas Direct to record a series of impressive results. It now audits 80% of calls, delivers real-time results, reduces costs, and improves customer satisfaction (9.1). Waiting times decreased by 15%, calls and transfers by 50%, and sales planning efficiency increased by 15%.
For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.
For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.
For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.
For 1/4, 1/3, and 1/2 width blocks, use a 435x270px image.
For 2/3, 3/4, and full-width blocks use a larger 540x335px image.
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