Admiral Transforms
Quality of Customer
Engagement with Verint
Opportunity
Admiral Group PLC is one of the UK’s largest car insurance providers, with morethan 11 percent market share across four brands: Admiral, Bell, Diamond, and elephant.
co.uk. Admiral Household launched in 2012. Based in South Wales, the group also hascustomer-facing offices located in Bangalore, Delhi, and Halifax.

Solutions
Verint® Speech Analytics™
Verint® Call Recording™
Verint® Quality
Management™

The company operates seven customer-facing contact departments handling up to 1,000,000
calls per month. Contacts throughout the policy lifecycle – from initial policy quotation andacceptance to renewal, claims, and all manner of customer service queries in between – arehandled by the relevant contact department.
Admiral’s use of Verint® Speech Analytics™ began in an effort to better understand its
customers’ needs and their reason for contacting the company. Leeanne Harvey, customer
insight manager at Admiral Group explains, “One of our main drivers was to understand theextent of potentially avoidable calls we were receiving and the pain points in the customer
journey, such as long hold times, which may indicate issues.”

Industry
Insurance

Admiral also wanted to overcome limited visibility of the “softer issues.” For instance, existing
management information reporting often quantified actions carried out on a policy, but it didn’t
capture the surrounding conversation with customers that could be used for more effective
analysis. Moreover, the limited visibility undermined the company’s ability to confidently reporton areas of improvement, such as repeat calls.

RegionUnited Kingdom

Admiral already enjoyed a long-standing relationship with Verint, having previously deployed
Verint Call Recording™ and Verint Quality Management™ across the business. This allowed
Leeanne and her team to explore the potential of Verint Speech Analytics in a relatively shorttimeframe.
“The addition of Verint Speech Analytics allows us to gain further benefit from Verint
Quality Management within the one platform,” says Leeanne. “While other vendors
were considered, our existing, effective relationship with Verint enabled an efficient andinformative exploration of the software’s value to our business.”

Solution
Admiral records inbound and outbound calls using Verint Call Recording. The
integrated Verint Speech Analytics application is used to transcribe, categorise,
and analyse calls from three of Admiral’s largest service departments, helping topinpoint insights quickly and accurately.
Leeanne explains, “Being able to gain a deeper understanding of ourcustomers’ needs and their expectations has allowed us to improve ourcustomer journey, identify training needs, and improve operationalResults• Achieved resource savings
by automating smarter insightsfrom customer calls.
• Identifiedprocessdifferencesto help challenge averagecall handling times.
• Increasedefficiencyby,amongotheractions,quicklysourcingcalls by type.
• Streamlined and accelerated
accurate reporting and analytics
across contact departments.

“ Being able to gain a deeper understanding of our customers’ needs
and their expectations has allowed us to improve our customer journey,
identify training needs, and improve operational efficiencies. Verint
Speech Analytics enables us to identify and react to any technologicalissues quickly, resulting in an improved experience for our customers.”– Leeanne Harvey, Customer Insight Manager, Admiral Groupefficiencies. Verint Speech Analytics also enables us toidentify and react to any technological issues quickly,
resulting in an improved experience for our customers.”
Verint’s next-generation speech analytics solution also
replaces multiple, overlapping, and labour-intensiveprocesses, resulting in resource savings. “Verint has
undoubtedly contributed to a reduction in the staffing
resource required to manually source call by type,”says Leeanne.
Efficiency is rising across the business too. Leeannecontinues, “Verint Speech Analytics has allowed us toidentify training needs and process differences acrosssites. Gaining further insight in these areas, we continue
to challenge average call handling time and reduce
potentially avoidable calls.”

Benefits
The Verint solution is also proving extremely easy to use,notes Leeanne. “The ability to source and access calls of aparticular type or category enables us to save on resources.
For example, we save time being able to skip to the stageof the call which is of relevance by term. The categorybuilding feature is also intuitive and allows the business tocreate robust categories relatively easily.”All queries, findings, and results are reported centrally, withadministration by a working group that includes speech

analytics representatives from within the process teams of
the relevant departments. Findings are shared within therespective departments on a monthly basis, with overallanalysis consolidated and shared with the wider businessand senior managers each quarter.
“Verint Speech Analytics adds an additional layer ofquantification to our reporting, as well as highlights areas
for improvement to enhance customer engagement,” says
Leeanne. “The solution has already led to a number ofscripting, letter, and process changes. Over time, additional
training will help us use the software in new ways toautomate reporting in order to gain smarter insights fromcustomer calls.”
The continued support provided by the Verint consulting
team is also paying dividends. Leeanne explains, “From thedelivery of both useful and engaging training sessions to acontinued point of contact throughout deployment, we havebeen very impressed with the channel of support providedby Verint.” Admiral is continuing to work alongside theVerint consulting team to investigate expanding its speech
analytics footprint and exploring the addition of Verint Text
Analytics™.
“We are extremely pleased with our relationship withVerint,” Leeanne concludes. “Thanks to Verint’s technology,
we have a more intelligent, faster, and accurate way tocategorise customer calls. In turn, we have new levels ofcustomer insight into the root causes prompting customer
calls and actions.”

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