BGL Group Increases
Agility and Operational
Excellence with VerintSolutions

Opportunity
BGL Group is a leading digital distributor of insurance services to more than
11 million customers. Brands within the company’s Price Comparison Division include
comparethemarket.com and LesFurets.com in France. The company’s Insurance,Distribution, and Outsourcing brands include Budget Insurance, Dial Direct, andBeagle Street.

Verint® Workforce Management™
Verint Speech Analytics™
Verint Work Manager™
Verint Enterprise Recording™
Verint Quality Management™

BGL Group is committed to both its customers and its employees. One of BGL’sstrategic targets is to maximise customer satisfaction across all brands. Meanwhile,from an employee perspective, the company is proud to achieve an 86 percent staff
engagement score.

IndustryHowever, BGL is always looking to the future. In its four UK sites, this means improving
back-office workforce processes in order to optimise end-to-end customer engagement
across all insurance brands. This ranges from managing staffing levels and providing
employees with convenient schedules to automating routine administrative tasks andidentifying time-off opportunities.

Insurance

BGL Group has been a highly satisfied user of Verint® Workforce Management™ and Verint
Work Manager™ for some time. In fact, the company is focused on effectively connecting thedata from the two solutions to create a single, unified view of all people across all channels.
“We rely on Verint Workforce Management to match workloads among our back-officeadministrative teams,” explains Louise Cook, forecasting and capacity planning analyst at
BGL Group. “We also use Verint Work Manager to see at a glance how our resources andprocesses are performing. However, some data such as attendance, holidays, and sickleave needed to be entered separately into different systems.”

RegionUnited Kingdom

Deployment

This single view would enable BGL to make better use of its existing resources,
improve decision making, and enhance the end-to-end customer experience.

On-siteSolution
Verint Workforce Engagement™ solutions are helping to drive the next stage of growth
at BGL Group. With Verint Workforce Management and Verint Work Manager, thecompany continues to ensure proper staffing levels to meet customer demand.
At the same time, using Verint Speech Analytics™, the company is able to identify
trends, opportunities, and potential issues from thousands, even millions, ofrecorded calls. This has unlocked significant productivity improvements in
key areas such as average handle time. In turn, this has contributed toa measurable increase in customer satisfaction and first call resolution.

Results• Improved employee planningand forecasting against workload.
• Saved 11 team leaders
45 minutes every day by automating
daily attendance data processing.
• Enabled more agile decisionmaking based on timely, accurate
performance data.
• Reduced the risk of overstaffing,overtime, and shrinkage.

“Verint is helping BGL Group create a more agile workforce. At aglance, we have instant, accurate insight into workforce availability.
We can then use this intelligence to make more informed people
planning decisions.”– Louise Cook, Forecasting and Capacity Planning Analyst, BGL GroupThe back-office workforce optimisation solution enables theorganisation to automatically allocate tasks based on priority,
service goal, and the availability, skill level, and capacity ofback-office teams across all four UK sites and any channel.

Benefits

The catalyst for the integration of Verint Workforce
Management and Verint Work Manager was managing
people attendance. “We met with Verint and our integration
partner Sabio to identify what was achievable and to set
up goals for the feed,” says Louise. “The aim being to view
attendance, capacity, and workload in one system.”• Increased productivity: Eliminated the requirementfor 11 team leaders to update daily attendance data,
equivalent to each saving 45 minutes per day.

Following the integration co-ordinated by an expert teamfrom Sabio, Verint Work Manager captures multichannel
work inputs, including attendance and exceptions like shifts,
holidays, and sick leave. This insight is then automatically fed
into Verint Workforce Management to create a unified viewof workforce availability.
In all, 11 teams are now live on the unified system, withapproximately 80 percent of users scheduled to use thenew platform in the coming months. For the first time, BGLGroup has a single view of capacity and workloads acrossall contact centres. Teams now also have the time andflexibility to create their own dashboards and use similar key
performance indicators (KPIs). For example, a work matrix isdeployed to highlight which resources are currently available,
allowing the teams to quickly reassign multiskilled people as
demand dictates.

Since going live with the new Verint solution, BGL has
experienced a number of key advantages:• Accelerated performance reporting: Enabled BGL
to make decisions based on timely, accurate
performance data.
• Optimised call centre efficiency: Used complete, timely
skills insight to plan, forecast, and schedule employees
to match workload.
• Improved operations: Managed staffing levels andprovided employees with convenient schedules toautomate routine administrative tasks.
• Enhanced visibility: Provided insight into complex,multichannel transactions and processes, as well as theability to manage them effectively across call centres.

“Verint is helping BGL Group create a more agile workforce,”
Louise notes. “At a glance, we have instant, accurate insight
into workforce availability. We can then use this intelligence
to make more informed team planning decisions.”

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