Quality assurance · Production

Yorkshire Water's Loop subsidiary improves customer service quality with Verint Quality Management, cutting repeat calls and billing complaints

The problem

Loop needed to evaluate large numbers of customer billing inquiries against multiple criteria but its previous call monitoring system lacked screen capture capability, required coaches to juggle multiple systems, and relied on nearly 50 outmoded forms that provided minimal insight into soft skills like empathy.

First attempt

The previous call monitoring system had no screen capture element and required coaches to use multiple systems. Nearly 50 outmoded evaluation forms provided minimal insight and could only rate the overall customer experience on a four-point scale.

Workflow diagram · grounded in source

All customer calls recorded

trigger

“All calls are recorded, and approximately 950 billing inquiries are evaluated every month, equivalent to about two percent of all customer contacts”

Automated call categorization

ai_action

“Loop can automatically categorize calls that impact the customer experience, including greetings, escalations, and call hold behavior”

Unified voice and screen review

validation

“Verint Quality Management enables the QST to examine every aspect of a customer interaction, including voice conversations and associated screen data, all from a single, unified screen”

Risk-based interaction scoring

ai_action

“A risk-based approach has also been adopted, scoring high to low, based on the severity of customer experience impact”

Coaching from quality insights

feedback_loop

“uses the platform for onward coaching, using insights from Verint Quality Management to develop team member skills, maintain competence, and drive a better customer experience”

OFWAT compliance reporting

output

“Loop has documented evidence of engagements, including complaints, repeat calls, and other criteria, which are submitted to OFWAT”

Reported outcome

Loop improved its Institute of Customer Service Index score by 5.1 points (rising seven places to rank fifth), reduced repeat calls from over 15% to 12%, and cut stage 1 billing complaints by one third.
The organisation also advanced from bronze to gold on the Investors in People standard.

Reported metrics

Institute of Customer Service Index score improvement5.1 points

Institute of Customer Service Index ranking improvementseven places, now ranked fifth

Repeat call volumeover 15 percent to 12 percent

Stage 1 billing complaintsreduced by one third

Show all 6 reported metrics

Institute of Customer Service Index score improvement5.1 points

Institute of Customer Service Index ranking improvementseven places, now ranked fifth

repeat call volumeover 15 percent to 12 percent

stage 1 billing complaintsreduced by one third

Investors in People rankingfrom bronze to gold

billing inquiries evaluated monthlyapproximately 950

Reported stack

Verint Quality Management

Source

https://www.verint.com/case-studies/yorkshire-water-transforms-customer-experience-with-verint-quality-management/

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Loop improved its Institute of Customer Service Index score by 5.1 points (rising seven places to rank fifth), reduced repeat calls from over 15% to 12%, and cut stage 1 billing complaints by one third.

What tools did this team use?

Verint Quality Management.

What results were reported?

Institute of Customer Service Index score improvement: 5.1 points; Institute of Customer Service Index ranking improvement: seven places, now ranked fifth; Repeat call volume: over 15 percent to 12 percent; Stage 1 billing complaints: reduced by one third (source-reported, not independently verified).

What failed first in this deployment?

The previous call monitoring system had no screen capture element and required coaches to use multiple systems.

How is this quality assurance AI workflow structured?

All customer calls recorded → Automated call categorization → Unified voice and screen review → Risk-based interaction scoring → Coaching from quality insights → OFWAT compliance reporting.

Loop improved its Institute of Customer Service Index score by 5.1 points (rising seven places to rank fifth), reduced repeat calls from over 15% to 12%, and cut stage 1 billing complaints by one third.The organisation also advanced from bronze to gold on the Investors in People standard.