Yorkshire Water's Loop subsidiary improves customer service quality with Verint Quality Management, cutting repeat calls and billing complaints
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · All customer calls recorded
All customer calls are recorded, with approximately 950 billing inquiries evaluated every month.
Tools used
Verint Quality Management
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.
What failed first
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.