HomeServe USA Honoured with Stevie Awards for Sales & Customer Service

CallMiner announced today that customer HomeServe USA, a leading provider of home emergency repair service plans, was recognised with three Silver Stevie Awards.

The three awards were for Contact Center Solution, Innovation in Customer Service and Best Use of Technology in Customer Service, with the help of the insights and improvements achieved through CallMiner speech analytics.

The Stevie Awards for Sales & Customer Service recognise businesses for their achievements in contact centre, customer service, business development and sales worldwide. In total, HomeServe won 17 Stevie Awards this year.

HomeServe, whose customer contact center is located in Chattanooga, TN, has been serving customers throughout the U.S. since 2003 with the mission to free their customers from the worry and inconvenience of home emergency repairs.

To provide the best possible customer service experience to its three million customers, their number one value and core of the company’s Customer Promise, is to keep the customer at the heart of everything they do.

“We are honoured and humbled to be recognised again by the Stevie Awards for our commitment to quality and delivering a quality experience in sales and customer service,” says Tom Rusin, CEO of HomeServe USA.

It has been and continues to be our top focus to ensure that customer service is at the heart of everything we do and that we truly listen to each customer’s need or concern.”

In a continuing effort to exceed the expectations, HomeServe implemented CallMiner Eureka speech and customer engagement analytics solution.

The system has helped HomeServe revolutionize their QA process by measuring silence, tone and volume, and categorizing insights based on language patterns including key words and phrases.

As a result, HomeServe has identified the following achievements:

• Created a quality of service scorecard based on call length, silence, QA standards, and sentiment in accordance with customer needs.
• Reduced unnecessary silence up to 50% on the calls with the longest periods of silence.
• Reduced coaching time preparation by quickly pinpointing those agents that require additional training.
• Instantly alerting supervisors of potential compliance issues so that they can be immediately addressed.
• Increased the number of calls analyzed from 12,000 reviews with manual QA to 655,000 reviews with automated CallMiner Eureka QA per year.

“One of the main areas of improvement that we’ve seen from the insights derived from CallMiner Eureka is in agent quality,” Rusin says.

“With the automated QA and scoring, we are able to quickly identify specific areas of improvement for each agent so that supervisors can spend more time coaching agents based on accurate, unbiased data.”

“It’s clear that customer service excellence is of utmost importance to HomeServe, as evidenced by the multiple Stevie Awards they won this year,” added Terry Leahy, CallMiner CEO.

“We are proud of the well-deserved recognition HomeServe has received. They truly embrace technologies that enable continuous improvement and we are gratified by the role that CallMiner Eureka has played in helping them deliver on their core mission,” Leahy concludes.

Find out more by visiting www.callminer.com