Health insurer VitalityHealth has a team of more than 550 customer service advisors and manages over 1M calls a year – many of which are highly sensitive, focused on health and life cover and claims, so it's critical that VitalityHealth's advisors handle these calls correctly.

With a reputation for award-winning customer service to protect, VitalityHealth began to explore the possibility of introducing speech analytics to support quality assurance.

It wanted a more reliable way to quality assure the high volume of calls, both in terms of compliance and the customer experience.