Consultancy that gives you the right answers

“We found that working with a specialist contact centre consultancy such as Sabio meant we could quickly configure our call centre and CRM technology to deliver key enhancements, such as quicker call processing and improved customer service, despite the complexity of our business rules." IT Director, Travelex

We’ve all heard stories of organisations that have engaged with the most expensive management consultants and almost all Customer Service Directors across the country have been through the whole death-by-PowerPoint experience, and then waited in anticipation for the strategic direction or solutions that might actually deliver the benefits they identified. Many are still waiting.

Does it really still have to be like this? The fear of high price engagements still act as a barrier for many Customer Service Directors. They know they need to add more value to their customer contact strategy or that the contact centre is not maximising its performance, but are uncertain how to progress because they’re not sure where to go for – or if they can afford - the best advice.

How Sabio can help you

Sabio’s approach to consultancy is unique. Our vertical market consultants come from the market they specialise in – they have been in your shoes. As a result, they understand your challenges and have the experience to assess your situation and give you the right answers. The answers to give you the edge over your competition.

Our consultants have developed solutions that focus on delivering performance improvements for contact centres from a technical, operational and strategic standpoint. However, we realise that this ‘out of the box’ approach does not ‘fit all’.

We are incredibly flexible and adapt our consultancy to your needs – we don’t provide you with a stock answer! We integrate elements of best practice that are applicable and suitable to you, your contact centre and your organisation as a whole, and provide a balanced and comprehensive service covering people, process, technology and, more importantly, your customers.

Above all, we listen. We listen to you, and what you need, to maximise the performance of your contact centre.

A clear understanding for Pitney Bowes

Pitney Bowes is the world’s leading provider of integrated mail and document management systems, services and solutions. The $5 billion company boasts 80-plus years of technological leadership, and serves more than two million businesses through direct and dealer operations.
Following an amalgamation of disparate departments into one contact centre in one location, Pitney Bowes needed to clearly identify and resolve the systems, process and human resource issues that this merger produced.

Sabio’s Contact Centre Audit developed a 12 point plan giving practical short term actions as well as strategic direction for longer term development. With the help of Sabio’s consultants, Pitney Bowes has been able to rapidly deploy a number of solutions to key operational issues that the centre was experiencing. These solutions enabled the management team to gain a clearer understanding of current levels of performance via more accurate and relevant reporting and have positively impacted both the levels of service provided to Pitney Bowes customers and the overall productivity of the contact centre.

Scottish Widows align contact centre processes

Scottish Widows was established 190 years ago and is one of the most recognised brands in life, pensions and investment. With well-established multi-channel sales, the company is able to deliver value for money for all its customers.

As a result of substantial organisational change the company had a wide number of different product lines being serviced from two contact centres. It was evident from initial analysis that these centres needed to be virtualised and improved in order to perform more effectively. Following Sabio’s Contact Centre Audit, Sabio’s consultants presented both a series of focused tactical solutions to address specific issues and a more strategic vision of how to re-engineer the centre in the longer term. All of the solutions would see Scottish Widows align the contact centre processes with their customers rather than interacting with customers via ineffective methods that were determined by the processes themselves.

Ultimately Scottish Widows integrated Sabio’s recommendations into their technology roadmap with the knowledge that they had ‘best practice’ focused solutions that were both scalable and flexible enough to take account of their rapidly changing environment.

Focused strategy for Hotel Chocolat

Hotel Chocolat is a British-owned chocolate phenomenon and a rapidly growing retail company that is determined to bridge the gap between the plantation growers and chocolate lovers.

The company needed to develop their operational capability in line with their growing customer base. Specifically the contact centre was experiencing drops in service levels that needed addressing in order to maintain their highly regarded customer service.

Sabio’s consultants undertook a Contact Centre Audit focusing on customer service and meeting service targets. The result was a short and long term strategy focused on three areas: Contact Centre Strategy and Structure, Management Information Systems and Contact Centre Systems.

Sabio provided Hotel Chocolat with a clear understanding of the issues that they were facing and their root causes. Utilising clear and pragmatic recommendations Sabio helped Hotel Chocolat implement a prioritised action plan that enabled them to logically address each of their challenges. As a result of Sabio’s work Hotel Chocolat now has the contact centre at the heart of their customer service strategy and is optimising the effectiveness of their contact centre operation through the deployment of targeted and measurable productivity initiatives.