Sabio launches contact centre consultancy service to support implementation of best practice workforce optimisation solutions

Innovative consultancy approach helps organisations to unlock additional value by integrating core people, process and technology components

Key focus on understanding the interoperability and integration between WFO processes such as WFM, quality monitoring, e-learning, call recording and scorecards

LONDON – 25 April, 2006 – Sabio, the innovative contact centre services and solutions company, has launched a new consultancy service to help UK organisations implement best practice Workforce Optimisation (WFO) solutions within their contact centres. Working closely with contact centre management, experienced consultants from Sabio’s Workforce Optimisation Practice will deliver the WFO people, process and technology consultancy expertise needed to enable organisations to maximise the performance of their contact centres.

Thanks to its strong vendor-independent positioning, Sabio has built up a track record in building best practice WFO solutions for organisations across a broad range of UK market sectors including Sky, Sage, Glasgow City Council, Kleeneze, English Churches Housing Group, National Express, NHS Direct Wales, Pitney Bowes and both Leeds and Newport City Councils. The company’s deep expertise in key WFO processes and solutions such as workforce management, quality monitoring, call recording, talent and skills management, analytics and performance management, incentive management and balanced scorecard expertise means that Sabio has all the consultancy, project management and systems integration experience needed to deliver successful Workforce Optimisation solutions.

“Our new Workforce Optimisation consultancy and services offering will give organisations access to all the best practice skills and expertise they need to help improve their WFO policies and procedures,” commented Sabio’s Founding Director, Adam Faulkner. “Our deep understanding of workforce optimisation ensures that our consultants are ideally positioned to deliver tailored, best practice solutions to our clients. When backed by specialist Sabio Consultancy offerings such as WFO Discovery Audits, full operational business consultancy and training, we can really help our customers to unlock measurable WFO benefits such as improved customer service levels, optimised resource utilisation and better agent support.

“At Sabio we’ve invested in the skills and expertise needed to help organisations add real consultancy value to their advanced WFO technology and process solutions. This helps us to work with customers and ensure a strong return on investment through a more effective contact centre operation. ” he continued.

For Sabio, Workforce Optimisation (WFO) is about getting the best performance out of the people in a contact centre, and then putting in place the processes and systems to support continuous improvement. Complete Workforce Optimisation includes a range of tools:

• Workforce management – the art of having the right number of skilled people, and supporting resources, in the right place at the right time to meet the desired service levels for an accurately forecasted workload
• Call Recording and Quality monitoring – monitoring agent performance, providing coaching to develop agents and improve the quality of customer interactions
• Talent and skills management – monitoring agent capabilities and using tools such as e-learning to improve their skills and ultimately their performance
• Analytics/performance management – measuring the performance of the contact centre and the managing agents to improve that performance
• Incentive management – setting targets for employees, providing motivation to meet those targets and rewarding them on how they perform
• Balanced scorecard – identifying key performance indicators based on customer, people, process and finance and using integrated data from disparate sources to measure performance against business objectives to achieve organisational success