Sabio launches new contact centre Benchmarking consultancy service

Goes beyond traditional benchmarking to analyse the customer experience and provide clear and practical post-consultancy action plans

LONDON – 8 February, 2006 – Sabio, the innovative contact centre services and solutions company, has launched a new Benchmarking consultancy service to provide companies with the information they need to help differentiate their products and services, and public sector operations with essential data for accountability and transparency. Sabio’s Benchmarking consultancy approach will help organisations to clarify current levels of performance, identify opportunities for improvement, and provide organisations with the momentum necessary for implementing change.

Sabio’s new benchmarking service goes beyond traditional benchmarking methodologies and comparisons of performance indicators, costs and processes to analyse the customer experience from both a practical and emotional perspective. This provides organisations with essential insight and, ultimately, a more balanced, customer-centric view of operational performance. Sabio’s approach also focuses on identifying real value by translating the opportunities identified by benchmarking into clear and practical action plans, enabling change to be driven into operations. Sabio’s experienced consultants with extensive knowledge of contact centre environments will support organisations in managing that change - ultimately leading to improved performance and productivity.

“No organisation can afford to ignore any data source that might provide them with a competitive edge – that’s why at Sabio we see benchmarking as an on-going process that should be part of the culture for continuous improvement,” commented Mark Wright, Sabio’s Head of Consulting. “Benchmarking is an essential tool for helping companies to understand their own performance and maintain competitive advantage, however if contact centre managers want their centres to achieve best in class standards they need to learn how to interpret and act on this valuable information.

“At Sabio, we encourage organisations to use Benchmarking as a tool to create a climate for change and to bring about continuous development. By creating better understanding of an industry and providing a tool for identifying best practice, our contact centre Benchmarking consultancy encourages this approach,” he continued. “There is no better method of measuring and understanding the gap between the current performance of a contact centre and how it should be performing – providing a clear view of the gap is a strong motivator.”

Sabio is uniquely positioned to help organisations undertake contact centre benchmarking as its independent consultants deliver an effective discovery process, maximise the value of any output and ensure that benchmark findings are legitimate. The introduction of an external perspective also helps encourage an enterprise wide understanding of what world-class performance really is and promotes creativity and lateral thinking focused on achieving it.

Sabio’s long established expertise across all aspects of contact centres – including strategy, operations and technology – means that the company is highly experienced in designing and delivering this type of project, while its consultants are also able to undertake assignments more quickly and cost-effectively than using ‘busy’ internal resource. Additionally, Sabio has access to data on an extensive range of industry sectors and delivery environments

Benchmarking can combine with Sabio’s existing consultancy services, such as its Contact Centre Audit offering, to provide organisations with an invaluable insight into their businesses and provide a powerful motivation to undertake change.