Yorkshire Building Society selects Sabio for business-critical support services

Sabio will support Avaya technology at both YBS Bradford contact centres to ensure maximum business efficiency and return on investment

London – 11 March 2003 – Sabio, the innovative contact centre services company, has signed a major contract to provide business-critical systems support for Yorkshire Building Society (YBS), the third largest building society in the UK. Sabio will support the Avaya Definity V10 switches and communications infrastructure at both of YBS’s Bradford contact centres and will provide technology and strategy consultancy to maximise efficiency and ROI.

The YBS contact centres handle almost 30,000 customer interactions per week via telephone, email and Internet and are increasingly the central nervous system of the company's operations. YBS selected Sabio, an authorised Avaya Business Partner, to support the two sites because of its successful track record in supporting Avaya users including Channel 4, Powergen and Merchants. Sabio will use its proven expertise to constantly evaluate system performance and proactively suggest improvements to technology and business communications to increase performance and ROI.

“Our contact centres provide essential customer service and are increasingly the public face of the organisation for high-value transactions such as mortgage applications, as well as the everyday balance and statement enquiries," said Mike McCluskie, Network Services Manager, Yorkshire Building Society. "This means that the Avaya Definity switches are the lifeblood of our organisation, and any company that supports us needs to know the significance of what is being entrusted to it. Sabio fits the bill perfectly.

"It was clear from the outset that Sabio not only has an expert understanding of the technology we use, but also experience of how to direct this technology to achieve our business goals. Sabio gives us all the technical support we need to keep our service available 24/7, and can advise us on how to keep improving our service in the future," continued Mike McCluskie.

Yorkshire Building Society’s Bradford HQ response centre runs critical reliability CMS and Elite software for 300 agents on a Definity G3r V10 Centrestage platform. YBS also operates another 100 seat contact centre in Bradford which uses an Avaya Definity G3r V10. Under the terms of the support contract, Sabio will provide Yorkshire Building Society with technical support and advice for the two sites both through locally-based, named account managers and help desk telephone support from its Sheffield office.

About Yorkshire Building Society
Yorkshire Building Society is the third largest building society in the UK and has more than a million assets in excess of £12.5 billion. It is a mutual organisation run for the benefit of its members and not for outside shareholders. As one of Britain’s largest and most successful building societies, YBS has 131 branches backed up by a network of agencies spanning the UK.