Which? to detail how it is deploying effective Workforce Optimisation from Sabio to drive cost savings and secure ongoing projected revenue growth
Call Centre and Customer Management Expo presentation to showcase how Which? has worked with Sabio to create a platform for consistent performance measurement
Seminar: 14.00pm, 22nd September 2010, Call Centre and Customer Management Expo, NEC Birmingham
LONDON – 12 August 2010 – Which? – the UK’s leading independent consumer champion - has teamed up with Sabio, the specialist contact centre and unified communications systems integrator, to detail how it is deploying an effective Workforce Optimisation (WFO) strategy to drive cost savings and secure ongoing projected revenue growth.
During a joint presentation at the Call Centre and Customer Management Expo being held at the NEC Birmingham on 22nd September, Paul Simpson, Contact Centre Manager at Which?, and Michael Andrews, Sabio’s Head of Workforce Optimisation, will detail how a proactive planning process has helped Which? to reduce its operational costs, improve its relationships with key outsourcing partners, and help provide a better overall experience for Which? customers.
Which? first selected Sabio in 2009 to deliver a best practice contact centre infrastructure for its 100-agent UK service centre in Hertford and provide telephony support for the company’s head office in London. Sabio integrated a complete Workforce Optimisation strategy with an integrated recording capability based on Verint’s Impact 360 WFO solution on an Avaya Communications Manager environment.
According to Paul Simpson at Which?: “we’ve been really impressed with how Sabio has helped us to use Workforce Optimisation techniques to develop our customer service, not just operationally but also in terms of far more accurate performance measurement, allowing us to highlight existing inefficiencies and secure long-term revenue improvements. A key focus of our presentation this year at the Call Centre & Customer Management Expo conference will be how WFO can move beyond traditional WFM and recording to provide a platform for more sustained performance improvement.
“At Which? we’re already seeing operational savings, improved performance levels – for example, we’ve increased call answering levels from 75 to 90 percent – and we’ve now got clear visibility of how we can increase revenues looking forward. Workforce Optimisation has moved quickly to become a strategic business solution at Which?, and we look forward to sharing a platform with Sabio at this year’s conference, and detailing further benefits from our joint WFO project.”
According to Sabio’s Michael Andrews: “the conference at the Call Centre & Customer Management Expo is all about sharing best practice, so we’re delighted this year to be presenting alongside Which? and showing just how powerful Workforce Optimisation projects can be when they are designed, implemented and run effectively. From the outset, Which? was determined to implement a contact centre infrastructure that could help it to realise operational efficiencies within the business. With this latest WFO initiative they’ve now gone further, securing bottom-line savings, identifying areas for revenue improvement, while also delivering the control they need to run campaigns more flexibly and schedule resources in real time.”
To find out more about this year’s Call Centre & Customer Management Expo conference, please visit www.callcentre-expo.com
About Which?
Which? is the leading independent consumer champion in the