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Sabio Blogs

Here you'll find personal commentary and current opinions from thought leaders within the Contact Centre industry.

The blogs do not necessarily reflect the current position held by Sabio. Please get in touch for our latest best practice, benchmarking and recommendations.

Luke Duffy, a member of the @ArgosHelpers social media team, got the tone just right when he replied to a customer asking when Argos would be getting more Playstation 4 consoles in its Moss Side, Manchester store.

Reaching out to customers at Lebara

Written by Wednesday, 17 December 2014

We put our customers at the heart of everything we do. We are proud to have been awarded 'Best Large Contact Centre' two years in a row at the European Call Centre and Customer Service Awards, 2012 and 2013, and various others at the UK Customer Experience Awards in 2011, 2012 and 2013.

RS Components is the world's largest distributor of electronics and maintenance products. We have operations across Europe, Asia-Pac, the US and Middle East distributing over 500,000 products from over 2,500 suppliers under the trading brands of RS Components and Allied Electronics.

As the nation's consumer champion the team here at Which? has strong expectations to live up to when dealing with customers! Like most contact centres we provide our agents with a set of KPIs in order to measure performance and ensure that standards are met. But this year particularly we have received some great 'extra feedback' from customers regarding a number of advisers who, in the eyes of our customers, have gone 'above and beyond' the kind of customer service level our clients expect.

While some retailers thrived on Black Friday and Cyber Monday - Amazon UK, for example, recorded Black Friday orders for more than 5.5 million goods with around 64 items sold per second - other retailers only just survived after not quite being ready for their customers! Sainsbury's was all over the news as customers fought to secure 40" LED TVs at under £150, while Tesco's Black Friday Deals website unfortunately succumbed to high customer volumes, simply announcing that 'the service is unavailable'. Not a great customer experience!

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