HomeServe selected Sabio as a strategic contact centre technology partner supporting the development of its UK customer service operations. Over five years, Sabio helped HomeServe achieve cumulative savings of over £3.5 million per year through the deployment of effective call routing, a Workforce Optimisation programme, speech-enabled solutions and an advanced unified desktop solution that together combine to create a cost-effective customer service contact technology infrastructure that will continue to release annual operational cost savings of over £1 million a year.
BUSINESS CHALLENGE
It was essential that HomeServe’s customer service infrastructure was strong enough to handle the needs of over 3 million customers in the UK, yet still flexible enough to enable the company to meet evolving market and business requirements.
SABIO SOLUTION
Sabio developed a best practice customer service contact technology infrastructure that could support the company’s rapidly expanding membership, help HomeServe improve its service offering, and also unlock significant cost savings. The solution Sabio developed for HomeServe has integrated a range of best-of-breed contact centre technology including Avaya Communication Manager, Avaya Interactive Response and Nuance speech recognition, Verint Impact 360 Workforce Optimisation, a unified agent desktop solution designed using Corizon technology. Sabio also provides HomeServe with one-stop support to help the company control its support costs and ensure that its multiple contact centre technologies operate at optimum performance.
RESULTS DELIVERED
- Workforce Optimisation has delivered 2-3% efficiency improvement across 1,250 agents unlocking cumulative savings of up to £2 million
- A unified agent desktop has helped to improve quality, reduce average handling times and secure a 48% improvement in agent sales conversion rates – releasing a benefit of £2.4 million per year
- 45 second reduction on every sales call through the automation of FSA statements – equivalent to an annualised saving of almost £200,000
- Improved first contact resolution using a speech solution that has successfully addressed the issue of ten percent of sales calls being directed to the company’s claims department, releasing a £500,000 saving
