How Leeds City Council - the UK’s second largest council is using market leading contact centre technology and solutions from Sabio to help optimise the performance of its contact centre operations. Working in partnership to optimise contact centre support costs and effect ongoing skills transfer between Sabio and Leeds City Council.

BUSINESS CHALLENGE

Leeds City Council first launched its customer contact centre initiative in 2006 to help the Council find new ways of interacting more effectively with local citizens.

Operating a best practice customer contact centre was central to the success of the initiative, and the Council was determined that its contact centre would not only add value to services, but also set the standard for citizen contact within the public sector.

SABIO SOLUTION

Sabio initially worked with Leeds City Council to design and deliver a multimedia IP contact centre based on a core Avaya Communication Manager platform.

The Council has since expanded its contact centre technology stack, implementing Call Recording, Quality Monitoring and Customer Feedback from Verint’s Impact 360 Workforce Optimisation suite, as well as an Avaya IVR solution for the automation of routine interactions.
Sabio is also now working with the Council to implement Verint’s advanced speech analytics technology.

RESULTS DELIVERED

Working with Sabio, Leeds City Council has already secured a number of major operational benefits, including:

• Achieving agent productivity gains to enable the contact centre to support more Council services from its limited budgets
• Deploying a structured quality approach and achieving a 20% plus increase in customer satisfaction levels
• Working in partnership to optimise contact centre support costs and effect ongoing skills transfer between Sabio and Leeds City Council