Case Study: Call Back Solution for Sage
Sage is one of the world’s leading suppliers of business software, with solutions that range from accounts and payroll through to CRM and e-business applications. The company prides itself on differentiating around service, with over 200,000 UK businesses subscribed to its SageCover services that provide complete support and advice for customers.
OPERATIONAL CHALLENGE
The Sage customer contact centre in Newcastle typically receives some 7,500 calls per day. However this doubles to 15,000 calls during peak times towards the end of each tax year, or at the end of each month. Sage wanted to investigate ways of providing its customers with more choice, and identify new ways to manage the inevitable queues that were building up during extremely busy periods. Sage was also keen to differentiate its SageCover service offerings.
SABIO SOLUTION
Sage selected a web-based call back solution from leading Avaya PlatinumPartner, Sabio, to provide customers with the choice of a call back when contact centre staff were unavailable. Sabio CallBack provides Sage with a flexible and costeffective answer to its Virtual Queue challenge, and is now a key component of the company’s world-class customer contact centre technology infrastructure.
RESULTS DELIVERED
Sage has achieved impressive results, including:
- Successfully delivering call backs to around 15 percent of customers offered the option
- Supporting 5x the volume of call backs anticipated during pilots
- Providing Sage customers with a strong incentive to upgrade their SageCover service
- Helping address Sage's requirement to deliver real service innovation and contributing to the
company’s world class Net Promoter Score - Workforce management capacity planning integration
