The Student Loans Company (SLC) is working with Sabio to build one of the world’s most advanced multi-channel customer contact solutions, effectively transforming the way the company engages with its distinctive student customer base, and releasing significant efficiency savings through improved First Contact Resolution, increased automation, the deployment of a streamlined Agent Desktop, and truly integrated multi channel contact centre solution.
BUSINESS CHALLENGE
SLC set itself the goal of designing, implementing and operating a best practice customer contact operation that would serve as a benchmark for other public sector operations, handling customer interactions consistently across any media, and giving customers the opportunity to use self service channels to avoid delays during peak periods such as during A-level results.
SABIO SOLUTION
SLC chose to work with Sabio to develop and implement the UK’s most advanced multi channel contact centre solution to support SLC’s major ‘Customer First’ initiative. Developed to enable the continued expansion of multi-channel customer interaction with SLC, including voice, webchat, secure email, as well as traditional channels, Sabio’s innovative solution incorporates technologies from Avaya, Corizon, Nuance and VoiceObjects.
RESULTS DELIVERED
Sabio’s solution will deliver a number of key operational and service benefits for SLC and its customers, including:
- Improved First Contact Resolution through automated steering of contacts to the most appropriate, available agent
- Better visibility of contacts across multiple channels making it easier to measure overall business performance
- Saving 20 seconds per call for SLC’s four million interactions
- More interesting work for agents who support multiple contact channels
- Reduced data access times of between 5-15 seconds per customer by supporting simultaneous webchat interactions
