Saving over £3.5m per year

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 contact centre infrastructure that will continue to release annual operational cost savings of over £1 million a year.

Business Challenge

Over the last five years HomeServe has undergone a period of major growth, more than doubling its turnover to over half a billion pounds. As a membership-based business, it was essential that its 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.  Investing in the latest contact centre systems and applications was essential if the company was to drive change and improvement in how it served its customers. To ensure the company took full advantage of these opportunities, HomeServe chose to work with a strategic partner that could help them optimise the performance of their contact centre and customer service operations.  After an in-depth selection process, they chose to work with Sabio, the innovative contact centre services company.

Sabio Solution

Sabio worked with HomeServe to develop a template for a best practice customer contact 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. This includes a core

Avaya IP virtualised infrastructure based on Communication Manager, a sophisticated IVR solution using Avaya Interactive Response and Nuance speech recognition, an effective Workforce Optimisation strategy built around Verint’s Impact 360 suite, and a streamlined agent desktop solution designed using Corizon’s innovative user interface 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

Working with Sabio, HomeServe has secured a number of major benefits, including:

• Implementing a comprehensive WFM, quality monitoring and recording programme that has succeeded in securing a 2-3 percent efficiency improvement across HomeServe’s 1,250-strong agent population over the five years since its deployment – unlocking cumulative savings of up to £2 million
• An innovative unified agent desktop project that has helped to improve quality, reduce average handling times and secure a 48 percent improvement in agent sales conversion rates – releasing a benefit of £2.4 million per year
• Targeting a 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 through the deployment of 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
• A powerful IVR routing system that has improved customer service by shortening the customer ID and verification process and cutting the time taken to connect callers to the right agent from two and a half minutes to just 30 seconds.

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