The worlds most advanced multi-channel contact solution

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 support.

Business Challenge

In 2008, for the first time, the Student Loans Company responded to one million student finance applications. The challenge the company faced was how to support this volume of business while still delivering a consistently high standard of service to a customer base that are possibly the country’s most demanding and sophisticated technology users.  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

After an extensive consultancy engagement SLC chose to work with Sabio to develop and implement the UK’s most advanced multi-channel customer contact 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 solution incorporates technologies from Avaya, Corizon, Nuance and VoiceObjects, and features a number of key innovations including an advanced voice self-service capability, integrated customer interaction management functionality, and a usability-driven unified agent desktop for 750 positions across four different SLC sites.

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 thanks to the automated steering of contacts to the most appropriate, available agent, as well as increased automation through advanced speech-enabled self-service
• Better visibility of contacts across multiple channels - with integrated support for new channels such as webchat – makes it easier to measure overall business performance
• Savings on agent talk times for SLC’s four million interactions – down by an average of 20 seconds per call
• Support for wider range of customer channels makes agents’ work more interesting
• Reduced data access times of between 5-15 seconds per customer by supporting simultaneous webchat interactions

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