Seamless transition to a virtualised contact centre model

The Student Loans Company selected Sabio’s consultancy-led approach to achieve a seamless transition from a two site contact centre model to a four-site IP-enabled virtual contact centre.

Business Challenge

To support a major growth phase, The Student Loans Company (SLC) needed to integrate two new contact centre sites in Colwyn Bay and Darlington with its two existing contact centres in Glasgow. The new sites would enhance SLC’s ability to deal with the increasing number of students with loans. The solution needed to be flexible, and scalable to enable future growth, and stable to ensure uninterrupted service for 2.8 million borrowers.

Sabio Solution

Sabio’s consultancy-led partnership approach provided SLC with the IP-enabled virtual contact centre infrastructure it needed to fulfil its requirements. This included a major upgrade to Avaya Communication Manager and deployment of Avaya’s new Enterprise Survival Server (ESS) disaster recovery technology to increase SLC’s capability to handle its growing annual call rate which now stands at over 3 million a year.

Results Delivered

The Student Loans Company has achieved a seamless transition to a fully virtualised four site contact centre, with an architecture that provides SLC with the peace of mind that they will experience no downtime. The IP virtual contact centre has increased its call capacity to handle the rise in the number of loans, whilst improving call routing. Central control has provided greater manageability of the contact centres and the flexibility for future development, such as multi-channel services.

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