Cover LebaraHow Sabio has worked with Lebara, one of Europe's leading telecoms operators for migrant communities, to support the company's best practice customer service operations with a powerful Avaya-based contact centre technology infrastructure. 

The Sabio solution has scaled to support Lebara's dramatic growth over the last three years - delivering best-in-class customer contact performance, enabling the company to collect real time customer feedback and secure an impressive Net Promoter score (NPS) across its operations.

Operational Challenge

Lebara believes that its business success and strong customer service are closely connected: the company is proud of its exceptional understanding of Lebara customer needs, and has a long-standing determination to deliver best-in-class customer service. However, by 2008, sustained growth had necessitated a complete refresh of Lebara’s customer contact technology infrastructure. Lebara needed a solution that could combine best practice contact centre technology performance with its commitment to stay close to customers.

Sabio Solution

Following a competitive procurement process, Lebara selected Sabio as its strategic contact centre technology partner. Sabio recommended an integrated solution for Lebara based on Avaya’s powerful contact centre technology platform. The Sabio solution delivers a resilient telephony service, backed by a wide range of functionality including comprehensive reporting, skills routing workforce management, voice recording, performance management, Thin-Client CTI services, a blended outbound dialler solution, in-depth reporting, as well as Sabio’s own Sabio Survey customer feedback solution.

Results Delivered

Resilient telephony infrastructure ensures 90 percent of calls answered within 30 seconds

  • Solution supports Lebara’s dramatic growth in customer conversations - from just 3,000 per month in 2007 to a rate of 4 million calls per year in 2011
  • Sabio Thin Client CTI optimises agent performance, taking 10-20 seconds off each of Lebara’s millions of annual calls
  • WFM solution delivers efficient resourcing and scheduling - around 85 percent of agent time spent productively
  • Sabio Survey solution enables real time customer feedback of critical Net Promoter score data

 

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