Cover Southwark

Sabio has worked with Southwark Council to design and implement a powerful new Avaya-based multi-channel contact centre technology infrastructure to power the Council's new in-house customer service centre.

Since its successful launch, the new in-house operation has unlocked major operational savings for the Council, while also enabling significant customer service improvements.

Operational Challenge

In response to concerns that residents weren't getting the best possible service when they called the council's outsourced service provider, Southwark Council decided to bring its customer services operation back in-house. As part of its mission to improve customer service levels, the council commissioned a new contact centre in Peckham, recruited 40 additional customer services staff, and also invested in the latest contact centre technology to provide a flexible multi-channel platform for its evolving customer contact needs.

Sabio Solution

Southwark Council selected Sabio to design and implement a comprehensive new contact centre and telephony infrastructure for its new customer service centre based on the latest Avaya Aura™ Contact Centre technology. Sabio also deployed an Avaya Voice Portal solution to provide automated service for customers, as well as fully integrated Workforce Management and Quality Monitoring capabilities to optimise agent forecasting, scheduling and ongoing performance.

Results Delivered

  • Supported Southwark Council's shift to in-house service delivery whilst enabling a £3 million annual saving over the previous outsourced approach
  • Delivered increased performance levels: 16% improvement in calls answered, wait times down by 50%, on track to achieve First Point of Contact resolution target of 80%
  • Ongoing resource optimisation through effective workforce management set to unlock a further 15% overall budget saving for first year of operation


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