ESP Group: From Traditional to Transformational

Proving ROI through measurable CX improvements, efficiency gains, and business growth.

Sabio partnered with ESP Group to modernise their 450-seat contact centre, delivering rapid, measurable results that go beyond efficiency—driving customer satisfaction and enabling business expansion.

Key Outcomes

• 20% reduction in call wait times
• 5% improvement in call abandonment rates
• 50% increase in voice customer satisfaction responses via IVR
• Seamless scaling to manage 100+ additional contact centre seats after new contract wins
• IVR changes implemented in minutes instead of days
• Continuous round-the-clock support during rollout

Why It Worked

Sabio’s holistic approach combined:

• Trusted delivery, training, and ongoing innovation guidance off allowance in a busy contact centre, thus improving wellbeing and sentiment of agents.
• AI-powered Genesys Cloud CX platform for true omnichannel service
• Advanced workforce optimisation for smarter scheduling
• Deep collaboration with ESP teams across all departments