Betting on Innovation: How a Global Sports Betting & iGaming Leader Transformed Workforce Management in the UK and Ireland
Challenge
The Sports Betting and iGaming organisation’s UKI operation faced unprecedented workforce management complexities across multiple brands. With 1,100 agents handling dramatic 400-500% demand spikes during sporting events, fragmented systems and strict regulations created significant operational challenges. The need to transform resource planning while improving employee experience became critical.
Sabio Expert Services (The Solution)
Sabio revolutionised the traditional vendor-client relationship by creating an integrated team that fostered continuous knowledge exchange. Rather than providing standard training, they embedded consultants within the organisation’s UKI’s teams, enabling organic knowledge transfer. This collaborative approach culminated in the successful migration of 400 agents in just two days.
Results
Attrition rate dropped from 5%
customer interactions streamlined and CX improvements
The transformation delivered remarkable outcomes: monthly attrition dropped from 5% to 4%, forecast accuracy improved from a 10% variance to within 5% variance, and the sports betting firm’s uncapped leave policy in the UK and Ireland succeeded. The organisation moved from command-and-control to a collaborative, data-driven approach, creating a more engaged workforce managing 3 million annual customer interactions across four international sites.