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Best Practice Contact Centre for Lebara

Sabio SolutionsContact Centre TechnologyTelco
Best Practice Contact Centre for Lebara

Lebara is one of Europe’s leading telecoms operators for migrant communities. Sabio worked with Lebara to support 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. This helped the company to collect real time customer feedback and secure an impressive Net Promoter score (NPS) across its operations.

Operational Challenge

Lebara needed a solution that could combine best practice contact centre technology performance with its commitment to stay close to customers.

Sabio Solution

Sabio recommended an integrated solution for Lebara based on Avaya’s powerful contact centre technology platform. It delivers a resilient telephony service, backed by a wide range of functionality.

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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