As one of the UK’s leading housing associations, Notting Hill Genesis own or manage around 36,000 homes across London and the east of England. Its stock portfolio includes a range of properties, from temporary housing to rented homes, homes for sale, and supported housing.
A clear strategic goal for Notting Hill Genesis is to improve the level of resident satisfaction. However, when a new customer insight team was assembled, they quickly established that some basic metrics of operational performance were lacking.
After investigating the contact centre solutions market, the customer insight team decided to engage with Sabio Insight to provide an overarching view of the entire customer service operation.
Over the last seven months, as a direct impact of this holistic approach:
- Customer satisfaction with how specific services had been provided has increased by up to 10%
- Performance has improved in more than 80% of customer service measures
- The average time to answer a call has decreased from 100 to 80 seconds
- 10% increase in efficiency in calls per agent per day
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In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.
Case Study: LV= Workforce Management Strategic Planning Story
LV= has been on a journey to evolve their Workforce Management activities by creating a better experience for their customers and employees.
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Case Study: How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS
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Case Study: LV= Fully optimised Workforce Management solution unlocks 30% planning efficiencies
The LV= GI vision is to be Britain’s Best Loved, so providing award-winning service to its five million plus customers is critical to achieving the company goal.
Case Study: How Sabio Helped HomeServe to take Speech Analytics to the Next Level
Combining Speech Analytics with effective stakeholder engagement and business improvement has unlocked significant benefits for HomeServe.
White Paper: The guide to improving your contact centre Net Promoter Score
Research showed us that top performing companies with the highest NPS scores all understand the links between Operational, employee and customer insight.
Video: Highlights – Sabio’s Disrupt CX 2019
Sabio's Disrupt CX 2019 in April addressed the challenges organisations face in responding to customer experience requirements.
Case Study: Lifeplus uses customer satisfaction insights to maintain Bright Index top 25% position
Lifeplus wanted to invest in its people and infrastructure, demonstrating its commitment to their values and principles to keep people at the heart of everything they do.
Video: Hello, we’re Sabio
At Sabio we make sure your customer experience is brilliant, then stays brilliant.
Case Study: The White Company – Fully Automated CSAT Delivers 20% Increase in Response Rate
The White Company was looking to understand what customers really thought about their experience in the contact centre, and to know exactly where to focus on improving the service delivered