As the operator of the UK National Lottery, Camelot UK Lotteries Limited aims to transform people’s lives and make dreams come true. Camelot strives to deliver a high level of customer service, but, until recently, its customer service measures didn’t reflect the vibrant brand or the needs of the consumers of today. With Bright’s help, Camelot has made a number of improvements in this area.
Camelot had to provide evidence of industry performance to the National Lottery Commission (NLC) to facilitate a change in what was measured, so that it could undertake a significant transformation programme that would result in a more efficient and cost effective operation that also delivered a superior customer experience.
Camelot needed to benchmark their performance against its peers and the wider contact centre industry. Sabio Index was the only service available that would present the level of detail needed, combined with the consultation to interpret the results.
- The Bright Index outcomes gave Camelot the evidence it needed to persuade the NLC to change how it measured its performance
- Camelot initiated the operational change programme which has already reduced costs by 40% and enabled a 17% increase in call volumes year-on-year to be absorbed easily
- Additionally, customer satisfaction scores have improved by 10%
Case Study: HomeServe – Speech Analytics Business Improvements Story
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.
Case Study: Addison Lee – The Heart of Customer Feedback
Addison Lee has transformed from a London private hire to a global business. Providing service around the world is at the heart of their business objectives.
Case Study: How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS
Competing in a market transformed by the order-by-app revolution, Addison Lee Group has invested significantly in modernising and digitising its customer engagement model.
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