Leeds City Council is the UK’s second largest council. They are using contact centre technology and solutions from Sabio to help optimise the performance of its contact centre operations. The Council and Sabio worked in partnership to optimise contact centre support costs and effect ongoing skills transfer.
The Council was determined that its contact centre would not only add value to services but also set the standard for citizen contact within the public sector.
Sabio initially worked with Leeds City Council to design and deliver a multimedia IP contact centre based on a core Avaya Communication Manager platform.
Working with Sabio, Leeds City Council has already secured a number of major operational benefits, including:
- Achieving agent productivity gains to enable the contact centre to support more Council services from its limited budgets
- Deploying a structured quality approach and achieving a 20% plus increase in customer satisfaction levels
- Working in partnership to optimise contact centre support costs and effect ongoing skills transfer between Sabio and Leeds City Council
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