Sabio has worked with Southwark Council to design and implement a powerful new Avaya-based multi-channel contact centre technology infrastructure to power the Council’s new in-house customer service centre.
Since its successful launch, the new in-house operation has unlocked major operational savings for the Council, while also enabling significant customer service improvements.
As part of its mission to improve customer service levels, the council commissioned a new contact centre in Peckham, recruited 40 additional customer services staff, and also invested in the latest contact centre technology.
Southwark Council selected Sabio to design and implement a comprehensive new contact centre and telephony infrastructure for its new customer service centre based on the latest Avaya Aura™ Contact Centre technology.
- Supported Southwark Council’s shift to in-house service delivery whilst enabling a £3 million annual saving over the previous outsourced approach
- Delivered increased performance levels: 16% improvement in calls answered, wait times down by 50%, on track to achieve First Point of Contact resolution target of 80%
- Ongoing resource optimisation through effective workforce management set to unlock a further 15% overall budget saving for first year of operation
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