Outsourced contact centres can deliver great value for organisations. But it’s always a challenge to measure performance particularly if you’re using multiple third party providers.
Rapport provides greater control over your outsourced call centre contracts, thanks to its completely independent analysis and accurate insights.
Key Rapport highlights for auditing your outsourcer include:
- Tracking key outsourcer performance KPIs such as call bottlenecks
- 100% of customer contacts tracked – regardless of the outsourcer involved
- Zero outsourcer contact centre insights within days
- True independent reporting across all your outsourced call centres – single version of the truth
Brochure: Rapport – Improve your Advertising ROI
Rapport gives Marketing teams what they need most: accurate, up-to-date response reporting at their fingertips, with overall campaign performance.
Brochure: Rapport – Helping Reduce the Cost to Serve
Repeat calls represent the single biggest preventable overhead for operational call centres, but these can be difficult to identify and measure accurately.
Brochure: Capture 100% of your caller journeys with Rapport
Rapport is a powerful data-driven insights service and SaaS dashboard solution that captures 100% of all customer attempts to engage with your brand.
Brochure: RAaaS – Finding a way to assure your Call Recording performance
Recording Assurance as a Service from Sabio. Protect your investment and proactively manage your risk from a simple dashboard.
White Paper: Transitioning to AI-enabled customer journeys
How Big Data, Machine Learning and AI are combining to create the smart CX data platforms essential for customer journey success.
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.