Repeat calls represent the single biggest preventable overhead for operational call centres, but these can be difficult to identify and measure accurately. Similarly, they represent a significant cost saving opportunity as they can typically account for 20% of all incoming calls. Shaving just 3 points off repeat calls in a 400-agent call centre can lead to typical annual savings of £300,000.
Key Rapport highlights for Reducing the Cost to Serve include:
- Quantifying the scale of repeat calls with advanced repeat call behaviour tools
- Identifying the specific repeat calls that are causing most pain
- Simple deployment, with no IT integration means actionable insights are available within days
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.
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: Why Choose MaaS for your Contact Centre?
Sabio MaaS is combined with our own support expertise and knowledge to actively pinpoint the common failure scenarios and raise the alarm before a service outage is experienced.
Case study: Call Back Solution for Sage
Sage selected a web-based call back solution from Sabio, to provide customers with the choice of a call back when contact centre staff were unavailable.
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
Case study: Network Homes – Exceed CSAT targets, Improve Agent Utilisation & Increase Employee Engagement
Since 1974, Network Homes has been acquiring and building homes for affordable rent across London helping individuals and families from all walks of life.
Case study: TUI – Improving customer experience during a major business transition
TUI Group is a multinational travel and tourism company, encompassing well-known brands such as Thomson and First Choice.
Video: Highlights: Bright’s House Warming Party
Bright, a Sabio company welcomes their clients and close contacts to the Blue Fin Building in Southwark on Monday 9th July 2018.
Video: Presentations: The Art of CX
Sabio's Art of CX conference enabled guests to learn more about the critical User Experience and design aspects of customer engagement.
Brochure: Rapport – Audit the Outsourcers
Rapport provides greater control over your outsourced call centre contracts, thanks to its independent analysis and accurate insights into how well all of your customers are being handled.
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.