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.
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.
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.