3 is the fastest growing mobile network in the country, which now covers more than 97% of the UK’s population. Known as the ‘network for the Internet’, 3 specialises in making it easy to access apps, websites, and streaming content from the comfort of your smartphone.
Senior management wanted to establish if the Contact Centre was operating at optimum performance but a lack of insight led to decisions being taken based on opinion.
Sabio Index was employed to compare over 60 operational metrics, such as speed of answer and IVR journey time, with other organisations across the country. This allowed the management team to have an objective view of what good looks like.
The direct impact of using Sabio Index has:
- Allowed senior management to prioritise initiatives based on customer impact
- Driven down self-service journey times to being some of the best in the country
- Sustained improvements to NPS and First Contact Resolution rates as a result of operational changes
- Led to £millions in savings thanks to a reduction in incoming calls and call transfers
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.
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Case Study: Lifeplus uses customer satisfaction insights to maintain Bright Index top 25% position
Lifeplus wanted to invest in its people and infrastructure, demonstrating its commitment to their values and principles to keep people at the heart of everything they do.
Brochure: SuperChannel – Digital Content Sharing
Often a customer process cannot be resolved during the first call. Subsequent interactions are usually required, whether by phone, email, or through other channels
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At Sabio we make sure your customer experience is brilliant, then stays brilliant.
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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.
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With a fantastic range of industry speakers and demonstrations, Sabio's Transforming Customer Contact Conference enabled guests to learn about new and innovative best in class technologies