Public service contact centre goes down the Sabio route

Sabio has been selected by the Worcestershire Hub Shared Service to implement the unified Impact 360® Workforce Optimisation solution from its partner Verint® Witness Actionable Solutions®.

Under the contract Sabio will implement Impact 360 to provide Workforce Management, Call Recording and Quality Monitoring support for over 50 agents at the Worcestershire Hub Shared Service Contact Centre, based in Worcester.

As part of its Worcestershire Hub Shared Service initiative, Worcestershire County Council, Malvern Hills District Council and Worcester City Council have integrated their individual contact centres into a single larger customer contact centre operation that will use joined-up, innovative solutions and processes to deliver more efficient services.

The new Sabio solution will help the Worcestershire Hub Shared Service to increase the efficiency of its contact centre by scheduling and deploying the right numbers of staff with appropriate skills, capturing customer interactions in their entirety, and using recordings to help improve overall service quality. Sabio will implement the Impact 360 Workforce Optimisation solution on the core Cisco contact centre platform.

"The purpose of the Worcestershire Hub Shared Service is to transform our contact centre operations, secure efficiencies by joining up into a shared services operation and improve the level of service we provide to our customers across Worcestershire," commented Jane Bowen, Operations Manager for the Worcestershire Hub Shared Service. "A key focus for our contact centre is to get things right the first time, and we're expecting the combination of effective workforce management, quality monitoring and recording to deliver significant efficiency savings for our operation."

"In selecting a workforce optimisation technology partner, it was clear that Sabio was one of the few contact centre specialists that could offer a truly integrated approach to our WFO implementation. We were particularly impressed by their track record in delivering successful WFM and quality monitoring solutions to other UK councils," she continued.

"With its ability to help organisations achieve a higher utilisation of resources and increase agent productivity, workforce optimisation clearly has an important role to play in helping public sector organisations deliver best practice performance in key shared service areas such as customer contact," added Sabio Director, Adam Faulkner. "We're delighted that the Worcestershire Hub Shared Service chose Sabio to deliver and implement an integrated workforce optimisation approach, and we look forward to working alongside their team and helping them to deploy Verint's Impact 360 solutions to support their contact operations."

Sabio is one of the few UK organisations with detailed knowledge of all the key Workforce Optimisation components - from an integration, implementation and business perspective. As a Verint Premier Partner, Sabio is a specialist in Verint's Workforce Optimisation software and services suite, and is ideally positioned to help organisations take advantage of all the latest employee optimisation and customer management approaches across their operations.