ARE YOU READY?

A FRAMEWORK FOR BETTER CX

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The Sabio Value Framework underpins your objectives, drives initiatives and measures outcomes. As H Stanley Judd said "a good plan is like a road map: it shows the final destination and usually the best way to get there."


DON'T BE THAT COMPANY

You know, the one who invests in a transformational programme and then has to re-invest again because the original plan didn't work out. CX is complicated but we have the answer: The Sabio CX Maturity Assessment.

Working with your team, we will identify your Contact Centres comparative maturity across 17 key CX capabilities.
You will become your Chief Financial Officers favourite person as typically we can help you identify over £20m of operational savings over the next 5 years*. 
*Based on a 500 seat contact centre operating 85%+ of demand using the voice channel

With Sabio's CX Maturity Assessment, you will:
  1. Pave the way for CX improvement across your organisation
  2. Increase the value of your existing or future contact centre platform
  3. Support and nurture your people to improve wellbeing and performance
  4. Deliver value based outcomes aligned to your strategy
  5. Make CRM & AI work harder for your customer journeys
  6. Shine a light on where you need to focus to evolve into an organisation capable of delivering the level of CX you aspire to be known for

CX - IT'S A LOT TO THINK ABOUT

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CX Improvements

FIRM UP YOUR CX STRATEGY WITH SABIO

Sabio and Gartner (detailed in the Gartner 2024 Buyers Report) have identified a trend recently: organisations are missing their transformative aspirations by some margin. With a lack of an iron clad business plan and strategy, transformation merely becomes "transition". This impacts your bottom line, top line and has negative effects on both customer and employee experiences. There is a better way, use Sabio's extensive technical and operational expertise to support you in building a bulletproof strategy.



DOWNLOAD THIS "GUIDE ON A PAGE" TO LEARN MORE ABOUT OUR ENGAGEMENT
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DO YOU NEED A CX MATURITY ASSESSMENT?

8 Questions to ask yourself...
8 Questions to ask yourself...

  1. Are my operational costs under control?
  2. Is my Average Handle Time (AHT) improving?
  3. Are my advisors happy, engaged and their wellbeing is on track?
  4. Am I handling simple / repetitive demand with human advisors?
  5. Have I seen a shift in demand to lower cost to serve channels?
  6. How is my contact centre impacting bottom line profits / shareholder value?
  7. Is my net promotor score going in the right direction?
  8. Do I have a robust strategy for the next 5 years with board room approval?
If you have answered no to 2 or more questions, Sabio can help!

TYPICAL OUTCOMES CX MATURITY & SABIO BUSINESS CONSULTING

(THE MATURITY ASSESSMENT IS THE FIRST STEP)

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20%
reduction in average call handling time.
For a 500 seat contact centre, this would equate to £2.5m
per annum operational savings.

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23%
of demand shifted from high cost to serve channels
like voice to automated/self-serve channels. Handle simple, repetitive customer demand quickly and efficiently.

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55%
less repeat calls is a good target to aim for. Repeat callers
add limited value to your business. This also links very
closely to improving First Call Resolution also.

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90%
routing accuracy - using AI to ask customers in their own
words what they would like to do, so you can route calls to
the right agent. Reduces repeat callers and transfers. 

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<3%
abandon rate is a good target to aim for. Keeping customers
engaged by understanding their intent, journey and history is key. NPS / CES / CSAT scores can jump by 25%.

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-£3m
p.a. is a VERY conservative operational
cost reduction to aim for. A typical 500 seat platform
should pay for itself at least 3 or 4 times over.

 

INFORM, TRANSFORM PEFORM

Customer Experience is a continuous cycle. Customer demand evolves, markets shift and economics play a big part. Our proven methodology: Inform, Transform, Perform, ensures agility in the way you go to market and operate. 


⚡ BE YOUR COMPANY "CHANGE MAKER"⚡

The opportunity is in your hands! Sabio is offering a small number of complimentary workshops (on a first come, first serve basis) led by our CX experts. They will assist you in developing a strategic plan to kickstart your customer experience improvement program.
To secure your workshop, fill in the details below

BOOK YOUR FREE WORKSHOP WITH SABIO EXPERTS TODAY.

 

BOOK A WORKSHOP

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SABIO APPROACH

Leveraging agile approaches to deliver outcomes at speed

INFORM ➔

Confirm your strategy with a clear roadmap to execute it.
Understand your current performance, how to maximise your current technology investments and urgently correct the inbound call experience. Sabio has a proven methodology that can shape and develop a roadmap for your practical AI strategy for CX in weeks. Maturity Assessments for Workforce Management and QA will help manage demand. Understanding customer intents in their own words to build AI use cases.

TRANSFORM ➔

Map out the plan and execute.
Join up data sources to help build high value customer journey use cases. Sabio will help join up the dots and use analytics to drive successful transformational outcomes. An example of this is using AI to deliver an agile solution to a particularly challenging and costly use case. Existing data sources that you may already have will become your gold.

PERFORM ➔

Success management for optimal tuning
Success requires an agile approach to re-iteration of capabilities and outcomes. We use AI to execute against high value use cases and then leverage Sabio analytics to ensure the outcomes are what we expected (or better). Tuning of AI, technology and services will ensure you achieve maximum value from our relationship.