Contact Centre Case Study: ESP Group Achieves Transformative CX Improvements though its contact centre With Sabio Group
√ 3 major new contracts won and supported for ESP
√ 5% reduction in call abandonment
√ 20% decrease in call wait times
√ Interactive Voice Response (IVR) changes in ‘minutes instead of days’
ESP Group, the experienced and proven contact centre outsourcing partner, has successfully transformed its customer experience (CX) and positioned itself for significant growth in a strategic partnership with Sabio Group.
Through the implementation of Genesys Cloud CX, the project has delivered impressive results for ESP, including helping the outsourcer secure three major new contracts, enhancing workforce management, and improving key metrics such as call abandonment rate and wait times.
Daniel Seaborne, Managing Director for the UK and South Africa at Sabio Group, said:
“By leveraging our expertise and the power of Genesys Cloud CX, we have helped ESP Group achieve their goals of delivering exceptional customer service and driving business growth. This collaboration showcases the impact of digital transformation in the contact centre industry.”
The transition to Genesys Cloud CX has enabled ESP Group to make IVR changes in “minutes instead of days”, significantly improving responsiveness and efficiency for their clients, particularly those in the emergency services sector.
Ashley Meston, Chief Operating Officer at ESP Group, highlighted the success of the workforce management solution, she said,
“The Genesys Workforce Management solution caters to our blended team excellently. Sabio knew our requirements and challenges in relation to WFM and demonstrated how this solution could work for us.”
ESP Group has seen measurable improvements in key metrics, with call abandonment rates improving by up to 5% and average wait times decreasing by up to 20%. These improvements have been particularly noticeable for the company’s smaller clients, demonstrating the scalability and flexibility of the Genesys solution and Sabio’s expertise.
Marc Donald, Principal Business Development Manager at ESP Group, emphasised the trust their clients have placed in Sabio and the Genesys platform, he sadi,
“The fact that our clients trust our confidence in pushing their interactions and calls through the Genesys platform is massive – especially considering that it’s an emergency contact channel for them.
“That in itself shows how reliable and strong the Genesys Cloud capability and Sabio’s complementary guidance has been.”
The partnership between ESP Group and Sabio exemplifies the power of digital transformation in driving business success and delivering exceptional customer service.
With Sabio’s expertise and the implementation of Genesys Cloud CX, ESP Group has transformed its customer experience, enhanced operational efficiency, and positioned itself for continued growth in new markets.
ESP Group is a trusted provider of end-to-end services with over 30 years of experience. Offering omni-channel customer experience, back-office support, product fulfilment, and cutting-edge technology solutions, ESP Group continuously evolves to meet market demands, offering innovative solutions that drive customer satisfaction and loyalty.
ESP Group have offices in Arbroath, Scotland, and Hull.
For additional information on ESP Group visit their Website
Sabio Group is a global digital experience transformation services specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India.
The Group delivers solutions and services that seamlessly combine digital and human interactions to support brilliant customer & employee experiences (CX & EX).
Through its own technology, and that of world-class technology leaders such as Amazon, Avaya, Genesys, Google, Microsoft, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group specialises in contact centre, AI, CRM and data insight technologies and works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
For additional information on the Sabio Group view their Company Profile
