Case Study: Vale of Glamorgan Council achieves 80% First Contact Resolution with Sabio

Vale of Glamorgan Council - Customer Case Study

Vale of Glamorgan Council worked with Sabio to improve its customer contact operation as part of its OneVale transformation initiative. The Council needed to meet Welsh public sector efficiency goals, reduce avoidable contact, and move beyond basic call handling to support more complex services while improving First Contact Resolution. Sabio helped the Council build a best-practice contact centre using Avaya Communication Manager and Verint workforce optimisation tools.

Sabio implemented an IP-based contact centre with Avaya routing and reporting, plus Verint Impact 360 Workforce Management and Quality Monitoring. The solution improved forecasting, scheduling, call recording, and quality assurance, while enabling more services to be handled through the contact centre, including Adult Social Services. The Council reduced 300 phone numbers to one, cut complex interactions from 5-7 calls to 1-2, moved social services assessment turnaround from months to 24 hours, and was on track to reach its 80% First Contact Resolution target.

Vale of Glamorgan Council

Tony Curliss

Operational Manager