Sabio Drives Contact Centre Gains for ESP Group

Sabio has partnered with ESP Group to modernise its contact centre operations.

This delivered measurable improvements in efficiency, customer experience, and business growth.

A recent case study highlights significant outcomes, including a 20% reduction in call wait times, a 5% drop in abandonment rates, and a 50% rise in IVR satisfaction responses for some clients.

These changes supported ESP Group through major contract wins, enabling them to handle higher call volumes while maintaining service quality.

Ashley Meston, Chief Executive Officer at ESP Group, said adaptability was a major factor in choosing Sabio:

“The solutions that we put in place now won’t necessarily be the solutions that we need in 18 months or 24 months, and I have the confidence that Sabio will keep me up to date with that.

For some of our clients, Sabio’s expertise is going to be fundamental in taking them through their digital transformation journey.”

The transformation went beyond technology, with improvements to workforce management and the ability to make IVR changes in minutes rather than days. Meston highlighted Sabio’s delivery as a key strength:

“The role Sabio played was crucial. The quality of the training was fantastic, whether that was for our technical team or our customer experience team.

Things were done when they said they were going to be done. We have challenging conversations sometimes, but there’s a lot of trust and respect. We’ve always found that what Sabio says they’re going to do, they do.”

That close collaboration was also felt across the wider team. Kira Wishart, Head of Operations at ESP Group, described how Sabio embedded themselves within the business:

“The team came into the contact centre and spent time with everyone across every department. They spent hours identifying challenges and opportunities. It was a really exciting conversation because you could just see their brains buzzing with ideas immediately.”

The partnership also introduced faster IVR updates, enhanced workforce management tools, and strengthened omnichannel capabilities through Genesys Cloud CX.

With ongoing support and strategic guidance, ESP Group is now positioned to sustain performance gains while preparing for future customer experience demands.

Read the full ESP Group case study here.

For more information about Sabio - visit the Sabio Website

About Sabio

Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India. Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.

Find out more about Sabio

Author: Hannah Swankie
Reviewed by: Jo Robinson