National Radio Cabs (NRC) has selected Sabio, the contact centre services and solutions company, to overhaul its contact centre. Sabio will advise on business process adoptions, new systems and applications to facilitate NRC’s growth aspirations. A key area of focus will be to ensure that the company’s corporate clients receive efficient service.
NRC operates 650 cabs in Dublin but has responsibility for 800 cabs as its contact centre services three other taxi companies.
The contact centre receives almost 3,500 calls daily for its 32 agents, but NRC predicts this number will soon double. Sabio will help design new processes and select and implement appropriate systems and applications to help NCR maximise efficiency, agent workload and customer experience.
NCR MD Liam Brady commented: “The company had dramatically expanded and our telephone structure could not cope. Our agents were under pressure to keep the communications infrastructure going, and it felt as if we were working for the technology, not the other way around; we knew there had to be a way to make life easier.”
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