Sensis' traditions stretch back to the creation of the first telephone book in 1880. For the next 114 years, Australia's directories leader focused on the publication of the White Pages and Yellow Pages print directories.
But with the advent of the internet and the launch of the world's first online directories in 1974, things began to change - and change fast. In just under a decade, Sensis has grown from a telephone book company to become one of the world's most advanced information providers. Their information network has grown to include iconic brands such as Trading Post, CitySearch and Whereis and others.
The business issue:
Sensis operated 22 local call centres across Australia. Customer interactions were disparate with limited access channels and different processes used by each workgroup. Most activities were paper based and multiple telephony platforms and contact numbers were in use across the country.
Sensis needed to establish a national contact centre network to support its core business for Yellow Pages and White Pages, reduce operating costs and increase revenue from telephone based sales.
The Sagatori solution:
Team members from Sagatori developed the future strategy for Sensis’ call centres to create a national multi media contact centre network to handle customer sales and service consistent with industry best practices, corporate objectives and company’s three year strategic business transformation plan. This included:
The results:
Team delivered a 2 contact centres of 700 seats, reduced costs by 25% and increased revenue by 12%.
Technology
Human
Environment
Management
Staff involvement from:
- Simon Kriss
- Natalie Raso