Podcast ¦ Get out of wrap: 184 – Andy Roberts – CEO at Sabio

Summary

In this podcast episode, Martin welcomes Andy Roberts, the CEO of Sabio Group, to discuss Saby’s journey and their work in the contact center market. Andy shares insights into Saby’s evolution from a 30-member team to an internationally recognized organization. He highlights Saby’s focus on addressing problems faced by customers and agents, utilizing technology to improve efficiency and customer experience. Andy also emphasizes the importance of a people-oriented approach, fostering long-term relationships with customers and supporting their well-being.

Key Points

• Saby has been a systems integrator and managed services expert services provider for over two decades, specializing in the contact center market.
• The company focuses on solving problems in the contact center industry, improving the lives of agents and customers through technology.
• Saby’s approach involves removing repetitive tasks from agents’ workload, using automation and AI to streamline operations and enhance productivity.
• The organization has a wealth of experience and expertise, with 90% of their team members being experts in their respective fields.
• Building long-term relationships with customers is a key aspect of Saby’s business model, as they provide a wide range of solutions tailored to specific needs.
• Saby’s knowledge-sharing across different geographies allows them to offer valuable insights and solutions that cross cultural boundaries.
• The company has developed innovative solutions, such as a management reporting engine, to address common challenges faced by contact centers.

Key Statistics

• Saby has been operating since 1998 and initially had 30 employees.
• Currently, they have 90% of their team members as experts with over 10 years of experience.
• Saby serves the UK, France, Netherlands, and Spain, offering solutions tailored to their specific market needs.

Key Takeaways

• Saby’s focus on solving problems in the contact center market sets them apart from other organizations.
• The company values the well-being of agents and seeks to enhance their working experience through technology.
• Long-term relationships with customers are built by providing tailored solutions and continuous support.
• Collaboration and knowledge-sharing across different geographies enable Saby to offer innovative solutions and insights.
• The organization’s expertise and experience allow them to identify and address common challenges faced by contact centers.
• Automation and AI technologies can remove repetitive tasks, freeing up agents’ time for more valuable interactions.
• Saby’s innovations, such as their management reporting engine, fill gaps in existing technologies and provide additional value.
• The company’s journey from a 30-member team to an internationally recognized organization demonstrates their success and evolution.
• Saby emphasizes the importance of a people-oriented approach and supporting agents’ well-being.