About this document
Project Sapphire: Transforming SBSA by syeete is a document available to read on EtoBox.
Standard Bank of South Africa implemented Project Sapphire to restructure its customer service operations. It consolidated its 23 contact centers into one virtual operation and standardized its multiple customer-facing applications. This reduced costs while improving customer service metrics like call handling times and resolution on first contact. The project delivered $25 million in savings over two years and improved employee retention, saving an additional $1.6 million.
- Author
- syeete
- Language
- EN