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Sky Deutschland: Giving customers a better view
Sky Deutschland: Giving customers a better view
Challenge
Sky wanted a unified and centralised infrastructure to handle customer enquiry volumes while optimising call distribution to its agents
Solution
The BT hosted and fully managed IP contact centre solution serves 800 agents at eight locations across Germany
Value
The Sky solution is one of Europe’s largest IP-based contact centres, offering unparalleled call routing flexibility and efficiency
Challenge
With 2.6 million customers, 1,420 employees, and turnover in 2010 of €978 million, Sky Deutschland is the leading pay TV company in Germany and Austria. It offers its customers leading sound and image quality, as well as a wide variety of often-exclusive programmes. These include live sports, premieres of top films, themed channels for all tastes, and digital radio.
Each year Sky – formerly known as Premiere – needs to handle around 17 million phone calls and three million written customer enquiries. At the busiest times, such as during major sporting events, inbound call volumes can quadruple. To handle this volume of enquiries Sky has up to 800 contact centre agents working around the clock throughout Germany.
Wanting a more flexible contact centre, Sky sought a move away from hard to extend and difficult to maintain proprietary systems. Instead, it wanted a unified and centralised infrastructure to handle customer enquiry volumes while optimising call distribution to its agents. The solution also needed to be able to scale to cater for a rapid rise in calls, as well as seasonal variations in calling patterns. Finally, capital expenditure for hardware or software had to be avoided.
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