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Giving customers a better view
Sky wanted a unified and centralised infrastructure to handle customer enquiry volumes while optimising call distribution to its agents
The BT hosted and fully managed IP contact centre solution serves 800 agents at eight locations across Germany
The Sky solution is one of Europe’s largest IP-based contact centres, offering unparalleled call routing flexibility and efficiency
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.
Sky opted for a BT hosted solution under a 17.5 million euro five-year contract. This innovative IP-based system does far more than simply modernise the existing call centre. Now, all internal and external Sky customer service locations are connected using BT hosted voice over IP technology to create a virtual, centrally managed, and scalable entity.
The BT solution, delivered in collaboration with Frings Informatic Systems, serves eight locations. Centralised servers, running a SAP IP Contact Centre solution are hosted in two separate BT data centres to offer resilience through redundancy. Ongoing management is fully outsourced to BT.
To meet Sky’s high standards for quality of service and professionalism, BT has also supplied a centralised call recording system based on technology from NICE. This solution, which is also hosted in the BT data centre, allows conversations to be recorded for quality assurance and business improvement.
The Sky solution is one of Europe’s largest IP-based contact centres, offering unparalleled call routing flexibility and efficiency. Now, rather than requiring manual intervention, call delivery is automated using a skills-based routing application to assign incoming calls to the next available suitably-qualified agent. This calls upon centrally stored agent skill-set data, as well as dynamic data such as agent forecast availability (at peak times) or idle time (during quieter periods).
As well as helping to improve customer service Sky now has an open and scalable IP contact centre platform that can easily adapt to changing business needs. As Sky grows it knows that its contact centre can grow along with it, supporting additional staff at new or existing locations.
- BT hosted contact centre platform with implementation and ongoing management
- BT Inbound Contact
- BT IP Connect
- BT Business Voice and International Call Routing
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- BT LAN/SAN Extension Services
- NICE Contact Recording