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Client:

Europe’s leading entertainment company, with 21 million customers across five European countries. Sky’s services in the UK include TV, telephony and broadband, and are used by 12 million customers. Its success has been driven by offering high-quality programmes and technology to provide the best TV experience, backed by industry leading customer service. Sky’s high Net Promoter Score (NPS) scores reflect powerful one-to-one customer relationships – and, according to Ofcom, Sky outperforms its competitors for customer satisfaction across its service portfolio.


Challenge:

To partner with Sky in pursuit of customer service excellence, sales growth, and continuous improvement.


Solution:

A combined multi-channel service, sales and retention operation with over 2,000 people across four sites. As a Sky “True Partner” Webhelp’s sales and service leaders are integrated within the company’s customer services team to support day-to-day performance improvement and the evolution of Sky’s customer operations.

 

“True partnership is about integration. Webhelp is an extension of the Sky team – aligned to our objectives and as ambitious for success as we are.”

Danielle Macleod, Director of Service Operations, Sky

 

“Webhelp delivers sales and customer experience excellence in combination – and provides insight about Sky’s customers and competitors that helps sharpen our performance.”

Jay Duffy, Director of Sales Operations, Sky

The operation:

As one of two True Partner customer management providers, Webhelp supports Sky’s customer service and sales activity across a combination of voice and digital channels. Its operation spans four sites in the UK and India, with a flexible team of over 2,000 dedicated people.


Results:

Webhelp has supported Sky’s delivery of significant gains in all areas of sales and service including:

  • Improved sales performance
  • First time resolution and customer satisfaction

Success for Sky:

  • High NPS scores
  • Top ranking customer satisfaction scores measured by Ofcom
  • Consistent year-on-year customer growth

BUSINESS PROCESS AND CUSTOMER EXPERIENCE OUTSOURCING

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