Community Awards

Innovation Awards

2017 Finalists

Click below to read case studies for previous winners and finalists

  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Sky Betting & Gaming Awards Case Study 2017: Betting: a game changing culture releases potential

    Site Visit: 6th September in Leeds.

    Hear about this case study at Customer Strategy & Planning 2017, Tuesday 25th April at 10:30 in Harrogate.

    People build success in this internet business, where 70% of contacts are webchat. Within months of Sky selling its majority stake, business leaders took the radical decision to re-engineer the contact centre, to support growth. The culture is based on core values – customer obsession, amazing colleagues and game changing thinking. The centre is now segmented into two specialist areas (betting & gaming) and an account resolution team (ART), going against market norms. A strategy of trial and refinement were key to success. The cross-centre project team weren’t afraid to make mistakes. When they found the right approach, they re-designed resourcing processes and training to fit. Together, these steps have cut attrition to 4.2% and slashed average handling time (AHT) by up to 11%. At 85%, customer satisfaction (CSAT) is at a record high.
     
    Who should attend? This case study is of value to planning, operations and customer experience teams. Dealing with the volatility of demand and complexity of contacts, Sky Betting & Gaming have focused their advisors on becoming specialists to improve customer experience.

    Key Results

    • CSAT now at a record 85%, up 5% points
    • New FCR culture delivers 76% on average
    • AHT down 9% (chat) and 11% (call), year-on-year 
    • Frontline attrition now 4.2%, was 6.7%
    • 70% of contacts are webchat, 10% email
    • Colleague productivity up 2.5%
    • Speed of answer up 33%

    Book your site visit places

    Site visits are not open to direct competitors and the hosts can refuse access to the site visit should they consider you as a competitor. If you have any concerns about this please do contact the main office on 03331235960 or email events@theforum.social and we can check with the host in advance of the event. Places are also limited to 2 delegates per organisation per visit.

    Delegate 1

    Delegate 2

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    Take a look at these articles, videos and links
    2017 Innovation Awards Finalists, Site Visits and Case Studies


     

    2016 Innovation Award Winners

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