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Sky Betting & Gaming Awards Case Study 2017: Betting: a game changing culture releases potential

See the full Case Study, Presentation Slides and Video.

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 will learn from this case? 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%

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