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Published on 27 April 2017

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

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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.

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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Author: Leanne McNamee

Categories: Library, Operational Improvement, Awards Case Studies

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