See the full Case Study

An ambitious goal to deliver the best service in the country has been a catalyst for using speech analytics to transform Sky’s whole customer retention (Save) operation. Collaborating with stakeholders business-wide, Sky’s iAnalytics team has generated insight where it matters most, serving as the foundation for innovations including a new Awesome Conversation coaching framework. This framework has improved save rates while increasing NPS. Underpinning these changes has been a powerful culture of engagement. The team ensures speech stays front of mind with a host of engaging communication channels. Significantly, the new best practice blended dashboard offers a compelling and comprehensive view of performance that is actionable at all levels within the business. 

Who should attend? This case study offers real insight for anybody looking to improve, compliance, customer experience, effectiveness or breaking down organisational siloes.  Take the opportunity to learn how Speech Analytics and targeted insight and effective coaching can be used to make a real difference.

Key Results

• Save rate rose 6 points in the trial team
• Fewest Ofcom complaints, sector-wide, for seventh consecutive quarter
• 66% reduction in silence and hold-time
• 83% improvement in ID&V for handovers
• Capacity created for c-1k more interactions, weekly