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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%