Cable&Wireless renews call centre contract with BSKYB

Cable&Wireless has extended an existing contract with BSkyB to continue to carry all inbound customer calls across its network into BSkyB’s call centres in the UK.

The network is managed from Cable&Wireless’ UK-based hub, using an interactive traffic management system to proactively monitor the network, enabling BSkyB to maintain a consistently high standard of customer service to its some 8.9 million UK and Ireland customers.  The contract also involves providing a bespoke reporting service.

Derek Stalley, Head of Response Management, BSkyB, commented; “We needed a network that could easily handle huge numbers of calls – providing scale, quality and flexibility. We have built a strong working relationship with Cable&Wireless and we’re confident of its continued success.”

Jim Marsh, Chief Executive Officer, Cable&Wireless said: “To be chosen by BSkyB to handle all inbound customer call routing further cements our position as a leading provider of contact centre services.  We understood BSkyB’s needs, and the importance of ensuring excellent customer service at all times.”