Sky Betting & Gaming Site Visit: Betting: a game changing culture releases potential

THE DATE: 6th September 2017


THE DESCRIPTION: 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 should attend? This site visit 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.



Published On: 14th Jun 2017
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