Our client is the UK's largest provider of digital entertainment and communications with over 10m customers. 

Business challenge

Rapid advancements in technology, increased competition and the reduction in household disposable income, during a double dip recession, have resulted in a tough economic landscape presenting our client with new challenges.  Handling over 80 million customer contacts a year and with an expanding portfolio of products and services combined with unpredictable customer demand, it became clear to our client that they needed the expertise of a flexible, experienced partner.

Faced with such complex requirements our client needed to source a strategic partner who could design and implement one effortless contact for their customers and help realise their aspiration to deliver the best service centre experience in the UK.  Their main focus was to make sure that every single one of their customer would be treated like an individual, not a number, with the goal of improving the customer experience first time, every time.

Webhelp TSC solution

The Webhelp TSC solution was to deploy a customer satisfaction strategy approach combining innovative data analytics, error reporting, customer satisfaction and KPI metrics, supported by a dedicated Insight Consultant, mapping the complete customer journey.  We also invested in highly developed client centric training for our people with rigorous coaching and development programmes.

Client Director Anton Manley commented; “We constantly strive to go that extra mile to achieve our client’s objectives and although this campaign was very specialised, I am delighted to say that we rose to the challenge and the outcome was heralded as the most successful launch of broadband and talk service work stream in our clients history.”

What we delivered

Customer Satisfaction increased from 72% to 82% across a six month period with client estate leading transfer results impacting customer resolution by 3%.  We achieved and sustained 2nd, 3rd and 4th place for all three Webhelp TSC client sites against the wider outsourced estate. 

Anton continued; “By engaging in a strategic partnership with Webhelp TSC, our client is enjoying the benefits of the successful launch of their broadband and talk service offering.  Webhelp TSC championed and delivered Sky’s key objective of one effortless contact.”