Sky is the leading provider of subscription TV in the UK and also offer Broadband and home telephone packages. They currently have 13 million TV subscribers in the UK.
Sky approached ResQ to support its inbound 2016 Black Friday Campaign, which required ResQ to re-route its dialler so it could handle all incoming calls instead of its existing outbound call campaign.
Because this was a first for both SKY and ResQ, the anticipated level of calls was difficult to predict, so ResQ trained all 60 FTE to handle the inbound campaign and had to ensure that they could be flexible dependant on call volumes and switch where necessary to outbound.
There were a number of elements to take into consideration, to ensure that this change would be a productive and positive one whilst maintaining performance and compliance.
ResQ ran a blended campaign that matched the projected call spikes forecasted by Sky and implemented overflows between the teams.
Once implemented, this new structure achieved the following:
• Successful transition from exclusive outbound campaign to blended inbound campaign in only one week.
• Clear targets and KPI’s for advisors and managers
• Targeted training and coaching
• Clarity and transparency for the client to understand performance measures
• Delivered 680 TV sales over the seven day period
Peter Campion – Senior Marketing Manager – Sky UK Ltd
“ResQ demonstrated the ability to switch staff from outbound to inbound and back when requested and necessary and they managed this on a seven day week basis. All staff were fully engaged and we were very impressed with the way that the floor management handled our campaign".