As one of the most comprehensive multi-channel digital television service in the UK and Ireland, Sky engaged User Vision to help evaluate, research and design some critical aspects of the contact centre platform’s functionality.
Sky operates the most comprehensive multi-channel, multi-platform digital television service in the UK and Ireland, in addition to supplying broadband and phone services. Sky’s customer contact centres employ around 6,000 people who handle up to a million calls a week.
These calls are providing some of the most crucial user experiences to the company’s customers. Making the contact centre software easy to use for staff means their attention can be focused on the customer, rather than the system.
What we did
Sky engaged User Vision to help evaluate, research and design some critical aspects of the contact centre platform’s functionality. We conducted ethnographic research and a contextual enquiry over three days in the contact centres.
This included observing how the technical support team uses the system, listening in to their calls and speaking with them to understand problems or frustrations with the system. User Vision then presented the Sky Technology team with a diagnosis of the key issues and practical recommendations for improvements.
As a second stage, we worked with the team to prototype potential solutions which were tested by actual customer support agents employed by Sky. The usability testing allowed us to evaluate each prototype, improving it throughout the process, before Sky decided on the final prototype with great confidence. It has now been rolled out across the contact centres.
Small improvements to call centre systems can yield substantial benefits in terms of average call times and the ability to provide a better service and customer experience. Across an organisation of Sky’s size these scale up to represent huge savings.
Feedback from Sky’s agents confirms that the improvements implemented have had a very positive effect, leading to reduced call times and higher customer satisfaction. Sky is a great example of how to see that improving the internal user experience can make a hugely positive impact on the end customer experience.