British Sky Broadcasting (BSkyB) empowers its Customer Call Center staff to maximize their new, state-of-the-art CRM systems and, in the process, improve their performance.
BSkyB’s continued growth is tied directly to the ability of its Customer Call Center staff to deliver the best possible customer experience. The company invested heavily in state-of-the-art CRM systems and needed to bring its 6,000 customer contact agents on board.
Accenture delivered and implemented a system simulation eLearning platform and infrastructure to train BSkyB’s agents in the use of the new system. This cost- and time-efficient alternative to classroom training provided the hands-on, practical experience that enabled them to practice cross-selling and up-selling techniques. The Call Center representatives improved their confidence and ability to generate increased revenue.
Accenture’s eLearning solution enabled BSkyB’s call center agents to improve their technical skills and competency almost immediately. Through these efforts, BSkyB increased its customer satisfaction while enhancing its bottom-line performance.