Not just a technical challenge, but also one of hearts and minds. The call centre software at Sky had been in place for a number of years and resistence to change was extremely high. Here the point of view of the business who wanted to upgrade to a web-based solution that would run anywhere and on any device needed to be married to the desires of the call centre workers that knew the idiosyncrasies of their current software and felt comfortable.
Our highly skilled engineers worked with the team at Sky to reimagine the current call centre software. Taking what was good and throwing away what made lives harder a whole new solution was developed that reduced the average call time by an incredible 86%.