Sabio has signed a three year contract to provide BSkyB a UK digital TV provider – with a Workforce Management (WFM) solution for its customer contact centres at Livingston and Dunfermline, Scotland. BSkyB has over 6.8 million subscribers and its 6,000 contact centre staff handle up to one million customer calls per week. Under the new contract, BSkyB will use Open Wave WFM software from Sabio to forecast agent resource requirements and schedule BSkyB contact centre staff to ensure customer service levels are met efficiently.
In addition to the Open Wave software, Sabio will also provide BSkyB with consultancy and ongoing support services to optimise the performance of the WFM solution. Using Open Wave, BSkyB will be able to schedule contact centre staff to cater for periods of peak customer demand – such as one-off Pay-Per-View sporting events.
Sabio will work with BSkyB, starting with the initial implementation and the development of a best practice model, to integrate the solution with other key areas of the business. The number of agents needed to fulfil demand varies greatly in our business – not just on a seasonal basis, but by the half hour, commented Tony Ackroyd, contact centre director at BSkyB.
BSkyBs contact centre experiences substantial call peaks and troughs – for example, a football match may be scheduled on a Pay-Per-View basis. Now, with Open Wave WFM, BSkyB can accurately predict just how big such a demand could be, and translate this into appropriate staffing levels, said Adam Faulkner, director, Sabio.
2003-10-28
Em Foco – Projecto