British Sky Broadcasting
Scribe helps to deliver online learning incentives system
for leading broadcast group
Sky is one of the world's leading broadcast groups, and is the U.K.'s largest digital television platform. Contact centre staff play a vital role in the business as they are at the frontline of the company's image.
The Business Requirement
Sky have a staff incentive scheme called Focus which is designed to improve product and service knowledge through training, motivating staff and helping to increase staff retention. The scale of the scheme, over 12,000 members located in more than 40 call centres and retail outlets, means that communicating with scheme members on an individual level was a mammoth task, especially when the need for tailoring information to specific groups and locations was essential.
The Sigmer solution
Sigmer has worked with Sky for over 4 years and in 2005 we introduced Scribe CMS into the mix of technology already being used to manage the Focus scheme. This enables Sky's marketing team to quickly communicate with specific groups of people on an individual level never envisaged before. By tailoring the scheme to each member logging into the website, the database delivers specific content with Scribe CMS allowing more effective messaging and training to be delivered.
The Result
The new online scheme has been a huge success for Sky. Higher performance rates, improved quality of service and an increase in staff product knowledge are just some of the benefits the new scheme has brought.
In addition, dynamic, detailed reporting allows Sky to carry out in-depth analysis of campaign effectiveness and staff performance and thereby pinpoint areas of success and areas requiring improvement.
Now in its fifth year, Sigmer manages the entire technical process for Sky with a dedicated team, from inputting all new data to managing members queries and making regular updates to the website to all database and content management.
Louise Young, Head of Sky Focus and Cable Marketing, at the Sky
Commercial Group:
"The Focus Scheme couldn't exist without Sigmer. The database and website integrate very well and allow us to easily assess the performance of every member of staff at any time. Another benefit of the website that I hadn't envisaged was how quick and easy it is to communicate last-minute updates to multiple Focus members. Before the site, we had to contact people by phone or post with new product information, which wasted a lot of man hours. Sigmer is always quick to respond under pressure to any requests from our team and often deliver before
the deadline."
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