Sky's call centres span all of the UK employing over 1,600 people in Livingston, Dunfermline, Uddingston, Newcastle and Leeds.
CHORDIANT
A slow and cumbersome Java Fat client deployed through Citrix. Took over 3 weeks for new employees to learn how to make Prospect sales.
TOUCHPOINT
A web based application that was used by agents to profile new customer sales. This was a barrier to making a sale in Chordiant. It had mandatory fields in it that blocked use and led to poor email capture.
RSG
The Retail agents did not like it as it did not support their natural sales conversation. The interface had been designed based on the SKY.com website and was not user centred for face to face sales. Agents thought it was a compromised website. It included banner adverts that promoted offers and discounts the agents were not incentivised to sell but that the customer could see.
