Sky is the UK’s leading satellite television provider, serving 13 million customers in the UK.
Being at the forefront of innovation by constantly expanding and refining their product offering through premium content, such as their recent partnership with Netflix and the launch of Sky Q, Sky recognized that Afiniti could help in their mission to positively impact the lives of their customers and secure their position as one of the leading entertainment and communications businesses globally.
In an industry facing strong cost pressures, Sky knew it had to outperform competitors without undertaking significant risk or additional capital expenditures. Sky was initially seeking to optimize their inbound telesales channel to increase new customer acquisitions.
Sky partnered with Afiniti to further improve their contact center performance in the UK. Afiniti contracted with Sky on a pay-for-performance model, in which the client took no material risk in exchange for a percentage of the value of each incremental customer delivered.