Serco, the international service company, will take on the delivery of a range of customer services for Sky Deutschland from mid October 2012. The multi-year agreement includes the set up and expansion of Sky's new service centre in Teltow, just outside Berlin, Germany.
This is the latest development for Serco following the creation earlier this year of its global Business Process Outsourcing (BPO) business, which employs over 52,000 people and serves more than 150 customers in a range of industries across 10 countries.
Serco will be operating the service centre for Sky, taking on a range of operations including inbound frontline services, back office and specialist support, transforming services to deliver a more customer centric approach, which ensures Sky's customers in Germany and Austria receive a consistent high quality experience. Intensive training is already underway for new employees who will be ready to take the first calls from Sky customers from mid October 2012. A total of 100 new jobs are being created this year, with further development opportunities for existing staff. Sky and Serco are also planning further expansion and increases in the numbers of employees over the life of the contract.
Euan Smith, Executive Vice President Product & Operations at Sky and responsible for customer service said: "Delivering outstanding customer service has top-priority in our daily work and is a central component of our company strategy. The new service centre is good for the Teltow area because of the jobs it will create, but it is also another step to help improve the service we provide and to meet the ever increasing demand for Sky products. We work with a number of high quality partners, and in Serco we are adding a competent and experienced operator who shares our vision for excellent customer service."
Jerry Benson, Managing Director, Serco Global Services, Private Sector adds: "We are delighted to be working in partnership with a leading and innovative brand such as Sky. We will bring our substantial experience in the transformation of customer contact services to deliver tangible improvement for Sky and its customers in Germany and Austria. By helping scope and then implement their customer contact strategy, we will create a solution that will differentiate them in what is an increasingly competitive market place. This partnership represents another significant development in Serco's growing global BPO business and validation of our strategy that is successfully enabling Serco to add value to our clients by helping them deliver ever-greater service and value to their own customers."