RESPONSE secures multi-million pound deal with Sky

Wednesday, 06 August 2008 00:00

Glasgow-based customer contact centre outsourcer RESPONSE has signed a new three-year deal with Sky.

RESPONSE has had a long-standing relationship managing a number of separate short-term contact centre contracts. This new deal sees the consolidation of the relationship with Sky and introduces a new working partnership, which employs more than 1000 people.

Under the new contract, RESPONSE will deliver a variety of sales and customer service activities on behalf of Sky. The contact centre services will be delivered from several of RESPONSE’s sites.

The new contract reflects the confidence that both Sky and RESPONSE have in Sky’s award winning products in TV, Broadband and Telephone services. The agreement is based upon a set of principles that recognise the maturity of the relationship between the two organisations and incorporates some industry leading thinking in terms of a risk and reward commercial arrangement.

David Wallace, Chief Executive for RESPONSE said;

“The outsourcing sector continues to change and develop and we want to be at the forefront providing quality-based solutions for clients which deliver on commercial terms beyond mere call-handling statistics.

“To this end, we are continually and proactively reviewing our commercial approach, systems, processes and training to look for new opportunities to take the sector forward and deliver excellence in customer service.

“This contract is testament to the hard work of the team in making this philosophy a reality across the business.”

Dave Rumble, Sales Operations Director for Sky said;

“As an organisation we look to create long term partnerships with suppliers that can deliver flexibility, additional value and certainty for our customers.

“We believe that we have found this in RESPONSE, and we look forward to working together over the upcoming months and years.”