Sky announced plans to shift its customer service operations online, potentially putting 2,000 call center jobs at risk. The media and telecoms company revealed intentions to close three of its UK customer service centers, including locations in Stockport, Sheffield, and Leeds Central. This move comes in response to changing consumer preferences and decreasing call volumes, with the closures amounting to 7% of Sky’s workforce and undergoing consultation.
In light of these changes, Sky will also impact operations at its Dunfermline and Newcastle sites. The company, owned by Comcast, currently handles approximately 25 million customer calls annually throughout Europe, although it anticipates a 33% decline in call volumes over the next few years. Reflecting evolving customer preferences, Sky acknowledges the growing demand for alternative contact methods such as online chat and email, as well as the expectation for 24/7 accessibility.
To adapt to these trends, Sky is making significant investments in its Livingston site near Edinburgh, emphasizing a transition towards faster, simpler, and more digital customer service. This transformation includes the incorporation of cutting-edge digital technology to enhance service reliability and availability round the clock. According to a Sky spokesperson, these strategic changes aim to establish a customer-centric approach that prioritizes evolving needs and ensures a future-ready service.
Notably, Sky had previously announced plans to reduce 1,000 jobs in the UK in January 2024 as part of its strategic shift towards internet-based services. This latest development underscores the company’s commitment to innovation and adapting to the changing landscape of customer communication preferences. Sky’s investment in digital transformation underscores its dedication to providing seamless and reliable service while catering to the demand for enhanced accessibility and efficiency
Read the full article from The BBC here: Read More
