Sky acts over customer complaints

Sky appears to have taken onboard accusations that it uses aggressive methods to prevent customers defecting to rival firms by implementing a new real-time customer engagement platform in its contact centres.
Complaints from customers trying to leave have reached such high levels that Ofcom has said it is investigating Sky’s cancellation process “as a priority”.
But from next month, the firm will be using a platform provided by Rant & Rave to capture feedback and instantly understand each comment using its sentiment analysis capability, before presenting results back to Sky in a dashboard to enable it to take action.
The firm claims insight gathered will be used to drive staff engagement and training, understand where processes can be simplified and to optimise Sky’s products, the service they offer and overall customer experience.
Sky insight and decision science director Simon Hill said: “At Sky, we’re always striving to get closer to our customers and to understand how they really feel when they interact with us.
“Our decision to partner with Rant & Rave and to deploy its realtime technology brings us even closer to that goal.”

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