Can the contract ensure high quality directory enquiries service?
Sky has outsourced its 118 directory service in the UK to BT, which will handle the calls and text messages of the users.
Sky launched its directory service – 118759 — in November last year for both home connections and mobile phones. Mobile users get an SMS in reply to the directory enquiries they make.
Under the agreement, all the calls will be directed onto BT’s network. Its agents will handle the enquiries on behalf of Sky. BT claims to manage the 118 directory enquiries service for more than 40 providers in the UK.
Mark Winterbottom, director of broadband & telephony at BSkyB, said: “With the launch of 118 Sky, residential customers in the UK can now enjoy even more choice when they need to access a directory enquiries service. The relationship with BT allows us to build on our Sky Talk service and deliver a high quality directory enquiries service to our customers.”
Since last year, BT has been providing wholesale voice service to Sky to support 1.1 million Sky Talk customers in the UK. The three-year deal is expected to witness further expansion of Sky’s residential telephony service in the country.
Mick Hammond, director for BT Wholesale Markets, said: “We already have a strong relationship with Sky through the delivery of wholesale calls for Sky Talk customers. This knowledge and understanding of Sky’s ambitions in the telephony market makes us the ideal partner to help them enter the 118 market.”