Communications services provider Cable & Wireless (C&W) has announced that it has extended its contract with BSkyB to carry all inbound customer calls in the UK across its network.
BSkyB has around 9 million customers in the UK and offers digital TV as well as broadband and telephony services.
The service will be managed by C&W at its UK-based hub, and will use an interactive management system to proactively monitor the network. It is hoped this will enable BSkyB to improve the standard of customer service it offers. The deal will also provide BSkyB with a bespoke reporting service.
Derek Stalley, head of response management, BSkyB, said: “We needed a network that could easily handle huge numbers of calls, providing scale, quality and flexibility. We have built a strong working relationship with Cable & Wireless and we’re confident of its continued success.”