Serco, the international service company, is delighted to announce that the service centre it is operating for Sky Deutschland officially opened today in Teltow, Germany. Serco was awarded the contract to run the service centre last October and is fully responsible for operating the service centre, taking on a range of operations including inbound frontline services, back office and specialist support. Serco will transform services to deliver a more customer centric approach, which will ensure Sky’s customers in Germany receive a consistent high quality experience.
The official ceremony was attended by Jerry Benson, Managing Director of Serco Global Services Private Sector business in the UK & Europe, and Sky’s Chief Executive Officer, Brian Sullivan. The event was also attended by Henning Heidemanns, state secretary in the Ministry of Economic Affairs for Brandenburg, Dr. Steffen Kamradt, Managing Director of ZukunftsAgentur Brandenburg as well as Sky expert Ottmar Hitzfeld.
Since the first calls from Sky customers were taken on 15th October 2012, the number of employees has increased from 39 to nearly 120. Sky and Serco are also planning further expansion and increases in the numbers of employees over the life of the contract, and they will be offered attractive opportunities for future advancement. Expansion is planned in specialised fields such as new customer care, contractual adjustments and back-office support.
Jerry Benson, Managing Director, Serco Global Services, Private Sector says: “This is our first move into the German market and we are delighted to be working in partnership with a leading and innovative brand such as Sky. The first three months of the contract have seen some early improvements in the transformation of customer contact services for Sky and its customers in Germany. This partnership represents another significant development in Serco’s growing global BPO business and we believe it will provide us with a springboard for further success here.”
Euan Smith, Executive Vice President Product & Operations at Sky Deutschland, adds, “With the opening of our new service centre in Teltow, we have equipped our customer service for the future. The service centre is not only good for creating jobs;; it’s also the next step in making our customer service even better and meeting the constantly-rising demand for Sky’s products. The first months since the service centre’s start of operations have shown that we are on the right path!”