German pay-TV operator Premiere has outsourced the technical operation of its call centres to the IT services provision arm of BT.
BT is equipping Premiere with a total of 12 sites with a voice over IP (VoIP) platform with which it is intended that Premiere’s customer service agents will be able to deal with enquiries even more quickly and efficiently.
The project, whose contract value is in the double-digit millions, which was implemented jointly with the VoIP solution provider Wicom and the system house Frings Datacom, and involves kitting out one of the largest IP-based contact centres in Europe.
Premiere chose this innovative concept particularly because of the technical solution, but above all because of the usage based business model. “Rather than having to invest in new technology, we pay a monthly rental which depends on how much we actually use the system”, explains Kai Mitterlechner, project & distribution control director at Premiere. “This means we can respond to seasonal peaks in a very flexible way.” Premiere’s resources can be better utilised by routing incoming calls on the different service call numbers within a “virtual” call centre.
Premiere has over 3.2 million subscribers and a high quality of service for operations, including a customer hotline for technical support and smooth processing of pay-per-view orders, is essential. Each year Premiere receives over 10 million telephone calls and three million written enquiries; as many as 1,300 agents work around the clock at 12 call centres in different locations.
The company’s 12 sites which have hitherto operated separately will be combined into a single, virtual call centre, with the intention of leading to more flexible forwarding of enquiries and faster processing. Premiere opted for a hosted service with the central server components distributed in fail-safe fashion on two BT computer centres. This means that the contact centre can be scaled in a flexible way without further investments in hardware.