Case Study: Sky achieves higher sales and lower churn with Afiniti

Sky Extends Partnership With Afiniti to Deliver Better Customer Experiences

Sky, the UK’s leading satellite television provider, wanted to improve performance in its inbound telesales channel and later across broader contact center operations without taking on significant risk or additional capital expenditure. Sky partnered with Afiniti, using its AI-driven contact center optimization solution on a pay-for-performance model to help increase customer acquisitions and improve key business metrics.

Afiniti first deployed across Sky’s inbound telesales queue, where sales conversion rates rose and attachment rate increased by 4%. The partnership then expanded to retention, upgrades, downgrades, service, and other queues, reaching 12,000 agents across 18 sites and 30 million annual contacts, while helping drive outcomes such as a 6% churn improvement and continued performance gains across Sky’s business.

Sky

Chris Collinson

Director