In the category “Outsourced Chat Team Manager of the Year” Sabine Köhler, Team Management Sky in Competence Call Center, won the LivePerson European Customer Award 2013. Sabine Köhler is responsible for all operational KPI´s, the quality management, as well as the training of new employees and the Sales Coaching. Within a short period of time, Sabine and her team managed to increase the conversion rate in Live Chat.
Gabriela Faltermeier, Vice President Web, Customer Group, Sky Germany: „In the name of Sky I am congratulating theCCC Sky.Chat Team with this award! Since 2010 we have been offering a chat function to provide a direct approach for our new customers on Sky.de. Since then we notice an increasing conversion rate, higher customer satisfaction and receive direct user feedback that we use again this channel to further improve our customer service.”
CCC Project Manager Thomas Frücht took over the trophy in London:
“I am very happy for Sabine and our Chat Team because of this great recognition! This is the best prove of the added value that our Chat solution provides to our partner and the end customers , as well as a great acknowledgement for the work of our employees and Sabine´s personal commitment. I want to thank our partner Sky for the successful cooperation that already celebrates its 10th birthday this year!”.
In addition to the Award for Sabine Köhler, CCC Agent Alexander Grassal has been honored with an “Excellence Award” in the category „Sales Agent of the Year“ for his achievements in the Sky.Chat Team.
Since 2003 Competence Call Center has been the Sky Deutschland ‘s Outsourcing, the leading subscription pay-tv provider in Germany and Austria. The Sky.Chat Team especially takes care about potential new customers on the websites Sky.de and Sky.at.The LivePerson European Customer Awards honor the achievements in the topic of Live Chat in regard to quantitative (Conversion Rate, Chats per hour etc.) and qualitative (Teamwork, Leadership, Engagement, Innovation etc.) criterias.
There is an increasing desire to talk to someone online and directly. Live Chat is a very interesting additional customer service channel in this regard. Customers with an inquiry are able to contact an advisor directly, usually by clicking on a chat button. A chat can also be actively offered and started by one of the service staff. Experienced agents find it very easy to have up to three or four conversations at the same time without any loss of quality. Text modules can be used to answer quickly and efficiently to basic questions The advantages are obvious: as a rule, to use the chat function you don’t have to discontinue using the media that is currently used. You use it directly where you happen to be, in the “moment of truth”. Customer stay on the website for longer, the conversion rate increases and the channel offers additional up- and cross-selling possibilities.
The LivePerson European Customer Awards honor the achievements in the topic of Live Chat in regard to quantitative (Conversion Rate, Chats per hour etc.) and qualitative (Teamwork, Leadership, Engagement, Innovation etc.) criterias.