Owner Manager

Outstanding outsource partner

26.11.2009
Business process provider Abtran has been named Outsource Partner of the year at the CCMA Irish Contact Centre & Shared Services Awards 2009 in recognition of its partnership with Sky.

Since 2007, Abtran has provided an outsourced contact centre solution to Sky for inbound and outbound Sky subscriber-based services in Ireland. Sky’s operation at Abtran has trebled in the past 12 months and the firm has contributed significantly towards Sky being on target to reach 10 million customers by 2010. Over one in three of all households in Ireland and the UK now subscribe to Sky services and Sky+HD is the fastest growing additional TV product in the company’s history.

“In selecting Abtran as Outsource Partner of the Year, the judges believe Abtran has successfully ensured the alignment of its service offering with Sky’s strategic objectives and business goals. The judges congratulated Abtran on achieving a core requirement for the delivery of BPO services – improved customer service at a reduced cost whilst working in close partnership with its client,” said Dorothy O’Byrne, managing director, CCMA Ireland.

“It was their view that the launch in April 2009 of a Learning and Innovation Centre to create smart, sustainable and scalable efficiencies will further enhance Abtran’s position in this growing industry sector.”

In April of this year, Abtran announced a €6 million investment in research and development when opening the Learning & Innovation Centre along with the creation of 250 graduate-level jobs by 2010. Six months later, Sky partnered with Abtran’s Learning & Innovation Centre to further enhance its customer service offering in Ireland. The current pilot will enable Sky to leverage specialist resources, advanced technologies and expertise to gain in-depth understanding of customer preferences and market trends.