Our people have great ideas on improving our service and we’re happy to take them on board - Katie talks about her idea and the great results at our Livingston Contact Centre.
“Seeing one of my ideas make a difference was a fantastic feeling”
Name: Katie Loy
Job title: Sales Advisor (Retentions)
What area of Sky do you work in and what do you do on a daily basis? I work within the Retentions department at our Contact Centre in Livingston. On a daily basis I talk with customers who are considering ending their package with us. My job is based around having fantastic conversations, getting a clear idea of why the customer might look to leave and help the customer stay, if this is the right thing for them. Another huge part of my job is making our customers feel valued and chatting about fabulous products and services along the way. The most important skill required for my job has to be resilience, a big part of the job can be having some tough conversations and it's not always easy.
How did you get into your role? I began my journey here chatting to our customers looking to leave Sky via web chat. I then moved to Sky Q, where my team and I focussed on sales and launching the brand new product, and then into the role I’m currently in. My previous experience in sales, retentions and web chat helped to prepare me for the challenges of my current role.
How have you made a difference in your role/what has been your proudest moment working here? Recently w’vehad a lot of new colleagues join us and understanding how challenging the role can be at first, I approached our management team with the idea of matching our new Advisor’s with a senior Advisor, so that each had a mentor. This gave our new colleagues extra support and the mentors had the opportunity to contribute further to the success of the team. Seeing one of my ideas make a difference was a fantastic feeling.
What’s the most enjoyable thing about your job? I love the satisfaction of resolving a complicated issue or a complaint from a customer. Sometimes customers can be frustrated when they’re first connected with me and it’s a great feeling to be able to turn this around and restore their faith in the company. Another huge part of what makes my job enjoyable is the people I work with, my team are fantastic and there’s never a dull moment!
Describe your contact centre – what makes it a great place to work? The Buzz! There’s always something going on, whether it’s a competition to drum up some friendly rivalry or games for everyone to get involved with, it’s impossible not to have a smile on your face when you’re surrounded by all the madness!
Have you had the opportunity to progress in your role? What advice would you give to others trying to develop their career? Yes! I’ve had many opportunities to develop my skills as well as take on managerial duties. The opportunities to progress here are fantastic, everyone you meet is keen to help you grow and develop your skills. It’s important to work hard and be passionate about what you do, get involved in everything you can and be proactive, don’t wait for someone to do it for you!
Tell us an interesting fact about you: I graduated from university with distinction as a Registered Nurse and joined here as a temporary job, but I loved it so much that I’m still here 2 years later!