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February 08, 2012

Sky Digital Opening New Call Center in Dublin to Support Irish Customers

By Tracey E. Schelmetic, TMCnet Contributor


Digital satellite and radio broadcaster Sky plans to create 800 customer service jobs at a new call center in Dublin. The jobs will be created over the next two years with recruitment to begin straight away, according to the BBC.

The new call center, which be located at Burlington Plaza in central Dublin, will open in August of this year and support digital entertainment customers in the Republic of Ireland. As of right now, Irish Sky customers are routed to a call center in Scotland and other overseas locations when they call for customer support. Sky, which is owned by troubled media mogul Rupert Murdoch, currently has a less-than-stellar reputation for customer service, and many customers reported dropped calls and long waits, according to Ireland's Herald.

To round out hiring for the new call center, Sky is reportedly looking to fill positions in customer service, training and human resources.

Irish Minister for Jobs Richard Bruton said the jobs announcement was “a great vote of confidence in Ireland that shows the quality of the workforce here,” adding that the jobs would be entirely funded by Sky.

Sky Ireland director Mark Deering told the Herald that the move to Ireland was, in part, the result of the company's growing customer base in Ireland. Sky has more than 670,000 in that country.

“Over 40 percent of households in Ireland subscribe to Sky services,” said Deering. “We know that the customer is only one phone call to canceling their subscription, so it is important to keep our customers happy. We think that having those advisers in Ireland in a single location will ensure that we are Irish-centric in our customer service and improve customer satisfaction.”




Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.

Edited by Jennifer Russell



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