Contact centre plays part in the digital TV switchover

Across all contact centres, over 700 agents were dedicated to the project which successfully helped to deliver the switchover in London.

2Touch was one of five partners hand-picked by lead contractor MGt, based in Kirkcaldy, Scotland, to manage the two-stage London switchover, which covered 4.8 million homes, on behalf of Digital UK.

2Touch provided high quality customer service support for the process of fully converting the UK’s television system to digital – the biggest public change programme since decimalisation in 1971.

Stuart Gray, managing director of 2Touch, said: “We were delighted to have been chosen by MGt as a key partner on this very important project. We developed a truly transparent, open relationship which was 100% focused on ensuring that help was available to every single member of the public who needed guidance on the TV switchover. I believe the partnership demonstrates how mature and self-confident the UK contact centre sector has become.

“We effectively ‘hand held’ consumers through the process each step of the way. For many people, the switchover was a relatively simple task and there was plenty of advice online and through other sources, to allow the public to manage the change. However, there were also people that needed additional help and ‘hand holding’.

“For example, there are large numbers of people living in London who are new to the UK and who have language difficulties. For some of these and others, such as the elderly, the process was not as straightforward and we were very pleased to offer them our support.”