Dixons Carphone has partnered with a “world leader” in customer service operations in a bid to increase its customer satisfaction score and improve cost efficiency.
Dixons Carphone will be outsourcing its contact centre operations to Webhelp – “a world leader” in customer service – with no redundancies set to be made.
The decision to outsource the operations comes after falling behind its “competitors and best in class” in customer satisfaction scores. Despite the customer service team reducing call wait time by 10% and abandoned calls by 14% Dixons Carphone still “lags some way behind” Dixons Carphone said.
In a memo seen by Retail Week, the electrical retailer said: “We’ve chosen to partner with Webhelp, a world leader in this space, to take on most of our contact centre operations at Sheffield and Preston. We plan to move colleagues in the in scope teams in Sheffield and Preston over to Webhelp, who will continue to work helping Dixons Carphone customers.
“Webhelp have committed to making big improvements in customer satisfaction as well as cost efficiency. This includes significantly increasing the number of calls we resolve first time and improving our [customer satisfaction] scores even further.
“Importantly, our relationship with Webhelp will allow us to celebrate the success when we achieve these improvements but also hold them to account if we don’t.”
“Webhelp have also committed to making the Sheffield site a centre of excellence, equipping colleagues with better tools to help customers, and removing the frustrating processes and technology that stop us from being able to do this today.
“This will give colleagues more time to help more customers, reduce costs and improve the whole experience.”
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